Returns and refunds

This article describes your rights and the steps to follow if you want to return a work or request a refund. Khroma builds on the European legal framework for distance sales, but each artist sets the precise terms (granted period, who pays for the return, exceptions).

The right of withdrawal

For distance sales in the European Union, you have a legal minimum of 14 days from receipt of the artwork to exercise your right of withdrawal. This right is unconditional: you don't have to justify your decision.

On Khroma, the artist may grant a longer period than the legal 14 days. The applicable period is shown on each artist's Returns and withdrawal page, and in your order summary at checkout:

The buyer has {days} days after receipt to exercise the right of withdrawal. Return shipping paid by {payer}.

The payer is either the buyer (you) or the seller (the artist covers return shipping). Verify this point before returning a work — the artist decides this in their shop settings.

The exception: made-to-order works

The right of withdrawal does not apply to artworks made to order or personalised. This is a legal exception in EU consumer law: a good produced to your specifications or clearly personalised cannot be returned.

Concretely, this covers:

• A piece commissioned to the artist with specific dimensions or subject.
• A commissioned portrait.
• A custom variation (a special format requested, for example).

If the artist offers this kind of service, their Returns page carries the note:

This artist offers commissioned works. These custom creations are not subject to the right of withdrawal.

For standard catalogue works (already existing at purchase time), the right of withdrawal applies normally.

When does the period start?

The period starts on the day you receive the artwork (not on the day of payment). If you buy on the 1st of the month and receive the work on the 8th, the 14-day window runs from the 8th to the 22nd.

If the order includes several works delivered separately, the period starts from receipt of the last one.

Initiating a return

Khroma has no "Request a refund" button on the site. The withdrawal happens by email, directly with the artist.

Step 1 — Email the artist

The artist's email is on:

• Their Contact page (form or direct address).
• Their Returns and withdrawal page, under the note The request must be sent to: {email}.
• Your order confirmation email (simply by replying).

Include:

• Your name and the order number.
• Your intent to withdraw (clear wording: I wish to exercise my right of withdrawal for order {number}).
• The reception date of the artwork (to frame the period calculation).

You don't have to justify your decision. If you wish, you can explain (the work doesn't fit the space, etc.) — that's helpful for the artist but not required legally.

Step 2 — Return the artwork

Once the artist has acknowledged your request, you ship the artwork back at your expense or theirs, depending on what the artist set on their Returns page.

Conditions for the return to be accepted:

• The artwork must be returned in its original condition.
• Complete (with all provided elements: certificate of authenticity, framing if delivered framed, etc.).
• In suitable packaging — ideally the same packaging it arrived in. A work damaged during return shipping due to careless packaging may result in a partial refund.

Keep the tracking number of your return shipment: this is your proof that the work has indeed been sent back.

Step 3 — The refund

Once the work has been received and verified by the artist, they issue the refund from their Khroma dashboard. The refund goes through Stripe, to the original payment method you used.

Legal refund timeline: maximum 14 days after the return is received, or proof of its shipment. In practice:

• The artist initiates the refund within minutes.
• Stripe forwards the order to your bank immediately.
• Your bank credits your account within 5 to 10 business days.

You receive an email Refund for your order — {artwork} with the detail:

• Refunded amount (full or partial).
• Optional reason if the artist filled this field.
• Link to download the credit note (an accounting document accompanying the original invoice).
• Note: The refund will be credited to your original payment method within 5 to 10 business days.

Partial refund

The artist can issue a partial refund in certain situations:

• If the work returned in poor condition (careless packaging, shock), they may deduct restoration costs.
• If the return is partial (an order of several works of which you keep some).
• In an amicable agreement to resolve a disagreement (compliant work that just doesn't suit you, for example).

You receive the refund email with the detail of the exact amount refunded and the reason.

Special cases

Artwork damaged on arrival

This is not a withdrawal, it's non-conformity. See Delivery and order tracking — section The package arrives damaged.

Document the damage with photos as soon as you receive the package and contact the artist quickly.

Artwork doesn't match the description

If you receive a work that doesn't match the description (wrong colour, wrong dimensions, wrong edition…):

• Document with photos.
• Contact the artist immediately.

This is a non-conformity case covered by consumer law. The artist must provide a conforming work or refund. The legal period to report a defect is 2 years (B2C sale).

Disagreement with the artist

If you can't reach an agreement with the artist (unjustified refund refusal, prolonged silence), several remedies:

• Consumer mediation: most artists' Terms of Sale mention a free consumer mediator.
• EU ODR platform: ec.europa.eu/consumers/odr for international purchases.
• Local small-claims court as a last resort.

Khroma can intervene in a calming step by contacting the artist, but has no arbitration power: the sale is legally between you and the artist.

Frequently asked questions

Can I return an artwork without explaining why?

Yes, within the legal withdrawal period (at least 14 days after receipt). You have no obligation to motivate your decision.

Who pays the return shipping?

It depends on the artist. Check their Returns and withdrawal page, or your order summary which specifies Return shipping paid by {the buyer / the seller}. Most artists leave the cost on you; some take it on as a goodwill gesture.

What happens if the artist is slow to refund?

The legal period is 14 days after receipt of the return or proof of its shipment. Beyond that, you can:

1. Remind the artist by email with clear wording (I formally request a refund within 14 days in accordance with consumer law).
2. Refer to the consumer mediator listed in the Terms of Sale.
3. Contact Khroma to flag the situation.

Can I return a work I purchased by mistake (accidental order)?

Yes. An accidental order (you clicked by mistake) falls under the right of withdrawal like any other. Contact the artist quickly before the work is shipped to save time.

Does the right of withdrawal apply to non-EU buyers?

If the seller is established in the EU, EU law applies to sales made from the EU. For a non-EU buyer purchasing from a European artist, your protection depends on the artist's Terms of Sale — check before purchase.

For an EU buyer purchasing from a non-EU artist, the artist's local law may differ. Read the seller's Terms of Sale before purchase.

Can Khroma refund me on behalf of the artist?

No. The money is on the artist's Stripe account, not at Khroma. Only the artist can initiate the refund. In case of disagreement with the artist, your recourse goes through consumer mediation, not Khroma.