Returns, Refund & Cancellation Policy

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.

Production & Order Preparation

As our products are individually produced upon order, preparation may begin shortly after an order is placed. Preparation may include, but is not limited to:

print file processing;
printing;
cutting;
finishing;
quality control;
packaging;
preparation for dispatch.

Once order preparation has commenced, Hakyarts may already have incurred production, material and labour costs which cannot reasonably be recovered.

Where cancellation is still accepted after preparation has begun, any refund may be subject to deductions permitted by applicable law or under the voluntary cancellation conditions described below.

Orders Already Dispatched

Once an order has been packed, handed to a carrier, or entered the dispatch process, it is generally no longer 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 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 those ordered.

Printed artwork may contain minor variations arising from:

printing processes;
paper characteristics;
colour reproduction;
trimming;
finishing.

Differences between a customer's screen and the physical print may also occur because of display technology, colour calibration, lighting and viewing conditions.

Such ordinary variations do not necessarily constitute defects.

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;
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 with the carrier if required.

Please do not return an item without first contacting our support team and receiving 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:

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 agreed resolution of a reported issue, Hakyarts will generally not provide an additional refund for that same issue unless:

the replacement is itself defective;
the replacement cannot reasonably resolve the issue; or
a different remedy is required by applicable law.

Accepting a replacement never limits mandatory statutory rights.

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 was disclosed before purchase;
Hakyarts may wait until returned goods have been received (or evidence of return has been supplied) before issuing reimbursement where permitted by law.

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

Where Hakyarts accepts a voluntary return outside statutory obligations:

prior approval is required;
return shipping remains the customer's responsibility unless otherwise agreed;
the returned item must be unused and in its original condition;
approved voluntary returns may be subject to the Production & Handling Fee described below where permitted.

6A. Voluntary Cancellations & Production Handling Fee

Where Hakyarts voluntarily agrees to cancel an order after production or order preparation has already commenced, we reserve the right to deduct a Production & Handling Fee of up to 17% of the product value to reflect costs already incurred.

This fee may reflect, among other things:

print preparation;
production scheduling;
material consumption;
packaging preparation;
labour already performed.

This Production & Handling Fee is never applied where:

the item is defective;
Hakyarts supplied the wrong product;
applicable consumer protection law requires a full refund without deduction.

Where no statutory withdrawal right exists because the product benefits from a legal exemption, any cancellation accepted after production has commenced is entirely voluntary.

Any applicable Production & Handling Fee will always be communicated before the cancellation is finalised.

7. Returned or Uncollected Parcels

Where an order has already been dispatched and the customer no longer wishes to receive it, Hakyarts may ask the customer to:

decline delivery where possible; or
simply not collect the parcel from the designated pickup point.

Once the parcel has physically returned to Hakyarts, the applicable refund, cancellation or return request can be reviewed and processed.

A parcel being returned does not automatically determine the amount of any refund.

Refunds relating to dispatched orders are generally processed after the returned parcel has been received and inspected unless applicable law requires otherwise.

8. Customs, Duties & Import Charges

For international orders, customs duties, import charges or taxes may apply.

Where collected at checkout, these may appear separately from the product price.

Where an order is cancelled or returned, the recoverability of duties and import charges depends on customs authorities, tax rules and payment providers.

Hakyarts cannot guarantee that customs authorities will reimburse such charges.

9. Low-Value Orders

For low-value orders, Hakyarts may offer an alternative commercial solution where replacement or return shipping would be disproportionate.

Possible solutions include:

replacement;
partial refund;
store credit;
another reasonable commercial solution.

Nothing in this section limits statutory consumer rights.

10. Abuse Prevention

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

repeated or excessive claims;
fraudulent or misleading information;
repeated claims concerning already resolved matters;
attempts to exploit discounts, promotions or shipping benefits;
behaviour inconsistent with normal purchasing activity.

Hakyarts may request reasonable supporting evidence where necessary.