Refund policy

Refund & Returns Policy

All products are produced on demand exclusively for each customer.

In accordance with Article 16(c) of EU Directive 2011/83/EU and § 312g (2) No. 1 BGB (German Civil Code), the statutory right of withdrawal does not apply to goods that are made to order or clearly personalized.

Since every print is individually produced after purchase, returns cannot be accepted for reasons unrelated to product quality or fulfillment accuracy.

This policy does not affect your statutory rights in the event of defective, damaged, or incorrectly delivered items.

Return Eligibility

A replacement or refund is available only in the following cases:

  1. The item received differs from the item ordered.

  2. The product arrives defective or damaged.

  3. The order has not arrived within 30 days of the order date.

Please inspect your order upon delivery and contact us as soon as possible (preferably within 72 hours) if the item is defective, damaged, or incorrect.

This helps us process your claim quickly and efficiently.

You can reach us at info@aconastudio.com with your order number, a short description of the issue, and clear photos of the item and packaging so we can evaluate the matter promptly.

Return Process

Because all products are produced and fulfilled by our print-on-demand partner, physical returns are not accepted.

If your claim is approved, we will arrange a replacement or issue a refund — no items need to be sent back unless specifically requested by our production partner.

Exchanges

Each product is made to order; therefore, we do not offer exchanges.

Failed Deliveries

Please ensure that all your delivery details (name, address, mail and phone number) are accurate.

If an order cannot be delivered due to an incorrect or incomplete address, refusal, or non-collection, it will not be eligible for a refund or free replacement.

If a carrier error causes the failed delivery, we will issue a replacement or refund at no cost to you.

Customs & Duties

Some countries may charge import taxes or duties. These are the customer’s responsibility.

Orders returned to sender due to unpaid duties or import fees are considered failed deliveries and are not eligible for refund or replacement.

Refunds

Once a refund is approved, it will be issued to the original payment method within 10 business days.

Processing times from your bank or payment provider may vary.

If you have not received your refund within 15 business days following approval, please contact us at info@aconastudio.com.

Please note: Items sent back to us without prior authorization will not be accepted or refunded.

Legal Notice

This policy does not limit your statutory warranty rights under applicable consumer protection laws.