Refund policy

CANCELLATIONS

If your order has not yet been fulfilled, you can submit a cancellation request through your customer account.

Cancellation requests are reviewed before the order is changed. If your order can be cancelled, we will refund the relevant payment to your original payment method. If the entire order is cancelled, this includes any shipping charges paid for that order.

For consumers in the European Union, this cancellation option is also an electronic way to exercise your statutory right of withdrawal before fulfilment where that right applies.

EU RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving a reason.

You can exercise your right of withdrawal in any of the following ways:

  • through your customer account by opening the relevant order and using the available cancellation or return option
  • by emailing us at hello@clownfishstudio.com
  • by sending us another clear statement informing us that you wish to withdraw from the contract, for instance via our contact form.

You may use the model withdrawal form at the end of this policy, but you are not required to do so.

To meet the withdrawal deadline, it is sufficient for you to send your withdrawal notice before the 14-day period has expired.

Once you have notified us of your withdrawal, you must return the goods without undue delay and no later than 14 days after notifying us. The deadline is met if you send the goods before that 14-day period expires.

You are only responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

RETURNS OUTSIDE THE EUROPEAN UNION

If you are ordering from outside the European Union, we also accept returns of eligible items within 14 days of delivery as part of our voluntary shop policy. This policy is in addition to any mandatory consumer rights that may apply in your country.

For returns under this voluntary policy, items must be:

  • unused and unworn
  • in their original condition
  • returned with any original packaging where reasonably possible

Please include your order number or other information that allows us to identify your purchase.

Personalised products are not eligible for return under our voluntary return policy unless they are damaged, defective or incorrect.

RETURN SHIPPING

Unless an item arrived damaged, defective or incorrect, customers are responsible for the direct cost of return shipping.

As a small independent studio we currently cannot offer free returns.

Please contact us or submit your request through your customer account before sending anything back so that we can provide the correct return address and instructions.

For EU consumers, contacting us for return instructions does not limit or delay your statutory right of withdrawal.

MADE-TO-ORDER AND PERSONALISED PRODUCTS

Some of our products, including Premium Art Prints, Poster Editions and Mugs, are produced individually through print-on-demand partners.

A product is not excluded from the EU right of withdrawal merely because it is produced after you place your order.

However, the statutory right of withdrawal does not apply to goods that are made according to your individual specifications or are clearly personalised for you. This includes, for example, products personalised with customer-supplied text or other individual specifications.

This does not affect your statutory rights if a personalised item arrives damaged, defective or incorrect.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your item is:

  • damaged
  • defective
  • or incorrect

please contact us as soon as possible at hello@clownfishstudio.com.

If possible, please include a photo of the issue, as this can help us resolve the problem more quickly.

We will review the issue and arrange an appropriate solution, such as a replacement or refund. Your statutory rights in relation to defective or non-conforming goods remain unaffected.

EXCHANGES

We do not offer direct exchanges through our standard return process.

If you would like a different item, you can return an eligible item in accordance with this policy and place a new order.

REFUNDS

For EU consumers exercising the statutory right of withdrawal, we will reimburse all payments received from you, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after we receive your withdrawal notice.

If you chose a more expensive delivery method than our least expensive standard option, the additional delivery cost is not refundable.

For returned goods, we may withhold the refund until:

  • we have received the goods back, or
  • you provide evidence that you have sent them back,

whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase unless we expressly agree otherwise. You will not be charged a fee for the refund.

For returns made under our voluntary return policy outside the European Union, we will process the refund once the returned item has been received and checked and meets the conditions of that policy.

Please allow additional time for your bank or payment provider to process the refund after it has been issued. If you believe a refund is overdue, please contact us at hello@clownfishstudio.com.

MODEL WITHDRAWAL FORM

If you wish to withdraw from your contract, you may complete and send us the following form. Use of this form is optional.

To:

Clownfish Studio
Address: Dreihausen 2 - 21266 Jesteburg - Germany
Email: hello@clownfishstudio.com

I/We hereby give notice that I/we withdraw from my/our contract for the purchase 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 submitted on paper):

Date: