Returns, Refunds & Cancellations Policy

At Hakyarts, our physical art prints are produced to order. The physical product is generally printed, cut, finished and prepared after an order is placed, according to the configuration selected by the customer, including the artwork, size, paper type, quantity and other available product specifications.

Because our products are produced individually in response to customer orders, certain products may fall within statutory exemptions to the EU right of withdrawal, including where goods are made according to the consumer's specifications or are clearly personalised. The applicability of any exemption depends on the characteristics of the particular product and the applicable law.

Where a statutory exemption applies, the exemption will be identified or communicated in accordance with applicable consumer protection requirements.

Nothing in this policy limits or excludes any mandatory statutory rights relating to defective, damaged, non-conforming or incorrectly supplied goods.

1. Order Cancellation & Withdrawal Requests

Customers may request cancellation of an order before production or fulfilment begins.

Where production has not yet started, Hakyarts will generally make reasonable efforts to accommodate a cancellation request.

Cancellation is only considered confirmed once Hakyarts has accepted the request.

Because our products are made to order, production or preparation may begin shortly after an order is placed. Once printing, cutting, finishing, packaging or other preparation has started, an order may no longer be capable of being cancelled as a simple pre-fulfilment cancellation.

Where an applicable statutory exemption applies to the product, the statutory right of withdrawal may also not apply.

Where a statutory right of withdrawal does apply, nothing in this section limits that right. Any withdrawal request will be handled in accordance with applicable consumer protection law.

All cancellation and withdrawal requests are reviewed according to the status of the order and the legal rights applicable to the particular product and transaction.

Orders already dispatched

Once an order has been packed, handed to a carrier, or entered the dispatch process, it may no longer be possible to physically intercept or cancel the shipment.

Where a customer no longer wishes to receive a dispatched order, Hakyarts may ask the customer to allow the parcel to be returned to us or to follow the applicable return procedure.

Where a statutory withdrawal right applies, the customer's statutory rights remain unaffected.

2. Order Adjustments, Free Shipping & Promotional Conditions

Free shipping offers, discounts, bundle pricing and other promotional benefits are conditional upon the order meeting the applicable requirements displayed at checkout.

Where an order is partially cancelled or modified before fulfilment, the order may be recalculated based on the final items retained.

If the revised order no longer qualifies for a promotional benefit, Hakyarts may adjust the order accordingly, including:

• removing a discount that no longer applies;
• recalculating bundle pricing;
• applying the standard shipping charge applicable to the final retained order; or
• recalculating the amount to be refunded.

For example, where an order originally qualified for free shipping but the retained items no longer meet the applicable free-shipping threshold, the applicable shipping charge may be deducted or added to the recalculated order total.

Any applicable adjustment will be communicated to the customer before the cancellation or modification is finalised, where reasonably practicable.

Promotional benefits are calculated based on the final retained order where an order has been validly modified or partially cancelled.

Nothing in this section limits mandatory consumer rights.

3. Defective, Damaged or Incorrect Items

A product may be considered defective, damaged or incorrectly supplied where there is a significant issue attributable to Hakyarts, including:

• the product materially differs from the artwork or product ordered;
• a significant printing or production defect materially affects the intended appearance;
• the product is damaged before or during fulfilment;
• the wrong artwork, size, paper type or quantity was supplied; or
• the physical dimensions materially differ from the dimensions ordered.

Printed artwork may contain minor variations arising from the printing process, paper characteristics, colour reproduction, trimming and finishing.

Differences between a product displayed on a customer's screen and the physical print may also occur because of differences in display technology, colour settings, lighting and viewing conditions.

Such ordinary variations do not necessarily constitute a defect.

Where a product is defective, damaged or does not conform to the order, Hakyarts will provide an appropriate remedy in accordance with applicable consumer protection law.

4. Reporting an Issue

If you believe your item has arrived damaged, defective or incorrect, please contact us with:

• your order number;
• clear photographs of the product and, where relevant, the packaging; and
• a brief description of the issue.

For damaged parcels, we recommend reporting the issue as soon as reasonably possible after delivery so that we can investigate the matter and, where necessary, raise a claim with the carrier.

Please do not return an item without first contacting our support team and receiving return instructions, unless applicable law provides otherwise.

