Returns & Refunds Policy (Global)

Last updated: 16 September 2025

We’re a small independent studio and every order matters. If something isn’t right, we’ll do our best to fix it. Please get in touch first so we can help resolve any issues quickly. You’ll find our contact details in Section 6 below.

1. EU & UK Customers

Your rights

  • 14-day right of withdrawal (change of mind): You may cancel and return non-custom items within 14 calendar days of delivery.

  • Legal guarantee: You’re protected for 2 years if a product is faulty, damaged, or not as described. We will repair or replace it; if that’s not possible, you may request a refund or price reduction.

What can be returned

  • Eligible: Standard (non-custom) art prints and greeting cards.

  • Not eligible:

    • Personalised or bespoke products (unless faulty or damaged).

    • Digital downloads supplied immediately after purchase when you consented to delivery.

    • Minor variations in colour, print tone, or paper texture — these are normal in print production.

How to cancel

Notify us within 14 days of receiving your order. Then send the item back within 14 more days. Please contact us first so we can give you the correct return address.

2. International Customers (outside EU & UK)

If your item arrives faulty, damaged, or not as described, contact us within 30 days with photos and order details. We’ll arrange a replacement or refund at no extra cost to you.

For change-of-mind returns, we do not accept returns outside the EU/UK, unless required by local law.

3. Print-on-Demand Specifics

All our products are printed to order by trusted partners.

  • If a product is defective or damaged in transit, please let us know within 30 days of delivery with photos and your order details. We’ll arrange a replacement or refund.

  • Because each item is made to order, we cannot offer a return-to-sender address for unwanted items. Please contact us first to confirm the correct process before returning anything.

  • Personalised items are exempt from the 14-day withdrawal right under EU law.

4. Lost Orders or Returned to Sender

Lost in transit: If your order doesn’t arrive within a reasonable time, please contact us within 30 days of the estimated delivery date. We’ll work with our print partner to send a replacement or issue a refund where necessary.

Returned to sender / wrong address: It is the customer’s responsibility to provide a complete and accurate shipping address. If a parcel is returned to us because of an incorrect or incomplete address, or because it was unclaimed or refused:

    • Shipping costs are non-refundable.

    • We are not obliged to issue a refund. If the item is returned to us in good condition, we may choose to refund the product price only, at our discretion.

    • If you would like the item re-sent, you will need to place and pay for a new order.

    • If the return was caused by our error, we will re-ship your order at no cost to you.

5. Return Postage & Refund of Shipping Costs

Customers are responsible for return shipping costs. These vary depending on location and postal service.

If you change your mind (EU/UK customers only):

    • You pay the cost of sending the item back to us.

    • We refund the price of the goods plus the cost of our standard delivery option.

    • If you paid for a faster or upgraded delivery (e.g. express, next-day), we will not refund the extra cost of that upgrade.

      If your item is faulty, damaged, or not as described:

    • We cover the cost of return shipping (if a return is required).

    • We will either repair, replace, or refund the item.

    • Refunds include the full delivery cost you originally paid, including any express or upgraded shipping.

6. Refunds

Refunds are issued to your original payment method within 14 days of:

  • us receiving your return (or valid proof of return), or

  • confirming a defect/production issue that qualifies for a refund.

7. Contact Details

This address is our official business contact address, as required by EU/UK consumer law. Please do not send returns here without contacting us first. We will provide the correct return instructions if your request is eligible.

Bend The Dots, Lehrter Straße 49, 10557, Berlin, Deutschland

Email: info@bendthedots.com

Tax ID: 34/291/01141

8. Model Withdrawal Form (EU/UK only)

(To be used only if you wish to withdraw from a non-custom order within 14 days.)

To: Bend The Dots,

 I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Ordered on () / received on ():
— Order number:
— Consumer name(s):
— Consumer address(es):
— Signature of consumer(s) (only if on paper):
— Date:
(*) Delete as appropriate