Refund & Return Policy

I want you to feel truly happy with your purchase. If, for any reason, your order isn’t the right fit for you, you may request a return within 14 days of receiving your item.

To be eligible for a return, the item must be returned in the same condition in which you received it—unused, unworn where applicable, with all original tags and original packaging intact. You will also need your receipt or other proof of purchase.

To request a return, please contact me [see contact page]. Once your return has been approved, you will receive instructions for returning the item. Return shipping costs are the responsibility of the customer.

If you have any questions about a return, please feel free to reach out to me [art"at"elodielutz.com]. I’m always happy to help.

Personalized commission/ Vision Paintings

Because these pieces are created individually to your specifications (subject, colors, size, etc. discussed with you in advance), they are excluded from the right of withdrawal under EU consumer law (§ 312g (2) No. 1 BGB / Art. 16(c) Consumer Rights Directive). These one-of-a-kind art pieces are non-refundable.

International orders (outside the EU/EEA)

The 14-day EU right of withdrawal described above applies to customers residing in the European Union / EEA. For orders shipped outside the EU/EEA, this statutory withdrawal right does not apply; however, we're happy to work with you on a case-by-case basis if you're not satisfied with your order.

Exchanges

If you would like a different item, the simplest way is to return your original purchase (where eligible) and, once the return has been accepted, place a new order for the piece you would like instead.

Refunds

Once your return has been received and inspected, I will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please note that it may take some additional time for your bank or credit card provider to process and display the refund in your account.

Thank you for choosing to bring my work into your world. I truly appreciate it.

 

Damaged or Incorrect Orders

Please also see our shipping policy

Please inspect your order carefully when as soon as it arrives. If your item is damaged, defective, or you have received the wrong item, please contact me as soon as possible,  so I can look into the situation and find the best solution for you.

For damaged items, please include photographs of the artwork or product and its packaging on arrival when contacting me. This helps me assess what happened and assist you quickly.

Original Artwork

Because these pieces are created individually to your specifications, they cannot be replaced however, I will do my best to refund your purchase as soon as possible, if you wish. I'm also happy to work with you on a case-by-case basis to find a satisfying solution for you if the artwork was damaged in transit and you wish for another painting as replacement, e. g. another original painting.