Returns & damage policy
Last Updated On 14-Feb-2026
1. Made-to-Order Information
All artworks are produced upon order. Each print is individually created using fine art materials and professional printing processes.
Because items are made to order, we encourage you to carefully review product descriptions, sizes, and specifications before purchasing.
Because items are made to order, we encourage you to carefully review product descriptions, sizes, and specifications before purchasing.
2. Right of Withdrawal (EU Consumers)
If you are a consumer located within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise this right, you must notify us in writing within 14 days of delivery.
The product must be returned:
- In original condition
- Unused and undamaged
- In original packaging
Return shipping costs are the responsibility of the customer unless the product is defective.
Refunds will be issued after the returned item has been received and inspected.
To exercise this right, you must notify us in writing within 14 days of delivery.
The product must be returned:
- In original condition
- Unused and undamaged
- In original packaging
Return shipping costs are the responsibility of the customer unless the product is defective.
Refunds will be issued after the returned item has been received and inspected.
3. Custom and Personalized Orders
The right of withdrawal does not apply to custom-made or personalized products.
This includes, but is not limited to:
- Color-adjusted artworks
- Custom sizes
- Project-specific modifications
- Commissioned pieces
These items are produced according to your specific request and therefore cannot be returned unless defective.
This includes, but is not limited to:
- Color-adjusted artworks
- Custom sizes
- Project-specific modifications
- Commissioned pieces
These items are produced according to your specific request and therefore cannot be returned unless defective.
4. Damaged or Defective Items
We take great care in packaging and shipping your artwork. However, if your order arrives damaged or defective:
Please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photographs of the damage
- Photographs of the packaging
Once reviewed, we will offer:
- A replacement print, or
- A refund where appropriate
Do not discard the packaging until the issue has been resolved.
Please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photographs of the damage
- Photographs of the packaging
Once reviewed, we will offer:
- A replacement print, or
- A refund where appropriate
Do not discard the packaging until the issue has been resolved.
5. Color and Print Variation
Due to differences in screen calibration and the nature of fine art printing, slight variations in color and tone may occur.
Such variations are not considered defects.
Such variations are not considered defects.
6. Non-Returnable Situations
We are unable to accept returns for:
- Personalized or custom-made items
- Items returned outside the 14-day withdrawal period
- Items that have been damaged after delivery
- Items not returned in original condition
- Personalized or custom-made items
- Items returned outside the 14-day withdrawal period
- Items that have been damaged after delivery
- Items not returned in original condition
7. Refund Processing
Once your return is received and inspected, you will be notified of the outcome.
Approved refunds will be processed via the original payment method within a reasonable timeframe.
Approved refunds will be processed via the original payment method within a reasonable timeframe.
8. Contact
For all return or damage inquiries, please contact:
Email: hello@carmenvranau.com
Contact form
Email: hello@carmenvranau.com
