Returns, Refund & Cancellation Policy

All Hakyarts products are made to order and produced individually upon purchase. Due to the made-to-order nature of our products, certain items may fall under applicable exemptions to the standard 14-day right of withdrawal under EU consumer protection law, particularly where products are customised or personalised. Any applicable exceptions will only apply where customers have been clearly informed prior to purchase.

Nothing in this policy affects your statutory rights regarding defective, damaged, or incorrectly supplied goods.

1. Order Cancellation & Withdrawal Requests

Customers may request cancellation or exercise any applicable statutory withdrawal rights before production begins.

Once production has started, cancellation or withdrawal may no longer be possible for made-to-order or customised products where an applicable legal exemption applies.

All cancellation requests are reviewed individually based on the production status of the order at the time of the request and applicable consumer protection requirements.

Where production has not yet started, cancellation requests will generally be accepted.

2. Order Adjustments, Free Shipping & Promotional Conditions

Free shipping offers, discounts, and promotional benefits are conditional upon the order meeting the applicable requirements at the time the order is completed.

If an order is partially cancelled, refunded, or modified before fulfilment, the order value will be recalculated based on the final retained items.

If the revised order no longer qualifies for a promotional benefit, including free shipping thresholds or bundle discounts, Hakyarts reserves the right to adjust the order accordingly, including applying the applicable shipping fee based on the final order value.

Any adjustments will be clearly communicated before a refund or modification is finalised.

Promotional benefits apply only to the final retained order after any approved cancellation, refund, or modification.

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 design ordered

  • A significant printing or production defect affects the intended appearance

  • The product is damaged due to production, handling, or fulfilment before dispatch

  • The size differs significantly from the ordered dimensions

Minor variations in colour, tone, texture, or finish may occur due to differences in screens, printing processes, paper characteristics, and artistic reproduction. Such variations are inherent to printed products and do not generally constitute defects.

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 packaging

  • A brief description of the issue

For damaged parcels, we recommend reporting the issue as soon as possible after delivery to help us investigate with the carrier.

Please do not return any items before receiving instructions from our support team.

After reviewing your request, Hakyarts will provide an appropriate resolution in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, repair, refund, or another suitable remedy.

5. Replacement Resolution

Where an issue is confirmed and a replacement is offered, Hakyarts may provide a free replacement as an appropriate solution.

If a customer accepts a replacement, the replacement will be considered the agreed resolution for the reported issue. Once the replacement has been accepted and dispatched, a refund for the same reported issue will generally no longer be available, unless required under applicable consumer protection law or where the replacement itself is defective.

Accepting a replacement does not affect any mandatory statutory rights available to customers.

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

6. Returns & Non-Defective Items

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

  • Returns may not be accepted once production has started due to the made-to-order nature of our products and applicable legal exemptions

  • All returns require prior approval

  • Return shipping costs are the responsibility of the customer unless otherwise required by law

  • Returned items must be unused and in their original condition and packaging

Where legally permitted and clearly communicated in advance, reasonable processing or handling costs may be deducted from approved refunds.

Approved refunds are processed within 7–14 business days following approval and completion of any required inspection process.

7. Shipping & Carrier Responsibility

Hakyarts works with external delivery partners to ship orders safely and efficiently.

While we are not responsible for delays caused by carriers, customs procedures, or circumstances outside our control, we will assist customers with tracking information and support where possible.

For higher-value orders, tracked shipping options are recommended where available.

8. Low-Value Orders

For orders with a total value below €15 including shipping, Hakyarts may offer an alternative resolution where replacement shipping costs are disproportionate to the order value.

Possible solutions may include a replacement, partial refund, store credit, or another appropriate resolution.

Customers will always be informed of available options before a resolution is finalised.

9. Abuse Prevention

To protect our customers and maintain a fair service for everyone, Hakyarts reserves the right to review requests involving suspected misuse, including:

  • Repeated or excessive claims

  • Fraudulent, misleading, or inconsistent information

  • Patterns of requests inconsistent with normal purchasing behaviour

  • Attempts to exploit promotional pricing, discounts, or shipping conditions

Nothing in this section limits any mandatory consumer rights under applicable law.

10. Customer Support

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

We are committed to resolving issues fairly, transparently, and efficiently while providing high-quality made-to-order artwork.