Last updated: September 1, 2026
1. General
We want you to be satisfied with your purchase.
This policy explains returns, refunds, the statutory right of withdrawal applicable to consumers where relevant, and how to report damaged, defective or non-conforming products.
Nothing in this policy limits mandatory consumer rights.
2. Right of Withdrawal for EU Consumers
If you are a consumer in the European Union and purchase goods from Teinatelie.com online, you generally have the right to withdraw from the contract within 14 days without giving a reason.
For goods, the withdrawal period generally begins on the day you, or a third party designated by you, receive the goods.
The right of withdrawal is subject to statutory exceptions.
3. Exception for Personalised and Made-to-Order Artwork
The statutory right of withdrawal does not apply where the law provides an exception for goods made to the consumer’s specifications or clearly personalised.
This may apply to commissioned artwork created specifically according to a customer’s individual requirements.
Our commissioned artwork process includes:
Enquiry → discussion → sketch → written confirmation of specifications → 100% advance payment → production → delivery.
Once the customer has approved the individual specifications and production has commenced, the commissioned artwork may be non-returnable under the applicable statutory exception.
This does not affect statutory rights relating to defective, damaged or non-conforming goods.
4. How to Exercise the Right of Withdrawal
If the right of withdrawal applies to your purchase, you must notify us clearly of your decision to withdraw before the applicable withdrawal period expires.
Please contact:
Please include:
- your name;
- order number;
- date of purchase;
- the product concerned;
- your request to withdraw from the contract.
You may also provide any other information that helps us identify the order.
5. Returning the Product
After notifying us of a valid withdrawal, the product must be returned without undue delay and generally within 14 days of communicating the withdrawal.
The product should be returned safely and appropriately packaged.
Unless applicable law requires otherwise, the customer is responsible for the direct cost of returning the goods when exercising the right of withdrawal.
We recommend using a trackable shipping method and retaining proof of shipment.
6. Condition of Returned Goods
You may handle the product only to the extent necessary to establish its nature, characteristics and functioning, as you would reasonably be able to do in a physical shop.
If the product has been handled beyond what is necessary and its value has consequently diminished, we may have a right to compensation for that diminished value where permitted by applicable law.
7. Refunds
Where a valid right of withdrawal is exercised, we will refund the payments received in accordance with applicable law.
This generally includes the cost of standard delivery.
If you selected a more expensive delivery option than the least expensive standard delivery offered by us, we are not required to refund the additional cost resulting from your choice, where permitted by law.
We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs earlier, where permitted by applicable law.
Refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed or required by law.
8. Damaged Products
If your order arrives damaged, please contact us as soon as possible at:
Please provide photographs of:
- the outer packaging;
- any visible damage;
- the artwork/product;
- the shipping label.
This information helps us investigate the matter with the carrier.
Nothing in this section limits your statutory rights.
9. Defective or Non-Conforming Products
If a product is defective, damaged or does not conform to the contract, please contact us.
Depending on the circumstances and applicable law, you may be entitled to repair, replacement, price reduction or refund.
For consumers in the European Union, statutory legal guarantee rights apply. EU rules generally provide a minimum two-year legal guarantee for consumer goods, subject to applicable national law.
These rights are separate from any voluntary commercial warranty we may offer.
10. Incorrect Product or Delivery
If you receive the wrong product or your order is incomplete, please contact us at:
We will investigate the order and provide an appropriate remedy in accordance with applicable law.
11. Commissioned Artwork
Commissioned artwork is created specifically for the individual customer.
Before production begins, the customer approves the specifications in writing and pays the agreed price in full.
Because commissioned artwork is individually created, the statutory right of withdrawal may not apply where the applicable legal exception for personalised or made-to-order goods applies.
If the commissioned artwork is defective or does not conform to the agreed specifications, the customer’s statutory rights remain unaffected.
12. International Returns
Customers outside the European Union may be responsible for return shipping costs, customs procedures, import charges and other costs associated with returning goods, unless applicable law requires otherwise.
Before returning an international order, please contact us for return instructions.
Do not send a return to an address other than the address provided by us for the specific return.
13. Contact
For returns, refunds, withdrawals, damaged products or complaints, contact:
Rudolf Studio – trgovina z umetninami, Sandi Rudolf s.p.
Rožički Vrh 50a
9244 Sv. Jurij ob Ščavnici
Slovenia
Email: info@rudolfstudio.si
Phone: +386 51 451 977
14. Changes to This Policy
We may update this Returns, Refunds & Right of Withdrawal Policy from time to time.
The current version will be published on Teinatelie.com.