Refund policy

Return, Refund and Withdrawal Policy

Last updated: 19 June 2026

This Return, Refund and Withdrawal Policy applies to physical original artworks, standard art prints and other physical products purchased by consumers through IrenArtStudio.

1. Seller information

The seller is:

Luminastart j.d.o.o.
Drašnička 6
10000 Zagreb
Croatia

OIB: 60810227735
Email: info@irenart.studio

2. EU statutory right of withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from an online purchase within 14 days without giving any reason.

For physical goods, the withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.

If your order contains several goods delivered separately, the withdrawal period begins on the day you receive the final item from the order.

If goods are delivered in several lots or pieces, the withdrawal period begins on the day you receive the final lot or piece.

You may also notify us that you wish to withdraw before the goods are delivered.

This statutory right applies to original artworks and standard art prints unless a specific legal exception applies.

3. Our voluntary 30-day money-back guarantee

In addition to your statutory consumer rights, IrenArtStudio offers a voluntary 30-day money-back guarantee for eligible original artworks and standard art prints.

The 30-day guarantee period begins on the day you receive your order.

If you are not satisfied with your purchase for any reason, you may contact us within 30 days of receiving the item and request a return under this guarantee.

To use the guarantee, contact info@irenart.studio and provide:

  • your full name;

  • your order number;

  • the email address used for the purchase;

  • the item or items you wish to return; and

  • a clear statement that you wish to use the 30-day money-back guarantee.

The goods must be returned carefully and securely packaged.

Unless the item is defective, damaged upon delivery, incorrect or otherwise not in conformity with the contract, you are responsible for the direct cost of returning it.

We may withhold the refund until we have received the returned goods or you have provided acceptable evidence that they have been sent back, whichever occurs first.

Once the returned goods or acceptable proof of shipment has been received, we will process the eligible refund promptly to the original payment method.

This voluntary guarantee is provided in addition to, and does not replace or limit, any statutory consumer rights available under applicable law.

4. How to exercise the right of withdrawal

You must notify us of your decision before the applicable withdrawal period expires.

You may do this by:

  • using the cancellation or return option available through your Shopify customer account, order page or electronic withdrawal function; or

  • sending a clear statement by email to info@irenart.studio.

Your request should include:

  • your full name;

  • your order number;

  • the email address used for the purchase;

  • the item or items concerned; and

  • a clear statement that you wish to withdraw from the purchase.

You may use the model withdrawal form at the end of this policy, but its use is not mandatory.

If you submit a withdrawal request electronically through Shopify, you should receive an electronic confirmation that the request has been submitted.

You can access your customer account and submit an eligible cancellation or return request.

5. Returning the goods

After notifying us of your statutory withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision.

For returns made under our voluntary 30-day money-back guarantee, you must follow the return instructions provided after contacting us.

Returns must be sent to:

Luminastart j.d.o.o.
Drašnička 6
10000 Zagreb
Croatia

The statutory return deadline is met if you send the goods before the applicable 14-day return period expires.

Original artworks and art prints must be packaged carefully and securely so that they are protected against impact, bending, moisture and other transport damage.

For original artworks, we strongly recommend using insured and tracked return shipping appropriate to the value, dimensions and fragility of the artwork.

Please retain proof of postage or shipment until the return has been completed.

6. Return shipping costs

When you exercise the statutory right of withdrawal or use the voluntary 30-day guarantee because you changed your mind, you are responsible for the direct cost of returning the goods.

We will cover reasonable return costs where the item is defective, damaged upon delivery, incorrect or otherwise not in conformity with the contract.

Original artworks and oversized goods may not be suitable for ordinary postal return. The return cost may therefore be significant due to the size, value, packaging and insurance requirements.

Where possible, please contact us before arranging the return of a large original artwork so that suitable transport arrangements can be discussed.

For original artworks and other goods that, because of their size, value or nature, cannot normally be returned by ordinary post, the customer is responsible for the direct cost of insured return transport when returning the item because of a change of mind.

The estimated maximum return cost will depend on the destination, dimensions, weight, packaging and insurance requirements of the artwork. As a general estimate, the maximum return cost may be approximately equal to the original delivery cost shown or communicated before purchase.

Before completing a purchase, customers may contact us at info@irenart.studio for a more specific estimate of the potential return cost for a particular artwork and destination.

7. Condition and handling of returned goods

You may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and condition.

You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for such inspection.

Where reasonably possible, goods should be returned in their original protective packaging.

The absence of original packaging does not automatically remove your statutory right of withdrawal. However, the item must be packaged adequately for safe return transport.

We reserve the right to reduce a voluntary guarantee refund where the value of the goods has been diminished through excessive handling, damage or inadequate return packaging.

8. Refunds following statutory withdrawal

If you validly exercise your statutory right of withdrawal, we will reimburse all payments received from you in relation to the returned goods, including the cost of the least expensive standard delivery method offered for the original order.

If you selected a more expensive delivery method, such as express or premium delivery, the additional amount above the least expensive standard delivery cost will not be refunded.

The reimbursement will be made without undue delay and no later than 14 days after the date on which you informed us of your decision to withdraw.

For physical goods, we may withhold reimbursement until:

  • we receive the returned goods; or

  • you provide evidence that the goods have been sent back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

You will not incur additional fees for the reimbursement.

9. Refunds under the 30-day money-back guarantee

For returns accepted under our voluntary 30-day money-back guarantee, we will refund the eligible purchase amount after:

  • the returned goods have been received; or

  • acceptable proof of return shipment has been provided,

whichever condition we confirm as sufficient in the circumstances.

Unless required by applicable law, original delivery charges are not refundable for requests made solely under the voluntary guarantee after the statutory 14-day withdrawal period has expired.

