The Alchemist's Sanctuary™
Copenhagen, Denmark
Effective Date: 1 October 2025
Introduction
This Returns & Refunds Policy (the "Policy") establishes the terms, conditions, and procedures applicable to the return, exchange, cancellation, and refund of Products purchased through the website accessible at https://www.thealchemistsanctuary.com (the "Website"), operated by The Alchemist's Sanctuary™, a sole proprietorship (Enkeltmandsvirksomhed) duly registered in the Kingdom of Denmark under Central Business Register CVR/VAT: DK40801448, operating from Copenhagen, Denmark within the EU VAT zone (the "Company," "we," "us," or "our").
The Alchemist's Sanctuary™ is an established creative brand name and identity in continuous use since 2016 across digital, social, and publishing platforms. The name, logo, and related creative assets constitute protected intellectual property under Danish and international copyright and unfair competition law. The domain thealchemistsanctuary.com is officially registered and forms part of the business's intellectual property portfolio, along with verified social media accounts (Facebook, Instagram, Pinterest, TikTok, LinkedIn, YouTube). These collectively represent the official brand presence. The Alchemist's Sanctuary™ covers current and future creative activities, including fine art prints, publishing, digital media, homeware, fashion, and other derivative works produced under the same trade identity. Our artworks are restored and curated from historical archive sources released under Creative Commons CC0 or equivalent rights-free designations. All AI tools are used solely to assist with restoration, research, and communication. Final artworks remain human-directed and original. No customer data or artwork is ever used for AI training, resale, or data-sharing purposes.
Free worldwide shipping. Prices and checkout are shown in your local currency for reference. EU prices include VAT. Outside the EU, local taxes or import duties may apply on delivery (payable by the recipient). Checkout is processed in EUR; local currencies may display for reference; FX rates and minor rounding are handled by Shopify or the customer's payment provider.
This Policy applies exclusively to physical, made-to-order art prints (the "Products") and does not extend to digital downloads or ancillary services unless expressly stipulated otherwise. It forms an integral part of our Terms of Service, Privacy Policy, Cookie Policy, Shipping Policy, and Legal Notice (collectively, the "Policies"), incorporated herein by reference. By consummating an Order (as defined in the Terms of Service), you acknowledge and agree to be bound by this Policy.
The Company is committed to customer satisfaction while adhering to the bespoke nature of our Products, which are exempt from certain statutory withdrawal rights pursuant to Article 16(c) of Directive 2011/83/EU (as implemented in Danish law). Made-to-order goods are exempt from the 14-day withdrawal right under EU Directive 2011/83/EU Article 16(c). We reserve the right to amend this Policy at any time, with revisions posted on the Website and the Effective Date updated accordingly; continued use of the Services post-amendment shall constitute acceptance. In the event of any conflict between this Policy and the Terms of Service, the Terms of Service shall prevail.
Article 1: Scope and Applicability
1.1 Coverage
This Policy governs all claims for returns, refunds, exchanges, or cancellations arising from Orders for Products placed via the Website. It encompasses eligibility criteria, procedural requirements, resolution mechanisms, and limitations, ensuring compliance with applicable consumer protection legislation, including the Danish Sale of Goods Act (Købeloven) and EU Directive 2011/83/EU.
1.2 Exclusions
This Policy does not apply to: (i) digital products or services; (ii) third-party vendor items; or (iii) claims exceeding the timelines specified herein. Mandatory consumer rights under EU law remain unaffected.
Article 2: Made-to-Order Exemption under EU Law
2.1 Statutory Exemption
All Products are custom-printed and produced specifically upon receipt of each Order, rendering them "made-to-order goods" within the meaning of Article 16(c) of Directive 2011/83/EU (Consumer Rights Directive). Consequently, such Products are exempt from the 14-day right of withdrawal, and no returns or refunds shall be granted on grounds of change of mind, dissatisfaction with selection, or similar subjective preferences. Made-to-order goods are exempt from the 14-day withdrawal right under EU Directive 2011/83/EU Article 16(c).
2.2 Rationale and Implications
This exemption aligns with the bespoke, non-resalable nature of the Products and prevents waste in our print-on-demand model. You acknowledge this limitation by proceeding to checkout and affirm that your Order reflects deliberate selections. All prints are made-to-order using FSC®-certified, museum-quality matte paper (250gsm). Prints are shipped unframed to reduce waste and encourage reuse or recycled framing. Packaging is kept simple, made from recyclable materials, and avoids unnecessary plastics. Customers are encouraged to reuse or recycle all packaging components. Orders are produced and shipped locally, through reliable print and delivery partners, to reduce transport distance and overall emissions.
Article 3: Eligibility Criteria for Returns or Refunds
3.1 Qualifying Scenarios
Returns, refunds, or replacements are permissible solely in the following circumstances, subject to verification:
3.2 Non-Qualifying Scenarios
Change of mind—encompassing dissatisfaction with size, style, color, or aspect ratio—is not a valid basis for return or refund, consistent with the made-to-order exemption. Minor variations due to screen calibration, material tolerances, or inherent artistic interpretations are deemed acceptable.
