Last updated: 15 October 2026

This policy explains how to return a product, how to report a problem with a delivery, and how refunds are handled. It applies to orders placed at leonarto.studio and forms part of our Terms of Service. Read it together with section 10 (right of withdrawal) and section 12 (conformity and complaints) of the Terms of Service and with our Shipping Policy. Nothing in this policy limits the rights you have under the mandatory consumer law of your country.

1. Contact us before returning anything

Always write to contact@leonarto.studio before sending anything back, and wait for our reply. Include your order number, the product concerned and a short description of the issue. Items sent back without prior notice may not be accepted, and we are not able to trace them.

We reply within 24 hours on business days (Monday to Friday, 9:00–16:30 CET).

2. Damaged, defective or incorrect items

Contact us within 30 days of receiving the product. Please include:

• your order number;
• photographs of the damaged item;
• photographs of the packaging, both outside and inside, including the protective inserts;
• a photograph of the shipping label on the parcel;
• a short description of the problem.

Please keep the packaging until your claim is resolved. Once we have reviewed your claim, we will send you a free replacement or, if a replacement is not possible, refund you. You bear no cost for a replacement and you are not asked to send a damaged or defective item back to us.

This is our fast-track procedure for delivery problems. It is in addition to — and does not replace or shorten — the legal guarantee of conformity described in section 12 of the Terms of Service, under which we remain liable for at least two years from delivery.

3. Parcels that have not arrived

If your parcel has not arrived by the estimated delivery date, contact us within 30 days of that date. We will open an investigation with the carrier and with our production partners and keep you informed.

Where we cannot establish that the parcel was delivered to you, we will send a replacement or refund you. Because our products are produced specifically for each order, a replacement is usually the fastest solution.

If the tracking shows the parcel as delivered but you have not received it, please check with your neighbours and at the carrier's local depot, and ask the carrier for a delivery confirmation or a proof of delivery. Send us what you receive — that information is what allows us to resolve the case quickly.

4. Right of withdrawal — consumers in the EU, EEA and UK

If you are a consumer in the European Union, the EEA or the United Kingdom, you may withdraw from the contract within 14 days of receiving the product, without giving any reason. Where your order contains several products delivered separately, the 14 days run from receiving the last product, batch or part.

To withdraw, send us an unequivocal statement by email to contact@leonarto.studio. The model form in section 11 of the Terms of Service is available if you wish to use it, but you do not have to. You do not need to give a reason.

You must send the product back without undue delay and no later than 14 days from the day you informed us. Send it by post, to the address in section 11 below, and email us the tracking link as soon as it is dispatched.

We refund the price you paid together with the cost of the cheapest standard delivery we offer, within 14 days of receiving the product back or of receiving proof that you have sent it, whichever comes first. We may withhold the refund until we receive the product back or proof of dispatch. The refund is made using the same payment method you used, and we charge no fee for it. If you chose a more expensive delivery method than our standard one, we reimburse only the standard delivery cost.

You bear the direct cost of returning the product. We do not cover return shipping and we do not provide return labels.

The right of withdrawal does not apply to the products listed in section 10 of the Terms of Service, including items made to your specification or clearly personalised, and digital content once its supply has begun with your consent.

5. Returns outside the EU, EEA and UK

If you are outside the European Union, the EEA or the United Kingdom, no statutory right of withdrawal applies to your order. Even so, we voluntarily accept returns of both defective and non-defective products within 14 days of delivery, provided the product is in new, unused condition and returned in its original packaging or equivalent protective packaging. You bear the cost of returning the product.

Any cancellation or cooling-off right that the consumer protection law of your state or province gives you, for example where delivery is significantly delayed, is unaffected by this policy.

6. Condition of returned products

Products must come back in new, unused condition, complete, and in their original packaging or packaging that protects them in the same way — for prints this means a rigid tube or a flat protective package, not a soft envelope alone.

You may inspect and test the product as you would in a shop. If the product has lost value through handling beyond what is necessary to check its nature and characteristics, we may reduce the refund by the amount of that loss. We will tell you before doing so and explain how the amount was calculated. Avoid handling prints by their surface, and do not remove protective films or fittings before deciding to keep the item.

7. How to send a return

Returns always go to our address in Poland (section 11), whichever country your parcel was printed and shipped from. If you live outside Poland, the return is therefore an international shipment, and its cost — which depends on your country and the carrier you choose — is paid by you.

• Email us first and wait for our confirmation.
• Ship by post, using a trackable service.
• Include your order number inside the parcel, and state whether you are returning the whole order or part of it.
• Email us the tracking link as soon as the parcel is dispatched.
• We do not charge restocking, handling or replenishment fees.

Please note that returns travel at your risk. We are not responsible for parcels that are lost or damaged on the way back to us, so always keep the proof of dispatch and the tracking number. If a product reaches us damaged because it was not protected properly, we may not be able to issue a full refund.

8. Refunds

Once your return reaches us, we inspect it and email you to confirm receipt and to tell you whether the refund has been approved. If approved, the refund is issued to your original payment method within 14 days of our receiving the returned product or of receiving proof that it was sent, whichever comes first.

If we cancel an order ourselves — for example because a product is unavailable or because of an obvious pricing error — we refund everything you paid in full.

9. Late or missing refunds

If your refund has not arrived, please check your bank account again first. Then contact your card provider, as it can take some time before a refund is posted. Finally, contact your bank, since processing times vary. If you have done all of this and still have not received your refund, write to contact@leonarto.studio with your order number and we will look into it.

10. Exchanges

We do not offer exchanges. If you would like a different product, return the original one under this policy and place a new order.

11. Return address

Send returns, only after we have confirmed your request by email, to our returns warehouse:

Leonarto.studio — Returns
Bargen Invest
Energetyczna 13
80-180 Kowale
Poland

This is a returns warehouse only. It is not our registered office and not a customer service point, so please do not visit it in person or send letters there — write to contact@leonarto.studio. Our registered office is listed in the Legal notice.

Do not send returns to the printing facility or carrier that delivered your parcel, or to any address shown on the parcel's sender label. Those facilities cannot accept returns, and parcels sent there cannot be traced or refunded.

12. Contact

For any question about a return, a report or a refund, write to contact@leonarto.studio. Customer service hours: Monday to Friday, 9:00–16:30 CET.