The Alchemist Sanctuary
Copenhagen, Denmark
Effective Date: July 10, 2025
1. Scope of This Policy
This Returns & Refunds Policy applies to all purchases made through our website, www.thealchemistsanctuary.com, and covers physical, made-to-order art prints fulfilled via Gelato. This policy does not apply to digital downloads or any services unless otherwise stated.
2. Made-to-Order Disclaimer (EU Directive Article 16(c))
All our products are printed specifically for each customer upon order. As such, they are classified as made-to-order goods and are exempt from the standard EU 14-day right of withdrawal, in accordance with Article 16(c) of the Consumer Rights Directive.
3. Eligibility for Returns or Refunds
We accept returns or issue refunds only in the following scenarios:
Buyer’s remorse, incorrect choices in size, style, or color, and minor variations in print appearance are not valid reasons for a refund or return.
4. Reporting an Issue
If you experience any issue with your order, you must notify us within 5 days of delivery. Please email us at support@thealchemistsanctuary.com with:
Requests made after the 14-day window may not be eligible.
5. Resolution Options
Depending on the nature of the issue, we will offer one of the following resolutions:
6. Refund Processing Timeline
Approved refunds will be processed to your original payment method within 7–10 business days. We do not offer refunds to alternative payment methods or cash equivalents.
Refunds are issued only to the original payment method. Store credit or exchanges are not offered at this time unless otherwise agreed upon.
7. Non-Refundable Situations
We do not offer returns or refunds in the following cases:
8. Damaged or Defective Items
If your order arrives visibly damaged, defective, or significantly misprinted, contact us within 5 days of delivery. Include clear photographic evidence. Once verified, we will issue a full refund or send a replacement at no cost to you.
9. Return Requirements (If Applicable)
In rare cases where a return of the product is required (e.g., for inspection or customs compliance), we will provide instructions. Return shipping costs will be covered by us only if the item was defective or incorrect. Otherwise, the customer bears the return cost.
10. Exchange Policy
We do not offer product exchanges due to the made-to-order nature of our items. If you believe you have received the wrong product, please contact us for resolution.
11. Cancellations
Once your order has been placed, it begins processing immediately. If you need to cancel, please contact us as soon as possible. Cancellation is only possible if production has not yet begun. If the order has entered production, it cannot be cancelled or refunded.
12. Return Address
As our production is fulfilled via third-party providers (e.g., Gelato), returns are not accepted at our registered business address. If a physical return is approved, we will provide the correct return address via email. Customers should not attempt to send returns without prior authorization.
13. Customs, Duties & Taxes
International customers are responsible for any customs duties, import taxes, or other fees imposed by their local authorities. These charges are not included in our prices and are non-refundable.
14. Contact for Claims
To initiate a return or refund request, please email us at support@thealchemistsanctuary.com. Include:
15. Governing Law
This Returns & Refunds Policy is governed by and interpreted in accordance with the laws of the Kingdom of Denmark, without regard to conflict of law principles.
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