Refund policy

Right of Withdrawal

If you are a consumer who has entered into a distance sales contract, you generally have the right to withdraw from the contract without giving a reason within 14 days of receiving the goods, unless a statutory exception applies.

This right generally applies to standard prints, limited edition prints, and already completed original paintings that have not been created or modified according to your individual specifications.

To exercise your right of withdrawal, please inform us through a clear statement, for example by emailing info@packstein.com. Please include your order number or other information that allows us to identify your order. You do not need to provide a reason for withdrawing.

To meet the 14-day deadline, it is sufficient to send your withdrawal notice before the withdrawal period expires. Withdrawal does not require our prior approval.

Returning Goods

After withdrawing from the contract, you must return the goods no later than 14 days from the date on which you informed us of your decision to withdraw.

We recommend contacting us before shipping your return so that we can provide the correct return address. This may vary depending on the product type and its place of dispatch. However, contacting us to obtain the return address is not a condition for a valid withdrawal.

Please package the goods carefully to prevent damage during transit. Where possible, we recommend using the original protective packaging, although this is not a requirement for exercising your statutory right of withdrawal.

You are only responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, in accordance with applicable law.

The customer is responsible for the direct cost of returning goods when withdrawing without giving a reason, unless applicable law provides otherwise. This does not automatically apply to returns involving valid claims for defective or non-conforming goods.

Custom and Personalised Artworks

The statutory 14-day right of withdrawal without giving a reason does not apply to goods made according to the customer's individual specifications or personalised to meet their specific needs, where the conditions of the relevant statutory exception are met.

This may include personal portraits and other individually commissioned paintings created according to the customer's specific requirements.

However, simply describing a product as custom-made, or producing it only after an order has been placed, does not automatically exclude the right of withdrawal.

The conditions for voluntary cancellation of individually arranged art commissions, including the settlement of deposits and work already completed, are set out in the Original Paintings & Commission Terms, where these form part of the relevant contract.

These provisions do not limit any statutory customer rights relating to defective performance or breach of contract.

Damaged, Incorrect or Defective Goods

We recommend inspecting your order upon delivery.

If you receive damaged, incorrect, or defective goods, please contact us as soon as possible at info@packstein.com and describe the issue. Where possible, please include photographs to help us resolve the matter more efficiently.

Reporting a defect at a later date does not automatically result in the loss of your statutory rights.

Claims relating to defective or non-conforming goods will be assessed and handled in accordance with applicable law. Depending on the nature of the defect and the relevant legal requirements, the customer may be entitled to a repair, replacement, appropriate price reduction, or withdrawal from the contract.

In the event of a valid claim, reasonably incurred costs will be handled in accordance with applicable law.

Customs Duties and Unclaimed Shipments

International orders may be subject to customs duties, import taxes, and other charges. Unless otherwise stated and where permitted by applicable law, these charges are the responsibility of the customer.

Failure to collect a shipment or refusal to accept delivery does not necessarily constitute a valid withdrawal from the contract.

If a shipment is returned due to refusal of delivery, failure to provide necessary cooperation, or non-payment of import charges, the actual and legally recoverable shipping and return costs may be taken into account when settling the order.

Any claims and refunds will be assessed according to the specific circumstances, contractual terms, and applicable law. This does not affect the customer's statutory rights.

Refunds

In the event of a valid withdrawal from the contract, we will refund the payments received, including the original delivery costs up to the amount of the least expensive standard delivery option offered, unless applicable law provides otherwise.

Refunds will be issued without undue delay and no later than 14 days from the date on which we were informed of the decision to withdraw.

We may withhold the refund until we have received the returned goods or proof that they have been sent back, whichever occurs first, where permitted by applicable law.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise and provided that the customer does not incur any additional costs as a result.

Refunds relating to claims for defective goods or the individual cancellation of commissions are governed by the applicable legal requirements and any relevant individual agreement.

Contact Information

If you have any questions regarding returns, withdrawal from a contract, or claims for defective goods, please contact us at info@packstein.com.