Refund policy

How withdrawals, returns, and refunds work for original paintings.

Your right of withdrawal (14 days)

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 form at the bottom of this page, but you do not have to. To meet the deadline, it is sufficient to send your message before the period expires.

What happens when you withdraw

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 will 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

Write to me first. I will give you the return address and, where it makes sense, arrange collection through my carrier.
Use the original packaging. Do not discard it after you unpack. It 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. For an original of this value, insured return shipping will be similar to what the delivery cost.

If a returned work arrives damaged because it was not packed in the original packaging or was not 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 beyond what is necessary to establish the nature and characteristics of the work. In plain language: unpacking it and looking at it is fine. Hanging it on a wall for a week and then deciding you do not 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 always confirm in writing before I start. No surprises.

Damaged on arrival

If your original arrives damaged, this is separate from withdrawal. Send me a photo within 7 days of delivery and keep the original packaging. I file the insurance claim and we sort it out together.