Refund policy
Last updated: June 17, 2026
This Return and Refund Policy applies to purchases made through vMaras.art.
vMaras.art sells original artworks, prints, and related artistic products. Original artworks are one of a kind and cannot usually be replaced if lost or damaged, so every order is handled with care, attention, and respect for both the artwork and the customer.
1. Contact
For any return, refund, cancellation, damaged item, delivery issue, or order-related question, please contact:
Vinka Maras
Email: vmaras.art@gmail.com
2. Return address
Returns must be sent only after contacting me first and receiving return instructions.
Return address:
Vinka Maras
Zagreb, Croatia (for full address please contact us via mail)
Items sent back without first contacting me may not be accepted.
3. Right of withdrawal for online purchases
If you are a consumer purchasing online, you have the right to withdraw from the purchase within 14 days without giving a reason, unless an exception applies.
The withdrawal period starts from the day you, or a third party chosen by you who is not the carrier, receives the goods.
If your order is delivered in multiple shipments, the 14-day period starts from the day you receive the last item or shipment.
To exercise your right of withdrawal, you must contact me before the 14-day period expires by sending a clear statement to:
Please include:
Your name
Order number
Artwork or product name
Email address used for the order
A clear statement that you wish to withdraw from the purchase
You may also use the optional withdrawal form included at the end of this policy, but this is not required.
4. Returning the item after withdrawal
After informing me that you wish to withdraw from the purchase, the item must be returned without unnecessary delay and no later than 14 days from the day you informed me of your decision to withdraw.
Returned items must be sent back in the same condition in which they were received.
Artwork must be:
Undamaged
Unused
Clean
Returned with any certificate of authenticity, if provided
Returned with all accompanying materials, if provided
Packed safely in the original packaging or equivalent protective packaging
You are responsible for any reduction in the value of the item caused by handling beyond what is necessary to inspect the nature, characteristics, and condition of the item.
Because artworks are fragile, please take special care when repacking and returning them.
5. Return shipping costs for withdrawal returns
For returns under the 14-day right of withdrawal, the customer is responsible for the direct cost of return shipping, unless agreed otherwise.
I strongly recommend using a tracked and insured shipping method, especially for original artworks.
The customer is responsible for ensuring that the returned item is packed safely and reaches the return address without damage.
6. Refunds for withdrawal returns
Once I receive and inspect the returned item, I will confirm whether the refund is approved.
If the return is approved, the refund will be made to the original payment method.
Refunds will be processed without unnecessary delay and no later than 14 days from the day I am informed of your decision to withdraw from the purchase. However, I may wait to process the refund until I receive the returned item or until you provide proof that the item has been sent back.
The refund will include the product price and the standard delivery cost paid at checkout, where applicable.
If you chose a more expensive delivery option than the standard delivery offered, the additional cost of that upgraded delivery option may not be refunded.
Please note that banks and payment providers may need additional time to process and post the refund.
7. Artwork delivery and shipping damage
Every artwork is packed carefully and with appropriate protective materials. I take great care to preserve the artwork and prepare it as safely as possible for delivery.
Because original artworks are one of a kind, they usually cannot be replaced if damaged in transit.
For larger, fragile, or higher-value original artworks, standard parcel shipping may not always be the best option. Depending on the artwork size, value, destination, and delivery risk, delivery may be arranged by one of the following methods:
Personal delivery by the artist, where possible
Local pickup by appointment
Tracked and insured courier delivery
Custom delivery or shipping quote agreed before dispatch
If personal delivery or pickup is arranged, the artwork should be inspected at the time of handover. Once the artwork is received and accepted by the customer, the delivery is considered completed.
If an artwork arrives damaged, please contact me immediately at:
Please include:
Your order number
Photos of the damaged artwork
Photos of the outer packaging
Photos of the inner packaging
Photos of any visible damage to the parcel
A short description of the issue
Please keep all original packaging until the issue is resolved, as it may be needed for a delivery or insurance claim.
If delivery damage is confirmed, I will work with you to find a fair solution. Because original artworks are unique, replacement may not be possible. Depending on the artwork and the type of damage, the solution may include:
Repair by the artist, where possible
A partial refund
Return and refund
Cancellation and refund if the item cannot be safely delivered
Another mutually agreed solution
For confirmed delivery damage, return shipping costs will not be charged to the customer where a return is required.
8. Damaged, defective, or wrong items
Please inspect your order as soon as you receive it.
If the item is defective, damaged, or if you receive the wrong item, please contact me immediately at:
Please include your order number, a description of the issue, and clear photos.
If the item is confirmed to be defective, damaged, or incorrect, I will work with you to resolve the issue through repair, replacement where possible, refund, or another appropriate solution depending on the situation and the type of artwork.
9. Custom artworks and personalized orders
The right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalized items.
This means that custom commissions, personalized artworks, special-order pieces, or artworks created specifically according to your request cannot be returned or cancelled once work has started, unless the item is defective, damaged, or not as agreed.
If you have a concern about a custom or personalized piece, please contact me at:
10. Original artworks
Original artworks are one of a kind.
If an original artwork is returned under the 14-day right of withdrawal, it must be returned in the same condition in which it was received, with all accompanying materials and documentation.
Any damage caused by improper handling, display, storage, or return packaging may reduce the refund amount.
11. Prints
Standard prints may be returned under the 14-day right of withdrawal, provided they are returned undamaged, unused, and safely packed.
Personalized prints, custom sizes, special-order prints, or prints produced specifically according to your request may not be eligible for return unless damaged, defective, or not as agreed.
12. Sale items and discounts
Sale items and discounted items are covered by your statutory consumer rights where applicable.
No additional voluntary return period is offered beyond the legal rights described in this policy.
13. Exchanges
Direct exchanges are not guaranteed.
The fastest way to obtain another item is to return the original item, if eligible, and place a separate order for the new item.
Because original artworks are one of a kind, exchanges for originals are usually not possible.
14. Cancellations before shipping
If you wish to cancel an order before it has been shipped, please contact me as soon as possible at:
If the order has not yet been shipped and is not a custom or personalized order already in progress, cancellation may be possible.
If the order has already been shipped, the return process described above applies.
15. Written complaints
Written complaints may be submitted by email or by post.
Email: vmaras.art@gmail.com
Postal address:
Vinka Maras
Zagreb, Croatia
A written response will be provided within 15 days from the date the complaint is received.
16. Optional withdrawal form
You may use the form below to withdraw from a purchase, but you are not required to use this exact form.
To: Vinka Maras, Zagreb, Croatia (for full address please contact us via mail)
Email: vmaras.art@gmail.com
I hereby give notice that I withdraw from my purchase of the following item:
Artwork/product name:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Date: