Last updated: September 2026

At EtnoArt, every artwork is individually prepared and personalized using the photograph and information provided by the customer.

This Return & Refund Policy explains the rules that apply to cancellations, personalized products, damaged or faulty items, incorrect orders and lost shipments.

1. Personalized Products and Right of Withdrawal

EtnoArt products are made according to the customer’s individual specifications and are clearly personalized.

For this reason, the standard 14-day right of withdrawal that normally applies to online purchases does not apply to personalized products where the applicable consumer law provides an exception for goods made to the consumer’s specifications or clearly personalized goods. European Union

This exception applies to changes of mind and does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

2. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at:

support@etnoartstudio.com

We will try to accommodate cancellation if the individual preparation of your artwork has not yet begun.

Because each order is personalized and work may begin shortly after successful payment, cancellation cannot be guaranteed once personalized preparation has started.

If EtnoArt confirms that an order has been cancelled before personalized work has begun, the applicable payment will be refunded through the original payment method unless otherwise agreed.

If EtnoArt is unable to fulfil an order, any amount paid for the unfulfilled order will be refunded.

3. Faulty, Damaged or Incorrect Products

Your statutory consumer rights remain unaffected by this policy.

Where applicable EU consumer law applies, goods benefit from a legal guarantee of conformity of at least two years from delivery. If goods are faulty or do not conform to what was ordered or advertised, the seller may be required to provide repair or replacement at no cost and, where appropriate under applicable law, a price reduction or refund. European Union

Please contact us if:

• your artwork arrives damaged;
• you receive the wrong product;
• the product differs materially from the personalization details provided with your order;
• the product has a manufacturing defect;
• or the product otherwise does not conform to the order.

We may ask you to provide your order number and photographs showing the product, packaging and relevant issue so that we can investigate and resolve the matter.

4. Damage During Shipping

Where EtnoArt arranges the delivery, responsibility for the goods during transportation remains with EtnoArt until the goods are delivered to you or another person designated by you, to the extent required by applicable law. EU consumer guidance similarly places transport risk on the seller where the seller arranged delivery. European Union

If your order appears to have been damaged during transportation, please notify us as soon as reasonably possible.

We recommend reporting visible shipping damage within 7 days of delivery so that we can investigate the issue promptly with the carrier.

This 7-day period is a recommendation for faster handling and does not limit, replace or remove any statutory consumer rights or legal guarantee rights that apply to your purchase.

Where possible, please provide photographs of:

• the damaged artwork;
• the packaging;
• and the shipping label.

5. Lost or Undelivered Shipments

If a shipment arranged by EtnoArt is confirmed as lost before delivery, we will provide an appropriate solution, which may include replacement or refund.

Where applicable consumer law requires it, EtnoArt remains responsible for delivery until the goods are received by the customer or another person designated by the customer. European Union

Please contact us if your order has not arrived within a reasonable period after the estimated delivery date.

6. Natural Wood Variations

EtnoArt artworks are created on natural birch wood.

Natural wood grain, knots, markings, tone and slight colour variations are normal characteristics of natural wood and are not considered defects by themselves.

Every piece of wood is different, which means the finished artwork may contain natural variations compared with examples shown on our website.

This does not affect your rights where the finished product is genuinely faulty or otherwise does not conform to your order.

7. Remedies and Refunds

Where a product is faulty, damaged, incorrectly supplied or otherwise non-conforming, the appropriate remedy will depend on the circumstances and applicable consumer law.

Depending on the situation, this may include:

• repair;
• replacement;
• price reduction;
• or refund.

Where EU consumer rules apply, repair or replacement should normally be provided without cost to the consumer, including necessary costs associated with bringing the goods into conformity. European Union

Where a refund is due, it will normally be processed using the original payment method unless another method is agreed.

Processing time after a refund is issued may depend on the relevant bank or payment provider.

8. Contact

For questions regarding cancellations, damaged products, refunds or other order issues, please contact:

EtnoArt
Operated by: NOVA LANČ DOOEL Veles
Address: Ul. Arhiepiskop Mihail No. 15, Veles, North Macedonia
Tax ID: 4004018516985
Email: support@etnoartstudio.com
Website: https://etnoartstudio.com