Under the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
To exercise this right, contact hello@poetonic.com within 14 days of delivery, clearly stating your intention to withdraw along with your order number.
Items must be returned in their original, unused condition with all packaging intact. You have the right to inspect items as you would in a physical gallery, but items that show signs of use, display, hanging, or damage beyond reasonable inspection cannot be accepted.
You are responsible for the cost of return shipping. I recommend using a tracked and insured service, as items remain your responsibility until they reach me.
Refunds will be issued within 14 days of receiving the returned item, using the same payment method as the original purchase.
The following items are exempt from the 14-day withdrawal right under EU law: original artworks that are commissioned, personalised, or created to order, and items that have been unsealed where the seal was clearly marked.
Standard press items (prints, zines, decks) are eligible for withdrawal provided they are returned in original, unopened condition.
If your item arrives defective or damaged in transit, contact hello@poetonic.com within 48 hours of delivery. Please include clear photographs of the damage (both the item and the outer packaging), your order number, and a brief description of the issue. Do not discard the packaging.
For verified defective or damaged items, I will offer a full refund or replacement at my discretion, and I will cover all return shipping costs.
Under EU Directive 2019/771, all goods sold to EU consumers carry a minimum 2-year guarantee of conformity. If a product develops a defect or is found not to conform with what was described within this period, you are entitled to a repair, replacement, price reduction, or full refund.
This guarantee does not cover damage caused by mishandling, improper storage, or normal wear appropriate to the nature of the item.
Items purchased in person at exhibitions, fairs, or studio visits are considered final sales under EU law. The 14-day right of withdrawal does not apply to goods bought at business premises.