Refund policy

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At DArtano, we want you to shop with confidence. This policy applies to all countries we currently ship to, as listed at checkout.

Made-to-Order Products (Wall Art, Mugs, and Tote Bags)

All made-to-order items, including posters, mugs, and tote bags, are produced specifically for your order by our trusted print partner, Gelato.

Because these items are made to order and produced to your specifications, they are exempt from the 14-day right of withdrawal under applicable UK and EU consumer legislation. We therefore do not accept returns or cancellations for change of mind, size selection errors, unwanted gifts, or other non-fault-related reasons.

If your item arrives damaged, defective, or there is a production issue, please contact us within 14 days of delivery. We will arrange a replacement or refund once the issue has been reviewed and clear photo evidence has been provided.

General Products (Clothing, Accessories, Home Decor)

Most general products on our site are fulfilled by our trusted international suppliers and shipped directly from their warehouses.

Under UK and EU consumer law, customers have the right to withdraw from most online purchases within 14 days of receiving their order.

  • You must notify us within 14 days of receiving your order if you wish to exercise your right of withdrawal.
  • Once you have notified us, you must return the goods within 14 days.
  • Returned items must be unused, undamaged, and in their original packaging, except where necessary to inspect the goods.
  • The customer is responsible for return postage costs unless the item is faulty, damaged, or incorrect.
  • Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, whichever occurs first.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with clear photos so we can resolve the issue quickly.

Non-Returnable Items

For hygiene, safety, and custom-production reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

  • Underwear, swimwear, or other intimate clothing
  • Earrings or body jewellery
  • Personalised or custom-made items, such as engraved jewellery or custom prints
  • Made-to-order print-on-demand products, including posters, mugs, and tote bags produced specifically for your order
  • Digital downloads or made-to-order digital designs

If an item qualifies for a return, we will provide return instructions and the appropriate return address. Return shipping costs, unless due to a verified fault, are the responsibility of the customer.

Please do not return items to the address shown on the packaging unless instructed, as this may cause delays or invalidate your return.

Digital Downloads

Digital downloads and instant-access files are non-returnable and non-refundable once accessed or downloaded.

By purchasing a digital product from DArtano, you consent to immediate access to the file and acknowledge that this waives your 14-day right to cancel under the UK Consumer Contracts Regulations and applicable EU consumer legislation.

How to Request a Return

To start a return request, please visit https://account.dartano.shop or email digitaldartano@gmail.com.

Please include the following details:

  • Your order number
  • Photos of the item, if damaged, faulty, or incorrect
  • A short description of the issue

Once approved, we will provide return instructions and the appropriate return address.

Refunds

Refunds are processed once returned items are received and inspected. Where a customer exercises their statutory right of withdrawal, refunds will be issued within 14 days of receiving the returned goods or evidence that the goods have been returned, whichever occurs first.

Refunds will be made using the original payment method. Where applicable under UK or EU consumer law, the original standard delivery charge paid at checkout will also be refunded. Any premium or upgraded delivery services selected by the customer are non-refundable.

Once approved, please allow up to 5 business days for the refund to appear in your account.

No restocking fees apply. Final sale items are not eligible for return unless faulty.

Exchanges

We do not currently offer exchanges. If there is an issue with your order, please contact us to arrange a return and refund instead.