Returns, Refund & Cancellation Policy

All Hakyarts products are made to order and produced individually upon purchase. As such, many items may be considered customised goods under EU consumer law, where the standard 14-day right of withdrawal may not apply once production has begun, provided the customer has been clearly informed at checkout.

This does not affect your statutory rights regarding defective or misdescribed goods.

1. Order Cancellation

Orders can be cancelled before production begins.

Once production has started, cancellation may no longer be possible due to the made-to-order nature of our products.

If you wish to cancel your order, please contact us as soon as possible, and we will confirm whether cancellation is still feasible.

2. Defective or Damaged Items

A product is considered defective only in cases of significant manufacturing or fulfilment errors attributable to Hakyarts, including:

The product differs materially from the ordered design
Size deviation greater than 2 cm
Significant printing or production defects affecting the intended appearance
Damage occurring during fulfilment or preparation prior to dispatch

Minor variations in colour, tone, texture, or finish are inherent to the printing process and do not constitute defects.

3. Reporting Issues

If you believe your item is defective:

Contact us within 7 days of delivery
Include your order number
Provide clear photos of the product and packaging
Briefly describe the issue

For visibly damaged parcels, please report within 3 days of delivery where possible.

Please do not return any items before receiving instructions.

Once reviewed, we will offer an appropriate resolution, which may include a replacement or refund in accordance with applicable consumer rights.

4. Returns & Non-Defective Cases

For non-defective items, including change of mind or incorrect selection:

As our products are made to order, returns may not always be accepted once production has begun.

Where returns are accepted on a case-by-case basis:

Return shipping costs are borne by the customer
A handling fee of €8 may apply to cover processing and inspection costs
Items must be returned in their original condition and packaging

Refunds (if applicable) are processed within 7–14 business days after inspection.

5. Carrier Responsibility

Once an order has been dispatched, responsibility for delivery lies with the shipping carrier.

We are not responsible for delays or damage occurring in transit. However, we will assist customers in filing claims with the carrier where applicable.

For high-value or bulk orders, we recommend selecting tracked and insured shipping options.

6. Low-Value Orders

For orders under €15 (including shipping), we may offer a partial refund or alternative resolution where appropriate, particularly when replacement shipping costs exceed item value. Customers will always be informed before any such resolution is applied.