Refund policy
RETURNS, REFUNDS & CANCELLATIONS POLICY
CARDOLYA LLC | Olha Svieshnikova
Last updated: October 13, 2026
At CARDOLYA, each order is handled with care. Original artworks are unique works of art, while certain prints, apparel, accessories, and lifestyle products may be produced specifically for an individual order by carefully selected third-party production and fulfillment partners.
This policy explains the return, cancellation, refund, and damage procedures applicable to purchases made through CARDOLYA.
For assistance with any order, please contact:
Email: hello.cardolya@gmail.com
Please contact CARDOLYA before sending any product back. Do not send returns to an address shown on a shipping label or to a production or fulfillment facility unless CARDOLYA specifically instructs you to do so.
1. ORIGINAL READY-MADE ARTWORKS
Change-of-Mind Returns
For eligible ready-made original artworks purchased online, a customer may notify CARDOLYA of a decision to return the artwork within 14 days after receiving it.
No reason for the return is required where a statutory right of withdrawal applies.
To request a return, contact hello.cardolya@gmail.com within the applicable return period and include:
the order number;
the purchaser's name;
the title of the artwork; and
a clear statement that you wish to return the artwork.
CARDOLYA will provide return instructions and the appropriate return destination.
After notifying CARDOLYA of the return, the artwork must be sent back within the time required by applicable law and, where the EU/UK statutory withdrawal rules apply, no later than 14 days after notification of withdrawal.
Condition of Returned Original Artwork
An original artwork must be returned in the condition in which it was received and, whenever reasonably possible, using its original protective packaging.
The artwork must be securely packaged to the same reasonable protective standard required for valuable original art.
The customer is responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the nature, characteristics, and condition of the artwork, to the extent permitted by applicable law.
CARDOLYA documents the condition of original artworks before shipment and may maintain photographic and/or video records of the artwork and its packaging for condition, authenticity, shipping, and insurance purposes.
2. RETURN SHIPPING FOR CHANGE-OF-MIND RETURNS
Unless CARDOLYA expressly agrees otherwise or applicable law requires otherwise, the customer is responsible for the direct cost of returning a non-defective product following a change of mind.
Because original artwork may be valuable and irreplaceable, returns of original artwork must be:
securely packaged;
trackable;
shipped using a reliable carrier; and
insured for the full purchase value where such insurance is reasonably available.
CARDOLYA is not responsible for loss or damage caused during a customer-arranged return shipment to the extent permitted by applicable law.
If applicable consumer law requires CARDOLYA to provide an advance estimate of the return cost for goods that cannot normally be returned by ordinary post, the required information will be provided before the purchase is completed.
3. REFUNDS FOR ELIGIBLE CHANGE-OF-MIND RETURNS
Where a statutory right of withdrawal applies, CARDOLYA will refund amounts required by applicable law, including the purchase price and, where required, the cost of the least expensive standard delivery option offered for the original order.
Additional amounts paid for expedited, priority, express, special-handling, or other upgraded delivery are not refundable except where required by law.
Refunds will normally be issued to the original payment method.
Where permitted by applicable law, CARDOLYA may withhold reimbursement until:
the returned goods have been received; or
the customer provides satisfactory evidence that the goods have been sent back,
whichever occurs first.
Refunds will be processed within the period required by applicable law.
Any lawful deduction for diminished value caused by handling beyond what is reasonably necessary to inspect the item may be applied where permitted by applicable law.
4. COMMISSIONED, CUSTOM & PERSONALISED ARTWORKS
Artwork created specifically to a customer's individual specifications, commissioned artwork, and clearly personalised artwork is made specifically for that customer.
To the extent permitted by applicable law, such products are final sale for change-of-mind purposes and are not eligible for ordinary cancellation or return after production has begun.
This may include artwork created according to individually agreed specifications such as custom dimensions, personalised content, individually requested design elements, or other material customisation.
This exclusion does not limit any rights the customer may have if the artwork:
arrives damaged;
is defective;
is materially different from the agreed specifications; or
otherwise gives rise to rights that cannot legally be excluded.
Any special cancellation terms, deposits, approval stages, or production terms applicable to a commissioned artwork may also be stated in the individual commission agreement.
5. PRINT-ON-DEMAND PRINTS, APPAREL, ACCESSORIES & LIFESTYLE PRODUCTS
Certain CARDOLYA products, including art prints, apparel, accessories, phone cases, bags, footwear, and other lifestyle products, may be produced specifically after an order is placed by third-party production and fulfillment partners.
CARDOLYA remains the customer's point of contact for orders placed through CARDOLYA.
If a product is damaged, defective, misprinted, materially different from the item ordered, or the wrong product is delivered, please contact CARDOLYA before returning or disposing of the product.
CARDOLYA may request photographs of:
the complete product;
the defect or damage;
the exterior packaging;
the interior packaging where relevant;
the shipping label; and
any other information reasonably necessary to investigate the issue.
Depending on the circumstances, the available remedy may include replacement, reproduction, repair where appropriate, or refund, subject to applicable law.
Change-of-Mind Returns for Print-on-Demand Products
The fact that a product is manufactured after an order is placed does not by itself mean that mandatory consumer cancellation rights are excluded.
Change-of-mind requests for non-personalised print-on-demand products will therefore be handled in accordance with this policy and any mandatory consumer rights applicable to the customer's purchase.
Products genuinely made to the customer's individual specifications or clearly personalised may be excluded from change-of-mind cancellation rights where permitted by applicable law.
6. DAMAGED ORIGINAL ARTWORK OR SHIPPING DAMAGE
CARDOLYA carefully inspects original artwork before dispatch and may photograph and/or video-record the condition of the artwork, protective materials, and completed packaging before shipment.
Customers are requested to inspect packages promptly upon delivery.
If an original artwork or other product arrives with visible shipping damage, please notify CARDOLYA as soon as possible and preferably within 48 hours of delivery at:
hello.cardolya@gmail.com
Please retain all packaging and provide, where reasonably possible:
photographs of the unopened package showing visible exterior damage;
photographs of the shipping box or container from all sides;
photographs of the shipping label;
photographs of the interior packaging and protective materials;
clear photographs of the damaged artwork or product; and
any other documentation reasonably requested for the carrier or insurance claim.
The 48-hour notification request is intended to help CARDOLYA document shipping damage and pursue carrier or insurance claims promptly. It does not eliminate or restrict any mandatory legal rights the customer may have.
Do not discard the artwork, product, shipping container, or packaging until CARDOLYA confirms that they are no longer required.
CARDOLYA will remain the customer's point of contact regarding the order. Where appropriate, CARDOLYA will separately pursue the relevant carrier, insurer, production partner, or fulfillment partner.
Customers are not required to resolve CARDOLYA's carrier or fulfillment claims themselves.
7. DEFECTIVE, INCORRECT OR NOT-AS-DESCRIBED PRODUCTS
Change-of-mind returns and claims concerning damaged, defective, incorrect, or materially misdescribed goods are treated differently.
If an item is defective, damaged, incorrect, or materially not as described, contact CARDOLYA at hello.cardolya@gmail.com as soon as reasonably possible.
Where required by applicable consumer law, CARDOLYA will provide the legally required remedy without charging the customer costs that the law requires CARDOLYA to bear.
Nothing in the ordinary change-of-mind return provisions limits statutory rights relating to defective, damaged, incorrect, or misdescribed goods.
8. ORDER CANCELLATIONS
Ready-Made Original Artworks
An order for a ready-made original artwork may generally be cancelled without charge before the artwork has been dispatched.
If the order has already shipped, the applicable return provisions of this policy will apply.
Print-on-Demand Products
Production of print-on-demand products may begin shortly after an order is submitted.
Customers wishing to cancel or modify an order should contact CARDOLYA immediately.
CARDOLYA cannot guarantee that an order can be cancelled or modified once production has begun. However, nothing in this section removes a mandatory statutory cancellation or withdrawal right where such a right applies.
Commissioned or Personalised Products
Cancellation terms for commissioned, custom, or personalised products may depend on the stage of production and any individual commission agreement.
Once production of a genuinely customised or personalised product has begun, cancellation or change-of-mind rights may be limited or unavailable to the extent permitted by applicable law.
9. RETURN AUTHORISATION & RETURN ADDRESS
Customers should contact CARDOLYA before returning an item so that the correct return instructions and return destination can be provided.
Do not automatically return an item to the address appearing on the original shipping label.
Some CARDOLYA products may ship from different production or fulfillment facilities, and the original sender's address may not be capable of accepting returns.
Failure to request instructions does not eliminate any mandatory statutory right of withdrawal or other non-waivable consumer right. However, customers remain responsible for following reasonable return instructions and for ensuring that returned goods are sent to the correct designated destination.
Unauthorized shipments sent to an incorrect address may cause delays and may not be recoverable.
10. LOST OR UNDELIVERED ORDERS
If tracking indicates that an order may be lost in transit, please contact CARDOLYA at hello.cardolya@gmail.com.
CARDOLYA will investigate the shipment with the applicable carrier or fulfillment partner and will provide the remedy required by applicable law and the circumstances of the order.
If delivery fails because the customer supplied an incorrect or incomplete delivery address, refused delivery without lawful justification, or failed to collect a shipment after reasonable carrier notices, additional shipping or redelivery costs may apply to the extent permitted by law.
11. REFUSED & UNCLAIMED SHIPMENTS
Refusing delivery or failing to collect a shipment does not automatically constitute a valid return or cancellation in every jurisdiction.
Customers wishing to exercise a right of withdrawal or cancellation should notify CARDOLYA directly at hello.cardolya@gmail.com.
Additional shipping, storage, return-to-sender, customs, or redelivery charges caused by an incorrect address, unjustified refusal, or failure to collect may be deducted or charged where permitted by applicable law.
12. INTERNATIONAL ORDERS
Consumer rights differ by country and region.
For customers located in jurisdictions that provide mandatory cancellation, withdrawal, refund, conformity, warranty, or other consumer protections, CARDOLYA will honor those rights to the extent they apply to the transaction and cannot legally be waived.
For example, eligible consumers purchasing qualifying goods through distance sales in the European Union or United Kingdom generally have statutory withdrawal rights, subject to applicable conditions and exceptions, including exceptions for certain genuinely personalised or custom-made goods.
13. NON-WAIVABLE CONSUMER RIGHTS
This policy is intended to establish CARDOLYA's standard commercial return, refund, cancellation, and damage procedures.
Nothing in this policy excludes, restricts, or overrides any consumer right or remedy that cannot lawfully be excluded or restricted under the laws applicable to a particular transaction.
Where this policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision will control.
14. CONTACT
For cancellations, returns, damaged shipments, incorrect products, or other order-related concerns, please contact:
CARDOLYA LLC
Olha Svieshnikova
Email: hello.cardolya@gmail.com
Please include your order number and sufficient information for CARDOLYA to identify and assist with your order.