Returns & Refunds

Statutory Right of Withdrawal

For standard products purchased through our online store, consumers generally have a 14-day statutory right of withdrawal.

The withdrawal period begins when the customer, or a person designated by the customer, receives the goods.

The customer does not need to provide a reason for exercising the right of withdrawal.

The customer may exercise the right of withdrawal through the Right of Withdrawal function on our website or by another clear statement informing us of the decision to withdraw.

The withdrawal notice must be submitted within the applicable withdrawal period.

Returning a Standard Product

After exercising the right of withdrawal, the customer must return the product without undue delay and no later than 14 days after notifying us of the withdrawal, unless otherwise required by applicable law.

Please contact inlightandmemory@gmail.com before returning a product so that we can provide the appropriate return instructions.

The customer is responsible for the direct cost of returning a product when permitted by applicable law and when the customer has been informed of this before the purchase.

Refunds

When a customer validly exercises the right of withdrawal, we will refund the payments received from the customer in accordance with applicable consumer protection legislation.

The refund will normally include the original standard delivery charge paid by the customer, where required by law. Additional costs resulting from the customer's choice of a more expensive delivery method are not necessarily refundable.

We may withhold the refund until we have received the returned goods or the customer has provided evidence that the goods have been returned, whichever occurs first, where permitted by applicable law.

Refunds are processed through the original payment method unless otherwise agreed or required by law.

Condition of Returned Products

The customer may examine the artwork in a manner necessary to establish its nature, characteristics and functioning, as would be possible in a physical shop.

If the product has been handled beyond what is necessary to examine it and its value has consequently decreased, the customer may be responsible for the resulting decrease in value to the extent permitted by law.

Custom-Made Products

Products produced according to the customer's specific requirements or clearly personalised specifications may be excluded from the statutory right of withdrawal where the applicable consumer protection legislation provides for such an exception.

This may include a custom size or other specification agreed individually with the customer through our contact form.

Before production of a custom-made order begins, we will inform the customer if the statutory right of withdrawal does not apply to that order.

Defective or Damaged Products

The statutory rights concerning defective, damaged or otherwise non-conforming products apply regardless of the right of withdrawal described above.

If your artwork arrives damaged or has a production defect, please contact us at inlightandmemory@gmail.com. We will investigate the matter and provide an appropriate solution in accordance with applicable consumer protection legislation.

Contact

For questions concerning returns, refunds or defective products:

In Light and Memory
inlightandmemory@gmail.com