Returns & Refunds policy
Last updated: 19 September 2026
This Returns & Refund Policy explains the cancellation, return and refund arrangements for products purchased from Artistita Studio through artistita.store.
Because Artistita Studio sells both standard products and products that may be individually customised or personalised, different cancellation and return rights may apply depending on the product ordered.
Nothing in this Policy limits or excludes your statutory consumer rights.
1. Before Returning an Item
Please contact me at hello@artistita.store before returning any item.
Include your order number and a brief explanation of the reason for the return. If the item is faulty, damaged, incorrect or not as described, please also provide photographs where reasonably possible so that I can assess the issue.
I will provide the appropriate return instructions where a return is required.
Please do not send an item back without first contacting me, as this may delay the processing of your return or refund.
2. Standard and Non-Personalised Products
If you purchase an eligible standard product online that has not been made to your specifications or clearly personalised, you generally have a legal right to cancel the contract without giving a reason.
You must normally inform me that you wish to cancel within 14 days after the day on which you receive the goods.
After notifying me of your cancellation, you must normally return the goods within a further 14 days.
To exercise your cancellation right, contact:
Please include sufficient information for me to identify your order.
3. Condition of Returned Standard Products
You may inspect and handle an eligible product to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you might inspect an item in a physical shop.
You are responsible for taking reasonable care of the product while it is in your possession.
Where the value of a returned product has been reduced because it has been handled beyond what is reasonably necessary to inspect it, I may be legally entitled to make an appropriate deduction from the refund.
Where reasonably possible, please return the product securely packaged to reduce the risk of damage during transit.
Your statutory cancellation rights are not dependent solely on retaining the original packaging.
4. Personalised, Custom and Bespoke Products
The statutory right to cancel for a change of mind does not generally apply to goods that are made to the consumer’s specifications or clearly personalised, where the relevant legal exception applies.
Depending on the particular order, this may include products personalised or created specifically using:
* your name or personalised wording;
* your photographs;
* your logo or artwork;
* a design created specifically according to your individual instructions;
* individually requested painted artwork;
* customer-specific graphics or illustrations; or
* other genuinely individual specifications that make the product personalised to you.
This means that once a product falls within the legal exception for goods made to your specifications or clearly personalised, I am not generally required to accept a return or provide a refund simply because you have changed your mind.
However, an item is not automatically treated as bespoke or personalised merely because it is produced after you place an order.
This section does not affect your statutory rights where a custom or personalised product is faulty, not as described, incorrect or otherwise does not conform to the contract.
5. Cancelling a Custom Order Before Personalisation Begins
If you change your mind about a custom or personalised order, please contact me as soon as possible at hello@artistita.store.
If personalisation, artwork preparation or production has not yet begun, I may be able to cancel the order and provide a refund.
Whether cancellation is possible will depend on the stage of the order and whether work specific to your order has already begun.
Nothing in this section reduces any statutory cancellation right that applies to the particular order.
6. Faulty, Damaged, Incorrect or Not-as-Described Products
Your statutory rights apply regardless of whether a product is standard or personalised.
If your product arrives:
* faulty;
* damaged;
* incorrect;
* materially different from its description; or
* otherwise not in conformity with the contract,
please contact me as soon as reasonably possible at hello@artistita.store.
Please provide:
* your order number;
* a description of the problem; and
* photographs showing the issue where reasonably possible.
I will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.
Depending on the circumstances and your statutory rights, this may involve a refund, repair, replacement or another appropriate remedy.
Personalisation does not remove your legal rights where there is a genuine fault or the product does not conform to the contract.
7. Handmade and Hand-Painted Products
Many Artistita Studio products are individually made, painted or finished by hand.
Small variations in brushwork, texture, positioning, finish or appearance may naturally occur between handmade pieces.
Colours may also appear slightly different from photographs or digital mock-ups because of screen settings, lighting, garment materials, printing processes and the physical materials used.
Reasonable handmade variations do not necessarily mean that a product is faulty.
However, this does not affect your statutory rights if the product is faulty, materially different from what was agreed or not as described.
8. Customer-Approved Designs and Information
For some personalised orders, you may be asked to approve a design, mock-up, wording, placement or other customisation information before production.
Please check any requested approval carefully.
If the finished product accurately reflects information or a design that you approved, I may not be responsible for an error that originated solely from the information you supplied or approved.
For example, this may include a spelling error contained in personalised wording supplied and approved by you.
This does not exclude responsibility for an error made by Artistita Studio or affect rights that cannot legally be excluded.
9. Return Costs
For an eligible standard, non-personalised product returned because you have exercised your statutory right to cancel after changing your mind, you will normally be responsible for the direct cost of returning the product, provided you were informed of this responsibility as required by law.
If a product is faulty, damaged, incorrect or not as described, return arrangements and reasonable return costs will be handled in accordance with your statutory rights.
Please contact me before arranging a return so that I can provide the appropriate instructions.
10. Return Address
Please contact me at hello@artistita.store before sending a return.
Where a physical return is required, I will confirm the appropriate return instructions and return address.
Return address:
28A College Road, Harrow, London, HA1 1BE, UK
Unless expressly agreed otherwise, this address is for authorised returns and business correspondence only and is not a customer collection or visitor location.
11. Refunds for Cancelled Standard Orders
Where you validly exercise a statutory cancellation right, I will provide the refund required by applicable consumer law.
For returned goods, I may withhold the refund until I have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
The refund will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.
Where applicable, the refund will include the standard outbound delivery cost originally paid.
If you selected a more expensive delivery method than the least expensive standard delivery option offered, the additional delivery cost does not normally have to be refunded.
12. Refund Timing
Where a refund is due following the valid cancellation and return of goods, it will be processed within the timeframe required by applicable UK consumer law.
For goods returned following cancellation, this will generally be no later than 14 days after I receive the goods back or, where applicable, receive evidence that they have been returned, whichever occurs first.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
13. Exchanges
I do not guarantee that exchanges will always be available, particularly for personalised, one-of-a-kind or hand-painted products.
If you would like to request an exchange for an eligible product, contact me at hello@artistita.store.
Any exchange request will be considered according to the type of product, availability and your applicable statutory rights.
14. Gifts
The person who placed the order is normally the person with whom the sales contract was made.
If an item was purchased as a gift and there is a problem with it, please contact me with the relevant order information so that I can determine the appropriate way to assist.
I do not automatically issue gift certificates or store credit unless this has been specifically offered or agreed.
15. Proof of Purchase
I may request reasonable proof of purchase before processing a return, refund, repair or replacement.
This may include an order confirmation, order number or other reasonable evidence showing that the product was purchased from Artistita Studio.
16. Your Statutory Rights
This Returns & Refund Policy is intended to operate alongside your rights under applicable UK consumer law.
Nothing in this Policy is intended to exclude, restrict or replace any statutory consumer right that cannot legally be excluded or restricted.
17. Contact
For cancellations, returns, refunds or problems with an order, please contact:
Artistita Studio
Operated by: Tita Ioana Marinela
Email: hello@artistita.store
Website: artistita.store
Return address: 28A College Road, Harrow, London, HA1 1BE, UK