After reviewing the request, Hakyarts will determine the appropriate resolution in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair, refund, price reduction or another legally appropriate remedy.

5. Replacement Resolution

Where a product is confirmed to be defective, damaged or incorrectly supplied, Hakyarts may offer a free replacement where this is an appropriate and proportionate remedy.

If a customer accepts a replacement as the resolution of a reported issue, Hakyarts will generally not provide a second remedy for the same issue after the replacement has been accepted and dispatched, unless:

• the replacement is itself defective or incorrect;
• the replacement cannot reasonably resolve the issue; or
• a different remedy is required under applicable consumer protection law.

Accepting a replacement does not waive any mandatory statutory rights.

Our aim is to resolve legitimate product issues efficiently while avoiding unnecessary additional production and shipping.

6. Returns & Non-Defective Items

For non-defective items, including change-of-mind requests or incorrect product selections, the applicable return rights depend on the nature of the product and the applicable law.

Where a statutory right of withdrawal applies:

• the customer may exercise that right within the applicable statutory period;
• the customer may be responsible for the direct cost of returning the goods where this obligation was properly disclosed before purchase;
• Hakyarts may wait to reimburse the customer until the goods have been returned or the customer provides evidence that they have been sent back, subject to applicable law; and
• any refund will be processed in accordance with the applicable statutory requirements.

Where a statutory withdrawal exemption applies to a made-to-order or personalised product, the statutory right of withdrawal may not apply.

Where Hakyarts offers a voluntary return beyond any statutory requirement, the conditions of that voluntary return will be communicated to the customer before the return is approved.

All voluntary returns require prior approval.

Where a return is approved on a voluntary basis, the customer may be responsible for return shipping costs and any other deductions expressly permitted under the applicable return conditions.

Any deduction from a refund will be based on an amount that Hakyarts is legally permitted to retain or on a voluntary-return condition communicated to the customer in advance.

7. Returned or Uncollected Parcels

Where an order has already been dispatched and the customer subsequently requests a return or no longer wishes to receive the parcel, Hakyarts may be unable to intercept the shipment.

Where appropriate, the customer may allow the parcel to return to Hakyarts by:

• declining delivery where possible; or
• not collecting the parcel from the designated pickup location.

Once the parcel has been returned to Hakyarts, the applicable refund or return request can be reviewed and processed according to the customer's statutory rights, the product's status and the applicable return conditions.

A parcel being returned to Hakyarts does not, by itself, determine the amount of any refund.

8. Customs, Duties & Import Charges

For international orders, customs duties, import charges, taxes or other governmental charges may apply depending on the destination and the circumstances of the order.

Where such charges are collected at checkout, they may be displayed separately from the product price.

Where an order is cancelled, returned or refunded, the treatment of duties, taxes and import charges may depend on applicable customs procedures, tax rules, payment-provider rules and the circumstances of the transaction.

Hakyarts cannot guarantee that duties or import charges will be recoverable from customs authorities following a return or cancellation.

Where applicable, Hakyarts will provide the customer with the information or documentation reasonably available to assist with the relevant customs process.

9. Low-Value Orders

For low-value orders, Hakyarts may offer an alternative resolution where the cost of return shipping or replacement logistics would be disproportionate to the value of the order.

Depending on the circumstances and applicable law, an alternative resolution may include:

• a replacement;
• a partial refund;
• store credit; or
• another appropriate solution.

Any alternative resolution will be communicated to the customer before it is finalised.

This section does not limit any mandatory statutory rights.

10. Abuse Prevention

To protect our customers and maintain a fair service for everyone, Hakyarts may review requests where there are reasonable indications of misuse, including:

• repeated or excessive claims;
• fraudulent, misleading or materially inconsistent information;
• repeated claims concerning orders that have already been resolved;
• attempts to exploit promotional pricing, discounts or shipping conditions; or
• activity indicating fraudulent or abusive behaviour.

Hakyarts may request reasonable evidence where necessary to assess a claim.

Nothing in this section limits any mandatory consumer rights.

11. Customer Support

If you have questions regarding your order, cancellation request, return, replacement or refund, please contact our support team.

We aim to resolve issues fairly, transparently and efficiently while continuing to provide high-quality, individually produced artwork.

Nothing in this policy is intended to remove or restrict rights that consumers have under mandatory applicable consumer protection law.