Refund policy
RETURN & REFUND POLICY
Last updated: September 2026
I want you to be happy with your purchase from Shawna Koontz Studio. This policy explains returns, refunds, cancellations and your statutory rights where applicable.
RIGHT OF WITHDRAWAL FOR EU/EEA CONSUMERS
If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase within 14 days without giving a reason, unless a legal exception applies.
For most physical products, the 14-day withdrawal period begins on the day you, or a person designated by you other than the carrier, receives the product.
To exercise your right of withdrawal, please use the withdrawal option provided on our website or contact hello@shawnakoontz.com with a clear statement that you wish to withdraw from your purchase.
After notifying us of your withdrawal, you must return the product within 14 days.
RETURNS
Returned products must be handled with reasonable care and returned safely packaged.
You may inspect a product as you reasonably would in a physical shop. If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, you may be responsible for any resulting reduction in value.
Unless otherwise stated or required by law, the customer is responsible for the direct cost of returning an unwanted product.
ORIGINAL ARTWORK AND TINY ORIGINALS
Ready-made original artworks and Tiny Originals purchased online are eligible for the statutory right of withdrawal where applicable.
Because original artworks are unique, please package returns carefully using the original protective packaging where reasonably possible.
CUSTOM COMMISSIONS AND PERSONALISED PRODUCTS
Products made specifically to your individual specifications or clearly personalised may be excluded from the statutory right of withdrawal where permitted by law.
This may include commissioned artwork created specifically for you.
PRINTS AND OTHER PHYSICAL PRODUCTS
Prints and other standard physical products may be returned within the applicable withdrawal period where the statutory right of withdrawal applies.
MAIL CLUB AND SUBSCRIPTIONS
The Art By Mail Club is available through recurring and, where offered, prepaid subscription options.
For subscriptions involving regular delivery of physical products, EU/EEA consumers generally have a 14-day statutory withdrawal period beginning upon receipt of the first product, subject to applicable law.
This statutory withdrawal right is separate from cancellation of future subscription renewals.
Recurring subscriptions may be cancelled to prevent future renewal charges using the cancellation options available through your customer account or by contacting hello@shawnakoontz.com.
Cancellation of a recurring subscription does not automatically cancel or refund an order that has already been processed, except where required by applicable law.
Prepaid subscriptions cover the prepaid period stated at purchase and do not automatically renew unless expressly stated at checkout. Statutory withdrawal rights remain unaffected.
REFUNDS FOLLOWING WITHDRAWAL
Where you validly exercise a statutory right of withdrawal, we will refund payments received from you for the returned purchase, including the cost of our least expensive standard delivery option where required by law.
If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost is not required to be refunded.
We may withhold the refund until we have received the returned product or you provide evidence that you have sent it back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.
DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Please inspect your order when it arrives.
If your order arrives damaged, defective or incorrect, contact hello@shawnakoontz.com as soon as reasonably possible and include your order number and photographs of the product and packaging where relevant.
We will work with you to provide an appropriate remedy in accordance with applicable consumer law.
LOST ORDERS
If you believe your order has been lost in transit, please contact hello@shawnakoontz.com.
We will investigate the shipment and, where applicable, arrange an appropriate replacement or refund. Your statutory rights regarding delivery remain unaffected.
GIFT CARDS
Gift cards are non-refundable except where a refund or withdrawal right is required by applicable law.
NON-EU/EEA CUSTOMERS
For customers outside the EU/EEA, return and cancellation rights may vary according to your location.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
CONTACT
For questions about a return, refund, withdrawal or subscription cancellation, contact:
Shawna Koontz Studio
hello@shawnakoontz.com