🔄 Returns & Refunds FAQ
EU & GDPR-Compliant Version
Do EU customers have a right to withdraw from a purchase?
Yes. Under EU consumer protection laws, customers have a 14-day right of withdrawal for eligible physical goods purchased online — starting from the day you receive the order.
To exercise this right, you must notify us of your decision before the withdrawal period expires. You may use the EU model withdrawal form (available upon request), but it is not mandatory.
Which products are excluded from EU withdrawal rights?
The following items are exempt from the 14-day withdrawal period and are non-refundable:
Digital content that is delivered immediately and not provided on a physical medium once download access is granted
Personalized or custom-made commissions
Products that arrive damaged due to improper repackaging by the customer upon return
These exclusions follow EU Directive 2011/83/EU.
What are my responsibilities when returning an item?
Customers must:
Return items within 14 days after notifying us
Pay the return shipping costs
Ensure the product arrives in its original condition
Use secure packaging comparable to the original
Keep proof of shipment in case of carrier issues
Loss or damage during return transit may reduce or invalidate the refund.
Who covers customs fees on returns?
For international returns outside the EU:
Any customs, taxes, or handling fees due upon re-entry into Romania are deducted from the refund
How are refunds processed?
Refunds are issued to the original payment method only:
After returned goods are received and inspected
Within 5–10 business days (payment processor delays may apply)
Shipping costs are refunded only when the return is due to our error (e.g., incorrect item shipped).
What if my artwork arrives damaged?
In compliance with EU consumer rights, damaged or defective items are eligible for:
Replacement (when possible), or
Refund (full or partial, depending on damage assessment)
You must contact us within 7 calendar days of delivery with photo evidence.
🔐 GDPR & Privacy Considerations
Refund processing may require us to:
Verify your identity
Review order information
Keep transaction records for legal/tax obligations
All personal data is handled securely and in accordance with:
GDPR (EU General Data Protection Regulation)
Our official Privacy Policy (available on oliviacheciuart.com)
We will never use your data for marketing unless you have provided consent.
📬 Contact for Returns & Legal Requests
To request a return, file a damage claim, or exercise your EU right of withdrawal:
📧 Contact us via the form on: oliviacheciuart.com/contact
Please include:
Full name
Order number
Date of purchase
Reason for return
Photos (if applicable)