Refund policy

Return & Refund Policy

Each product in my shop is handmade and custom-made with care. Because every item is created individually for the customer, the right of withdrawal under EU consumer protection law (14-day return period) does not apply in accordance with §312g Abs. 2 Nr. 1 BGB.

However, I want every customer to be happy with their purchase, so I offer the option to exchange an item in certain cases.

No Returns

I do not accept returns or cancellations after an order is placed, as each item is made specifically to order and often personalized. This includes:

  • Custom flower combinations or colors

  • Personalized names or messages

  • Custom shapes, sizes, or design preferences

  • Any other made-to-order request

Exchange Policy

If the final item does not meet your expectations, I offer an exchange under the following conditions:

  • You contact me within 7 days of receiving the item

  • The item is unused, undamaged, and returned in its original condition and packaging

  • You cover the return shipping costs

Exchanges are offered only in cases where it is possible to recreate or modify the item. I cannot exchange items due to minor variations in color or appearance, as each piece is handcrafted and unique.

Damaged or Defective Items

If your order arrives damaged or defective, please contact me within 7 days of delivery. I ask you to provide photos of the item and the packaging, along with a short description of the issue.

If the damage is confirmed, I will offer a replacement or a full refund, depending on availability. In such cases, I will cover any additional shipping costs.

Lost Packages

If a shipment is confirmed lost by the shipping provider, I will send a replacement free of charge. If a replacement is not possible, I will issue a full refund.

Bulk or B2B Orders

For large or business-to-business orders, I offer design previews before production. Once the design is approved, the order is binding and non-refundable. If the final result does not match the approved version, I will do my best to find a fair solution.

How to Contact Me

To request an exchange or report a problem, please contact me at anastassiya@artbyfink.com, including your order number, a description of the issue, and any relevant photos. I aim to respond within 48 hours.