Returns & Refunds

Last updated: 1 November 2026

Returns, cancellation and your rights

Seller: Katja Turnsek, Formrill SP, operating the Pet Art with Heart art brand. Email: katja@pet-art.net. Telephone: +46 73 078 57 44.

This policy distinguishes personalised commissions from non-personalised artwork. It does not limit mandatory rights for faulty goods, damage, non-conformity or non-delivery. Our Terms & Privacy also explain ordering and payment.

1. Personalised portrait commissions

A portrait created to your specifications is normally exempt from the statutory change-of-mind withdrawal right for ordinary online purchases. We explain this before booking. The exception applies to genuinely personalised goods; it is not a blanket exclusion covering everything sold by an artist.

As an additional commercial promise, you may cancel a portrait commission within seven calendar days after booking for a full refund of everything paid, even if preparation has begun. Email us before that period ends. This promise does not replace or reduce any statutory right.

After those seven days, contact us as soon as possible. Any agreed cancellation settlement must be lawful, fair and itemised, reflect completed work and non-recoverable costs, account for costs saved and not exceed 50% of the agreed total price. The advance payment is not automatically forfeited; any excess over the lawful agreed settlement is refunded. No such charge applies if you are legally entitled to terminate because of our breach. We do not impose an automatic 20–50% cancellation fee.

A change in preference after delivery does not by itself create a return right for a correctly supplied personalised portrait. However, approving progress or completion photographs does not waive rights if the delivered painting is faulty, damaged or fails to match the agreement.

2. Ready-made artwork bought at a distance

If you are an EU/EEA consumer buying a non-personalised original online, by email or by telephone, you normally have 14 days from the day you or a nominated recipient receives it to notify us that you withdraw, without giving a reason. Other applicable national rights remain available. A ready-made wildlife painting is not personalised simply because it is an original artwork.

Send an unambiguous withdrawal statement by email or post before the deadline; the optional form below may be used. Return the artwork within 14 days after notifying us. You pay direct return costs for a change-of-mind withdrawal only where we informed you of that obligation before purchase. For artwork that cannot normally be returned by post, the return-cost estimate must be given before purchase; otherwise the seller bears those costs.

We reimburse the purchase payments and the cost of the least expensive standard outbound delivery offered, within 14 days of your withdrawal notice. We may withhold reimbursement until the artwork is returned or you provide evidence of return, whichever occurs first, unless we offered to collect it. Extra charges for a delivery upgrade you selected do not have to be reimbursed.

You may inspect the painting as you reasonably would in a shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish its nature and characteristics, where the law permits and the required information was provided. Use suitable protective packing; lack of original packaging does not automatically remove withdrawal rights.

3. Gift vouchers

Buying a gift voucher does not itself make that purchase a personalised portrait. Any applicable statutory withdrawal right remains available. We additionally accept cancellation of an unused voucher within 14 days after purchase and refund the purchaser. Any later redemption restrictions, validity period or treatment of unused credit must have been clearly disclosed before purchase. The written voucher offer explains redemption and any effect of authorised use before a cancellation request.

4. Damaged, incorrect or faulty artwork

Contact us promptly if a parcel or painting arrives damaged, if the wrong artwork is delivered, or if it does not meet the agreed description or other legal conformity requirements. Include your name/order reference, a description of the issue and photographs if reasonably available. Photographs of the parcel and packing help a transit claim; keeping the packaging is helpful where practical. You do not lose statutory rights merely because you lack a photograph or discarded the packaging.

Please report visible transit damage as soon as you can, preferably within seven days, so we can act quickly with the carrier. This is a practical request, not a seven-day limit on legal claims. The seller remains responsible for resolving your claim; you are not required to obtain a carrier payment first.

Where EU consumer sales law applies, you have at least the statutory two-year protection for a lack of conformity becoming apparent after delivery. Repair or replacement must be free of charge where those are the applicable remedies. A price reduction or termination and refund is available in the circumstances provided by law, including where an appropriate repair or replacement cannot be provided as required. We cannot exclude monetary refunds in all cases.

Where Slovenian ZVPot-1 applies, notify the seller within two months after discovering non-conformity. Restoration of conformity is generally required within no more than 30 days after notification; a justified extension of up to 15 days requires prior explanation. Slovenian law also provides an early right to terminate for non-conformity appearing within fewer than 30 days after delivery, subject to the statutory conditions, including the rule concerning only minor non-conformity. More favourable mandatory rights under another applicable law remain unaffected.

Reasonable necessary return, repair, replacement and redelivery costs for a valid conformity claim are paid by the seller. Agree a suitable return method with us so the painting is protected. Contacting us first helps organise the return; it does not make your statutory rights conditional on our permission.

5. Late or missing delivery

The delivery period is agreed before booking. If the painting is not delivered as agreed, contact us. Where required by law you may give an additional reasonable delivery period and terminate if it is not met. An additional period is not required in circumstances where the law allows immediate termination, such as a refused delivery or a properly agreed essential deadline. Refunds required for non-delivery are not subject to a cancellation fee.

6. Refunds and return address

Refunds are normally made through the original payment method, unless you expressly agree another lawful method, without a refund fee. Applicable statutory deadlines take priority over any administrative or production schedule.

Email katja@pet-art.net to arrange suitable packaging, insured transport or collection. Do not return a painting to a carrier depot or payment provider.

7. Optional withdrawal form for eligible purchases

To: Katja Turnsek, Formrill SP; email: katja@pet-art.net.

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 submitted on paper: ________.
Date: ________.

Delete whichever does not apply. You may use any other clear withdrawal statement instead. This form does not create a change-of-mind right where a lawful personalised-goods exception applies.

8. Complaints and cross-border orders

Email katja@pet-art.net if you have a complaint. Explain what happened and the remedy you seek. We will respond within any applicable statutory deadline. Rights required by the law governing your purchase remain available regardless of your delivery country.

You retain the right to seek help from a consumer body or competent court. Nothing here excludes rights or liability that cannot lawfully be excluded.