Refund policy

Refund & Returns Policy

How returns, withdrawals, and refunds work — for both original paintings and prints.

Your right of withdrawal of Original paintings (14 days)

For original paintings, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day you (or a third party you indicated, other than the carrier) take physical possession of the work.

To exercise your right of withdrawal, you must inform me of your decision by an unambiguous statement. An email to [stefanie@stefaniecarola.net] is enough. You can use the model withdrawal form at the bottom of this page, but you don't have to.

To meet the withdrawal deadline, it is sufficient to send your communication before the period expires.

What happens when you withdraw

If you withdraw from your purchase of an original, I will reimburse the payments received from you - the price of the work and the standard delivery costs you paid - without undue delay and no later than 14 days from the day I am informed of your decision. I'll use the same payment method you used for the original transaction.

I may withhold the refund until I have received the work back or you have provided proof of having sent it back, whichever comes first.

How you must return the work

  • Use the original packaging. Don't discard it after you unpack. The packaging is engineered to protect the work in transit, and reusing it is essential.
  • Ship with full insurance at the work's full value. This is mandatory for both our sakes.
  • Pack the work with the same care you would expect from me.

You bear the direct cost of returning the work to the studio in Vienna. For an original of this value, the insured return shipping cost will be similar to what you paid for delivery.

If a returned work arrives damaged because it wasn't packed in the original packaging or wasn't fully insured, the diminished value will be deducted from your refund. In severe cases - for example, a painting that arrives unsellable — the refund may be reduced significantly.

You must send the work back without undue delay and no later than 14 days from the day you communicate your withdrawal.

Returns from outside the EU

Any import duties, customs fees, or local taxes that arise on my end when receiving the returned work will be deducted from your refund. Please mark the return clearly as "returned goods" on the customs declaration to keep these costs low.

Diminished value through use

You are only liable for diminished value resulting from handling other than what is necessary to establish the nature and characteristics of the work. In plain language: unpacking and looking at it is fine. Hanging it on a wall for a week and then deciding you don't like it is not.

Commissioned and custom originals

If you commission a painting based on agreed colours, format, or other personal specifications, your right of withdrawal ends once I begin work on the piece. Until then, you can still cancel. This is in line with § 18 (1) Z 3 of the Austrian Distance and Off-Premises Contracts Act (FAGG).

I'll always confirm in writing before I start. No surprises.

Prints - handled by Printumo

Prints are made to order through my print-on-demand partner, Printumo. Because each print is custom produced specifically for you, I don't accept returns or offer refunds for change of mind, wrong size selection, or buyer's remorse.

I will replace or refund a print in the following cases:

  • The product was damaged during shipping
  • There is a clear manufacturing or print defect
  • The wrong item, size, or colour was sent

For print damages, you must report the issue within 48 hours of delivery with:

  • A clear photo of the damaged or incorrect print and the packaging
  • Your order number
  • A short description of the issue

This 48-hour window is shorter than for originals because of how Printumo handles fulfilment claims. After 48 hours, I can't file a replacement claim on your behalf.

What I can't do for prints

  • Accept returns for size exchanges
  • Cancel or modify orders once they're in production (this includes changes to shipping addresses)
  • Refund delays caused by the shipping carrier

Incorrect addresses, refused deliveries, and customs

If a print can't be delivered because the shipping address was incorrect, or if you refuse delivery, or if you don't pay required customs fees, the print will be destroyed by Printumo without refund or replacement. Please double-check your shipping address at checkout and be aware of any customs fees that may apply to your country.

Print orders are produced and shipped by Printumo. The relationship is mine — if there's an issue within these terms, write to me and I'll coordinate the resolution.

Model withdrawal form (originals only)

Copy this and send it back to me, or just write me an email.

To: Stefanie [Lastname], [Address], [Email]

I hereby withdraw from the contract concluded by me for the purchase of the following work:

[Title of work / order number]
Ordered on: [Date]
Received on: [Date]
Name: [Your name]
Address: [Your address]
Signature (only if sent on paper):
Date:

Questions?

Write to [stefanie@stefaniecarola.net]. I read every email myself.