Refund policy
These terms are provided in English. If you require a Swedish version for your understanding, you may request a translated copy by contacting: contact@nicolaengstroem.com.
Dessa villkor tillhandahålls på engelska. Om du behöver en svensk version för att ta del av informationen kan du begära en översatt kopia genom att kontakta: contact@nicolaengstroem.com
1. Return rights for EU customers
If you are an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving the item, in accordance with the EU Consumer Rights Directive.
To exercise your right of withdrawal, you must notify us before the withdrawal period expires.
2. Items not eligible for return or refund
The right of withdrawal does not apply to:
• Commissioned or custom-made artworks
• Digital files
• Services begun with your explicit consent
• Original artworks returned in deteriorated condition
3. Condition of returned items
Returned items must be sent back in their original condition and packaging.
Any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the item may be deducted from the refund, as permitted by law.
4. Return shipping costs
Customers are responsible for paying return shipping costs unless otherwise agreed in writing.
Returns must be sent with trackable shipping.
We are not responsible for returned items lost or damaged during transit.
5. How to initiate a return
Before returning any item, please contact us at:
contact@nicolaengstroem.com
Please include:
• Order number
• Item(s) you wish to return
• Reason for return
We will provide return instructions.
Unsolicited returns may be refused.
6. Refund processing
Refunds will be issued once the returned item has been received and inspected.
Refunds will be processed using the same payment method you used for the original purchase.
Please allow up to 14 days after we receive the returned item for the refund to be completed.
Shipping costs are not refundable, except where required by law.
7. Damaged or defective items
If your item arrives damaged or defective, please contact us as soon as possible with photos of:
• the damage
• packaging
• shipping label
We will assess the case and offer a replacement or refund in accordance with Swedish consumer law.
Visible transport damage must be reported to the carrier within 24 hours of delivery.
8. Complaints (Reklamation)
You may make a complaint in accordance with the Swedish Consumer Sales Act.
Complaints apply to:
• Manufacturing defects
• Incorrect items
• Transport-related damage (reported immediately)
• Hidden defects reported within three (3) years of receiving the product
Complaints do not apply to:
• Colour differences between screen and print
• Minor variations in paper texture or pigments
• Damages occurring after delivery
If a complaint is approved, compensation will be provided in accordance with applicable law.
9. Unclaimed packages
Unclaimed packages will be charged for actual shipping costs plus a handling fee, up to 250 SEK.
Failure to collect a package does not constitute exercising the right of withdrawal.
10. Final sale items
Items marked as Final Sale cannot be returned or refunded.
11. Exchanging items
We do not offer exchanges.
If you wish to replace an item, you may return it (if eligible) and place a new order.
12. Exceptions
In rare cases, we may offer refunds or replacements outside the policies stated above at our discretion. This does not waive or limit statutory rights.
13. Contact
For questions regarding returns or refunds, please contact us at:
contact@nicolaengstroem.com
14. Statutory rights
This policy does not limit your rights under applicable consumer protection laws.
Swedish law applies.