Refund policy
Refund & Returns Policy
Our store offers two types of products with different return terms: made-to-order posters (print-on-demand) and stocked items (clothing & accessories). Please refer to the section that applies to your product.
1. Posters (Print-on-Demand)
All posters 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:
- The item received differs from the item ordered.
- The product arrives defective or damaged.
- 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 posters 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 poster is made to order; therefore, we do not offer exchanges.
2. Clothing & Accessories
For clothing and accessories, the statutory right of withdrawal for consumers applies.
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform us
AconaStudio
Tim Benjamin Heine
Schliemannstraße 17
10437 Berlin, Germany
Email: info@aconastudio.com
Phone: +49 157 35707810
of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Return Process
Please contact us before returning any item at info@aconastudio.com with your order number. We will provide you with the shipping information needed for your return.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To:
AconaStudio, Tim Benjamin Heine
Schliemannstraße 17, 10437 Berlin, Germany
info@aconastudio.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
_______________________________________________
Ordered on (*) / received on (*): _______________
Name of consumer(s): _______________________________________________
Address of consumer(s): _______________________________________________
Signature of consumer(s) (only if this form is notified on paper): _______________
Date: _______________
(*) Delete as appropriate.
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 14 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.