Refund policy

Last updated: August 17, 2025

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

This Policy applies in addition to any mandatory consumer rights under applicable law (including the EU/UK withdrawal right and remedies for faulty goods) 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@myart-shop.com. Please note that return instructions and the appropriate return address will be provided by our support team after your request is reviewed.

If your return is approved, we’ll provide you with all the necessary instructions on how and where to send your package. Please note that return shipping is at your own expense, except as set out under “Damages and issues” and in the EU/UK cooling-off section, and we’re may experience delays in processing items sent back without first contacting us.

You can always contact us for any return question at support@myart-shop.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right

For faulty, damaged or misdescribed items, we cover reasonable return or replacement shipping costs and provide repair, replacement, or refund free of charge, within a reasonable time and without significant inconvenience to you.

UK consumers: you have a 30-day short-term right to reject faulty goods for a full refund, or you may choose repair or replacement. This is in addition to your other statutory rights

Exceptions / non-returnable items

Certain items are not eligible for return due to their nature. This includes: Customized products, such as paint-by-numbers kits created using your personal photo. These items are made specifically for you and cannot be resold or reused, which is why they are non-returnable. We begin production shortly after an order is placed, so once processing starts, cancellations or returns are not possible. 

This does not affect your statutory rights if the item is faulty or not as described

Gift cards are also non-refundable. Gift cards cannot be returned or redeemed for cash unless required by law. 

In certain U.S. states you may redeem small remaining balances for cash (e.g., California: <$10, Colorado: ≤$5). We honor all such state-specific requirements

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EU/UK 14-day cooling-off period (Right of Withdrawal)

You have 14 days from the day you receive the goods to tell us you are cancelling the contract. You then have 14 days to send the goods back. When you cancel, we will refund all payments received, including the cost of our least expensive standard delivery option, within 14 days of being informed of your decision to cancel. We may withhold the refund until we receive the goods back or you provide evidence of having sent them. Unless we agree otherwise, you bear the direct cost of return shipping (except for faulty/misdescribed goods)

You may handle and inspect goods to determine their nature and characteristics as you would in a shop. We may reduce your refund to reflect any diminished value resulting from handling beyond that.

Refunds

Outside the EU/UK, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 10 business days have passed since we approved your return, please contact us at support@myart-shop.com.

For EU/UK cancellations, refunds are processed as set out in the EU/UK 14-day cooling-off section.

Cancellation Policy — Duplicate Orders & Responsibility

Order Responsibility
Customers are responsible for reviewing their order details carefully before completing the purchase. Once an order is placed, it is considered confirmed.

Duplicate Orders
In the event that a customer accidentally places duplicate or multiple identical orders, it is the customer’s responsibility to contact our support team immediately to request cancellation.

If we do not receive a cancellation request before the order has been shipped, all orders will be processed and shipped as confirmed. Duplicate orders that have already been dispatched are not eligible for cancellation, refund, or chargeback.

Order Cancellation
Order cancellations are only possible before shipment. Once an order has been dispatched or is in transit, cancellation is no longer possible.