Legal
Returns & refunds
Every Vaelmar piece is printed for your order. Here is what that means if you change your mind, and what happens if something arrives wrong.
Personalised art prints
Your collector inscription is printed into the artwork itself, in the same pass as the painting. It cannot be lifted off afterwards, and the finished piece carries your words, so it cannot be sold or given to anyone else.
Because the piece is made to your own specification and is unique to you, it falls outside the 14-day change-of-mind right. This follows the Law of Obligations Act § 53(4)(3) in Estonia and Article 16(c) of Directive 2011/83/EU, which exclude goods made to the consumer's specifications or clearly personalised.
For delivery to the European Union, the United Kingdom and Norway, every art print carries a collector inscription that you enter and approve before you pay, so this is the position that applies to the art prints in your order. You are told this on the artwork page before you type your inscription, and again at checkout.
Art prints — other destinations
For art prints delivered to the United States, Canada, Switzerland, Australia, New Zealand, Japan and Singapore, the collector inscription is optional. Vaelmar does not offer change-of-mind returns to these destinations, whether or not you add an inscription. For Japan this is the return policy displayed under the Act on Specified Commercial Transactions.
Clothing — coming soon
The clothing collection is currently a preview and cannot be purchased. Final destinations and return terms will be published before orders open. Standard clothing sold online to EU consumers is subject to the statutory 14-day right of withdrawal. Producing a standard T-shirt after an order is placed does not make it personalised.
Where the statutory 14-day right applies, notify us within 14 days of delivery using our withdrawal form or email, then send the clothing back within 14 days of notifying us. You pay return postage for a change-of-mind return. You may try it on as you would in a shop; handling beyond what is needed to check it may reduce the refund. Faulty or incorrect goods remain covered at our expense.
The refund process below applies. We will publish the clothing return address before purchases open. Do not send returns to a printing facility. In a mixed order, the personalised-print exception applies only to the personalised art print; it does not remove the right to return standard clothing.
If a change-of-mind right does apply to your order
Where a piece is not personalised and the law where you live gives you a right of withdrawal, this is how it works. It never replaces your rights over a damaged or faulty piece, which are set out further down.
You have the right to withdraw from the contract within 14 days without giving a reason. The period ends 14 days from the day you, or someone you name other than the carrier, takes physical possession of the goods.
To exercise it, tell us in a clear statement. Use the withdrawal form on this site, the model form below, or an email to hello@vaelmar.com. Sending your notice before the period ends is enough.
If you withdraw, we refund every payment we received from you, including the standard delivery cost. Our delivery is free, so there is nothing to add there. We refund to your original payment method within 14 days of being told, and we may hold the refund until the goods reach us or until you show proof of posting, whichever comes first.
Send the goods back without undue delay and within 14 days of telling us. You pay the direct cost of returning them. You are liable for any reduction in their value caused by handling beyond what is needed to establish their nature, characteristics and function.
Model withdrawal form
Complete and return this only if you wish to withdraw from the contract.
To ZASU OÜ, Vaelmar, hello@vaelmar.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:(*) Delete as appropriate.
Damaged, faulty or not what you ordered
Email us as soon as you notice the problem, with your order number and a clear photo. We reprint it or refund you at no cost, and in most cases you do not need to send anything back. This is separate from anything above and nothing on this page limits it.
Consumers in the EU, the United Kingdom and Norway have at least two years to make a legal claim for a faulty product. Any mandatory rights where you live also apply, and these terms do not remove them.
Before it goes to print
If you need to cancel or change an order, contact us straight away. If production has not started, we can usually stop it and refund you without asking you to return anything.
Something arrived damaged or wrong instead? Contact us with a photo.