This does not affect any refund of standard delivery charges required when you validly exercise the statutory right of withdrawal.

The voluntary guarantee does not cover:

  • damage caused after delivery through improper handling, storage or display;

  • accidental damage caused by the customer;

  • damage caused by inadequate return packaging;

  • normal variations in colour caused by differences between screens and the physical artwork, where the artwork otherwise corresponds to its description;

  • personalised or custom-made goods where the exclusion was clearly disclosed before purchase.

10. Original artworks

Original artworks are unique, one-of-a-kind pieces.

They are covered by the statutory right of withdrawal and our voluntary 30-day money-back guarantee, subject to this policy.

Because an identical replacement is normally impossible, an exchange for the same original artwork cannot usually be offered.

Where an original artwork is damaged, defective or otherwise not in conformity with the contract, the available remedy may include repair, an appropriate price reduction, cancellation and refund, or another solution agreed with the customer, depending on the circumstances and applicable law.

Small variations in texture, brushwork, colour, surface detail or handmade appearance are inherent characteristics of original artwork and are not necessarily defects.

11. Standard art prints

Standard art prints selected from the designs, formats and options ordinarily offered on the website are covered by the statutory right of withdrawal and our voluntary 30-day money-back guarantee.

A standard art print is not treated as personalised merely because it is printed or prepared after the order is placed.

Minor variations in colour may occur because screens, displays, printing methods and paper types reproduce colours differently. Such minor variations do not automatically mean that the product is defective or not as described.

12. Personalised or custom-made goods

The statutory right of withdrawal and the voluntary 30-day money-back guarantee may not apply to goods made according to the customer’s individual specifications or clearly personalised.

This exception applies only where the customer requested genuine individual customisation, such as:

  • a personalised name or inscription;

  • individually specified dimensions not offered as a standard option;

  • customised colours, layout or composition;

  • a commissioned artwork;

  • another material modification created specifically for that customer.

Where this exception applies, it will be clearly disclosed before the purchase is completed.

This exception does not affect the customer’s rights if the personalised or custom-made item is defective, damaged, incorrect or otherwise not in conformity with the contract.

13. Damaged, defective or incorrect items

Please inspect your order as soon as reasonably possible after delivery.

If an artwork or print arrives damaged, defective or incorrect, contact us promptly at info@irenart.studio and provide:

  • your order number;

  • a description of the issue;

  • clear photographs of the item;

  • photographs of the external and internal packaging; and

  • photographs of any visible parcel damage.

Prompt notification, preferably within 48 hours, helps us document transport damage and resolve the issue with the carrier.

However, failure to contact us within 48 hours does not remove or limit any statutory consumer rights.

Do not discard the packaging until the matter has been reviewed.

Depending on the circumstances and applicable law, the solution may include:

  • repair;

  • replacement;

  • an appropriate price reduction;

  • cancellation of the contract; or

  • a refund.

14. Legal guarantee of conformity

Your statutory rights concerning defective, damaged or non-conforming goods remain unaffected by this policy.

Consumers in the European Union have mandatory rights relating to goods that are defective, damaged or not as advertised.

Nothing in this policy limits or excludes any mandatory consumer rights available under Croatian or European Union law.

Our voluntary 30-day guarantee is additional to these statutory rights and does not replace or reduce them.

15. Order cancellation before fulfilment

Eligible customers may be able to submit a cancellation request before an order has been fulfilled through the Shopify customer account, order page or another electronic function provided by Shopify.

Submitting a cancellation request does not necessarily mean that the order has already been cancelled.

If production, packaging or dispatch has not begun, we will normally attempt to cancel the order and issue the appropriate refund.

If the order has already been fulfilled, dispatched or cannot reasonably be stopped, the customer may need to receive the goods and then exercise the applicable return or withdrawal rights.

16. Shopify cancellation and return requests

Eligible customers may be able to submit:

  • a cancellation request before an order has been fulfilled; or

  • a return request after an order has been fulfilled,

through the Shopify customer account, order page or another electronic link provided by Shopify.

Submitting a request does not automatically issue a refund.

We will review and process each request in accordance with applicable law, this policy and the circumstances of the order.

The electronic Shopify process is an additional method of submitting a request. It does not limit your ability to contact us directly by email.

17. Exchanges

Original artworks are unique and cannot normally be exchanged for an identical replacement.

Where appropriate, we may agree that an original artwork can be returned and another available artwork purchased separately.

Standard art prints may be replaced where they are damaged, defective, incorrect or otherwise not in conformity with the order.

Any discretionary exchange offered outside statutory rights will be subject to availability and prior agreement.

18. Non-delivery and lost parcels

If your order has not arrived within the expected delivery period, contact us at info@irenart.studio.

We may ask you to confirm the delivery address and assist with an investigation through the relevant courier or postal provider.

Responsibility for the goods remains with us until the goods are delivered to you or to a third party designated by you, other than the carrier.

Where an order is confirmed lost, we will provide an appropriate remedy, which may include replacement where possible or a refund.

19. Contact

For withdrawal, cancellation, return, refund, damage or product-conformity enquiries, contact:

Luminastart j.d.o.o.
Drašnička 6
10000 Zagreb
Croatia

OIB: 60810227735
Email: info@irenart.studio

20. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To:

Luminastart j.d.o.o.
Drašnička 6
10000 Zagreb
Croatia
Email: info@irenart.studio

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product or artwork: __________________________

Order number: ______________________________

Ordered on: _________________________________

Received on: ________________________________

Consumer’s full name: _______________________

Consumer’s address: _________________________

Consumer’s email address: ___________________

Date: ______________________________________

Signature of consumer, only if submitted on paper: