Refund policy
Return, Refund, and Cancellation Policy
At Mikiki Illustrations, our products comprise both unique physical pieces (Original Artwork) and custom-printed goods manufactured via print-on-demand fulfillment partners (Prints, Apparel, and Lifestyle Merchandise).
This policy complies with European Union consumer protection directives and Portuguese legislation governing distance contracts (Decree-Law no. 24/2014) and consumer goods guarantees (Decree-Law no. 84/2021).
1. Right of Withdrawal (14-Day Cooling-Off Period)
Unless an item has been custom-made to individual buyer specifications (e.g., personalized lettering, bespoke commissions, or custom dimensional modifications), customers located in the European Union have the right to withdraw from their purchase within 14 calendar days from the date of physical delivery without providing a reason.
Eligibility Requirements: The product must remain unused, unaltered, complete, and stored in its original packaging.
Return Shipping Costs: For voluntary withdrawals (change of mind), the direct costs of return shipping are borne entirely by the customer.
Return Instructions: Before dispatching any parcel, you must notify us at mikiki.ilustration@gmail.com to receive the proper return shipping address (which differs depending on whether the item is an Original Artwork returning to Portugal or a print-on-demand parcel returning to the production facility). Parcels returned without prior authorization cannot be accepted.
2. Damaged Goods, Defective Prints, or Shipping Errors
We prioritize rigorous quality control for all artistic media. If your parcel arrives with transit damage, structural defects, or a printing error:
Notification Window: Please notify us within 14 calendar days of delivery at mikiki.ilustration@gmail.com.
Required Evidence: Include your order reference, clear photographs illustrating the defect or damage, and photographs of the exterior shipping box with the carrier label visible.
Resolution at Zero Cost to the Buyer: Once the defect or damage is verified, you will not be charged any handling or return shipping fees. You may choose between:
- A free replacement: We will arrange a reprint or dispatch an equivalent item at our expense; or
- A full refund: Including the original purchase price and original shipping costs.
3. Exchanges
We do not process direct item-for-item product exchanges. If you wish to purchase a different print dimension, framing variant, or merchandise item, please initiate a return under our 14-day Right of Withdrawal (Section 1) and place a new order independently through our online store.
4. Refund Processing
Once your return parcel is delivered, inspected, and approved (or immediately following documented verification of a production defect):
Refunds are issued within 7 to 14 business days.
Payments are returned using the same payment method employed during the initial checkout transaction (unless an alternative bank transfer is mutually agreed upon in writing).
