Refund policy

Return & Refund Policy
Last updated: 20 August 2025

MADAME ARTWITCH is the trading name of Yulia Kireeva (also written as "Julia Kireeva" in public materials) ("we", "us", "our").
This Return & Refund Policy explains when and how you can cancel an order, return items, and receive a refund when you purchase from our store. This policy does not affect your statutory consumer rights.

1) Scope & eligibility
This policy applies to purchases made through our website.

2) Change‑of‑mind returns (EEA/UK)
EEA/UK consumers have a 14‑day right to withdraw from distance purchases without reason.
How it works:
- Email madameartwitch@gmail.com within 14 days of delivery with your order number and a clear statement that you cancel.
- Return the goods within 14 days after your cancellation email. Keep proof of postage.
- We refund within 14 days of receiving the goods or valid proof of return (whichever is earlier), to the original payment method.
- You are responsible for return shipping unless the item is faulty. Any loss in value caused by handling beyond what is necessary to examine the work may be deducted.

3) Exceptions (no change‑of‑mind return)
- Commissions and clearly personalized works, including commissioned portraits and prints produced with personal text, bespoke options, or measurements made specifically for you.
- Items that have been mounted, framed, altered, or damaged after delivery.
- Any other statutory exceptions where applicable.
Note: Standard, non‑personalized prints and ready‑to‑ship original artworks are generally cancellable under the 14‑day rule in the EEA/UK.

4) Condition of returned items
Items must be returned in their original condition, handled only as necessary to examine the work, and in the original or equivalent protective packaging. You are responsible for any diminished value resulting from excessive handling.

5) Damages & issues
If your order arrives damaged, email photos of the packaging and item to madameartwitch@gmail.com within 48 hours so we can assist with the carrier and offer a repair, replacement, or refund as required. This does not limit your legal rights if you notify us later within a reasonable time.

6) Return process & address
- Contact us before sending any return. We will provide the correct return address and instructions.
- Use a tracked and insured service suitable for fine art, and include your order number inside the parcel.
- For returns from outside the EEA/UK, mark the customs form “Returned goods”. Any import charges we incur because a return was incorrectly declared may be deducted from your refund where permitted by law.

7) Refund timing & costs
- Change‑of‑mind returns (EEA/UK): refund within 14 days of receiving the goods or proof of return.
- Faulty/damaged items: processed as soon as reasonably possible once the issue is confirmed.
Shipping charges (original and return) are non‑refundable unless the item is faulty or required by law.

8) Exchanges
We do not operate a formal exchange program. If you would like a different item, please place a new order and return the original under this policy.

9) Regional rights (summary)
- EEA/UK: 14‑day right to withdraw from distance purchases (exceptions: custom or clearly personalized items).
- Rest of world: no change‑of‑mind returns unless required by local law.

10) Changes
We may update this Return & Refund Policy. We will post the updated version with a new “Last updated” date.

11) Contact
MADAME ARTWITCH (Yulia Kireeva) — madameartwitch@gmail.com