Refund policy

Key Takeaways

EU/EEA customers have a 14-day right of withdrawal on all artwork and prints.
You pay return shipping unless the item is damaged, wrong, or defective.
Refunds are issued within 14 days of me receiving the returned item.
Damaged, wrong, or defective items are covered for all customers worldwide.
Natural changes in handmade materials over time are not a fault.

This summary is for convenience only. The full text below applies. Shipping costs and delivery times are on the Shipping & Returns page.

14-Day Right of Withdrawal (EU/EEA)

If you live in the EU or EEA, you can cancel your purchase within 14 days of receiving your order. You do not need to give a reason. Email me at lisakettyj@gmail.com within those 14 days to let me know you are using your right of withdrawal. A plain email is enough - you can also use the standard cancellation form set out in the Danish Consumer Contracts Act, but you do not have to.

After notifying me, you have a further 14 days to return the item. It must be unused and in the same condition you received it, in its original packaging.

How to Return an Item

Email lisakettyj@gmail.com with your order number within 14 days of delivery.
I confirm the return and send you the return address.
Pack the item securely and ship it back within 14 days of your notice.
Keep your tracking number as proof of return.

Please contact me before sending anything back, so I can give you the right return address - otherwise your return may be delayed.

Return Shipping Costs

For a standard return under the right of withdrawal, you pay the return shipping cost. If the item is damaged, wrong, or defective, I cover all return costs.

Refunds

I refund your payment within 14 days of receiving the returned item, using the same payment method you used for the order. If you cancel the whole order under the right of withdrawal, the refund also includes the standard shipping you paid when you ordered. If the item shows signs of use beyond what is needed to inspect it, the refund may be reduced to reflect the loss in value.

Once the refund is issued, it can take a few days for your bank or card provider to post it to your account.

Damaged, Wrong, or Defective Items

This applies to all customers, worldwide. If your item arrives damaged, incorrect, or defective, email me at lisakettyj@gmail.com within 14 days of delivery and include:

Photos of the issue
Your order number
A short description of the problem

I will arrange a replacement or a full refund, including any return shipping costs.

Faults and Material Ageing

Transport damage and anything visibly wrong should be reported within 14 days, so I can take it up with the carrier. A fault that only shows up later is still covered: if a piece has a fault that was already present when it left me, EU buyers can contact me within the two-year period set by Danish consumer law.

Handmade paper pulp and cardboard are natural materials. They react to sunlight and humidity, and small changes over time are part of the material, not a fault. Damage caused by hanging a piece in direct sun or in a damp room, or by handling, is not covered.

Original One-of-a-Kind Artwork

Finished original artwork sold as shown is covered by the 14-day right of withdrawal for EU/EEA customers. So are art prints: they are printed once you order, but they come in standard sizes, so they are not made to your specification. Only a piece I make to your own specification is exempt from the right of withdrawal, as allowed by EU consumer law.

Exchanges

I do not offer exchanges. If you want a different item or size, return the original for a refund and place a new order.

Customers Outside the EU/EEA

If you are outside the EU/EEA, the 14-day right of withdrawal does not apply by law, but I still accept returns of unused items in original condition within 14 days of delivery. You pay the return shipping. Damaged, wrong, or defective items are always covered.