Article 4: Reporting and Notification Procedures
4.1 Timeliness Requirement
Any issue with a Product must be reported in writing to support@thealchemistsanctuary.com within fourteen (14) calendar days of delivery confirmation. Failure to comply may result in denial of the claim. Report within 14 days.
4.2 Required Documentation
Notifications shall include:
We reserve the right to request additional information or inspection to validate the claim.
Article 5: Resolution Mechanisms
5.1 Available Remedies
Upon validation of an eligible claim, the Company shall, at its sole discretion, provide one of the following resolutions:
5.2 Determination Factors
The chosen remedy shall consider the nature and severity of the issue, inventory availability, and operational feasibility. No cash equivalents or alternative payment methods shall be issued.
Article 6: Refund Processing and Execution
6.1 Timeline
Approved refunds shall be processed and credited to the original payment method within seven (7) to ten (10) business days of claim validation. After approval, refunds are issued to the original payment method within 7–10 business days. Business days exclude Danish public holidays and weekends.
6.2 Deductions and Adjustments
Refunds may be prorated to account for partial usability of the Product or applicable taxes. Currency conversion fees, if any, are borne by you. Refunds for shipping costs are limited to instances of Company-attributable errors.
Article 7: Non-Refundable and Non-Returnable Situations
7.1 Enumerated Exclusions
No returns, refunds, or remedies shall be available in the following cases:
7.2 Discretionary Exceptions
The Company may, in its absolute discretion, extend remedies for non-qualifying claims on compassionate grounds, without establishing precedent.
Article 8: Handling of Damaged, Defective, or Misprinted Products
8.1 Immediate Action
If a Product arrives in visibly damaged condition, with manufacturing defects, or materially misprinted, adhere to Article 4 procedures for prompt notification.
8.2 Verification and Remedy
Upon review of evidence, we shall confirm eligibility and dispatch a replacement Product or process a refund at no cost to you, including return shipping if required. Defective Products must be retained pending instructions.
Article 9: Physical Return Requirements
9.1 Applicability
Physical returns are mandated only in limited scenarios, such as evidentiary inspection or customs mandates. Unauthorized returns shall not be accepted or refunded. Returns must not be sent to the registered company address; all returns are handled via trusted global print partners and require prior authorization by email.
9.2 Cost Allocation
Return shipping costs are borne by the Company solely for eligible defects or errors; otherwise, you assume such expenses. Instructions, including prepaid labels where applicable, shall be provided via email.
Article 10: Exchanges and Substitutions
10.1 Policy on Exchanges
Exchanges for alternative Products, sizes, or styles are not offered, given the made-to-order production process. Eligible claims for incorrect deliveries shall be resolved via replacement or refund, as per Article 5.
10.2 Customer Obligations
You warrant that Order selections are accurate at checkout. No adjustments post-Confirmation are feasible.
Article 11: Order Cancellations
11.1 Cancellation Window
Orders may be canceled solely within twenty-four (24) hours of Order placement and prior to production commencement (which typically initiates within one (1) to two (2) business days), upon written request to support@thealchemistsanctuary.com and subject to full refund (less any processing fees). Cancellations must be within 24 hours AND before production begins. Once production initiates, cancellations are irrevocable.
11.2 Notification
We shall confirm cancellation eligibility promptly; unconfirmed requests do not bind the Company.
Article 12: Designated Return Address
12.1 Fulfillment Partner Routing
Returns are processed through our trusted global print partners and are not directed to the Company's registered address. No returns to registered address; pre-authorization required. Approved returns require prior authorization and a designated label/address furnished via email.
12.2 Unauthorized Shipments
Packages dispatched without approval shall be refused, with return costs borne by the sender.
Article 13: Customs, Duties, and Import Taxes
13.1 Customer Liability
International Customers are exclusively responsible for all customs duties, import Value Added Tax (VAT) under EU VAT Directive 2006/112/EC or equivalents, tariffs, or brokerage fees levied by destination authorities. Such charges are excluded from Order totals and non-refundable, even upon return.
13.2 Non-Refundability
No refunds or reimbursements shall be issued for import-related costs, irrespective of claim validity.
Article 14: Contact and Claim Initiation
14.1 Submission Process
To lodge a return or refund claim:
14.2 Response Commitment
We aim to acknowledge all return or refund inquiries within 24–48 business hours and endeavor to resolve eligible claims within ten (10) business days. Acknowledge within 24–48 business hours. Report within 14 days.
Article 15: Governing Law and Dispute Resolution
15.1 Applicable Law
This Policy shall be governed by, construed, and interpreted in accordance with the substantive laws of the Kingdom of Denmark, excluding its conflict-of-law principles and without application of the United Nations Convention on Contracts for the International Sale of Goods (CISG, 1980).
15.2 Jurisdiction and Redress
Disputes shall be resolved per the Terms of Service, with primary recourse to amicable negotiation. EU consumers may access the European Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr, preserving mandatory rights under applicable law.
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