Return & Refund Policy
Date: 26 August 2026
We appreciate your support of Boris Groh. Please read this Policy carefully before placing an order. It should be read together with our Terms of Service, Shipping Policy, and Privacy Policy.
Core principle: except where this Policy or mandatory law provides otherwise, orders are final after payment is confirmed. This Policy does not exclude or reduce consumer rights that cannot lawfully be waived.
1. General Final-Sale Rule
Except as expressly provided in this Policy or required by applicable law, orders are final once payment has been confirmed and cannot be cancelled, changed, returned, or refunded merely because the customer changes their mind.
International payments are processed in United States dollars via Payoneer. Customers in Ukraine may pay in Ukrainian hryvnia to the official business accounts of Boris Groh as a registered individual entrepreneur, based on the United States dollar price converted at the exchange rate applicable on the date of payment.
2. Custom and Personalised Orders
Where applicable law provides an exception from a cooling-off or withdrawal right for goods made to the customer's specifications or clearly personalised, that exception applies to qualifying custom or personalised orders.
Examples may include a non-standard size specifically requested by the customer, a personalised inscription or dedication, or another agreed modification made specifically for that customer. A standard artist signature, standard edition number, or Certificate of Authenticity that forms part of the normal product specification is not, by itself, treated as customer personalisation.
The fact that a standard product is printed, produced, stretched, signed, numbered, or prepared after an order is placed does not by itself make it a custom or personalised product.
3. Statutory Right of Withdrawal for Eligible Distance Purchases
Where mandatory consumer law gives a customer a right to withdraw from an eligible online or other distance purchase without giving a reason, that right applies notwithstanding our general final-sale rule. For eligible consumers in the European Union and the United Kingdom, the standard withdrawal period is generally 14 days from delivery, subject to applicable exceptions and national rules.
To exercise a withdrawal right, the customer must clearly tell us of the decision to withdraw. Simply refusing delivery, failing to collect a parcel, or allowing a parcel to be returned to sender does not by itself constitute a valid withdrawal notice.
After giving a valid withdrawal notice, the customer must return the goods within the time required by applicable law. For European Union and United Kingdom distance purchases, this is generally within 14 days after the withdrawal notice.
4. Costs and Refunds for a Valid Change-of-Mind Withdrawal
Where a statutory change-of-mind withdrawal right applies:
• The customer bears the direct cost of returning the goods unless we expressly agree to pay it or
applicable law requires us to bear it.
• The goods must be returned using packaging and a service reasonably suitable for the nature and
value of the item. For valuable artworks, tracked and appropriately insured return shipping may be
required where reasonable and legally permitted.
• If the customer paid a separate outbound delivery charge, we will refund the amount required by
applicable law. For European Union and United Kingdom withdrawals, this generally includes the
least expensive standard outbound delivery offered, but not an upgrade to a more expensive delivery
option.
• Where the original customer-facing shipping charge was free, there is no separate outbound
shipping amount to reimburse.
• We will make the refund within the time required by applicable law. Where the law permits, we may
withhold reimbursement until the goods are returned or until the customer provides evidence that
they have been sent back.
• Refunds are generally issued using the same payment method and currency as the original
transaction unless
another method is expressly agreed and lawful.
5. Condition of Goods Returned Under a Withdrawal Right
A customer exercising a statutory change-of-mind withdrawal right may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics, and condition, similar to the inspection that would reasonably be possible in a shop.
The customer is responsible for any diminished value resulting from handling beyond what is reasonably necessary for inspection, to the extent permitted by applicable law. This may include fingerprints or contamination on artwork surfaces, scratches, scuffs, dents, creases, tears, punctures, stains, moisture damage, alterations, damage to signatures, edition numbers or Certificates of Authenticity, or damage caused by inadequate return packaging.
Where such handling or damage reduces the resale, exhibition, or collectible value of the item, the refund may be reduced by the objectively demonstrable loss in value to the extent permitted by law. We do not charge an automatic restocking or handling fee for a statutory withdrawal.
Our Canvas prints have delicate matte art surfaces. Customers should follow any handling instructions supplied with the order, including instructions not to touch the printed surface with bare hands. Ignoring clear handling instructions may be relevant when assessing diminished value.
6. Damage, Defects, Loss and Other Problems
If an item arrives damaged, is defective, is materially not as described, or a shipment is lost, the customer may have rights separate from any change-of-mind withdrawal right. Mandatory rights relating to faulty, damaged, misdescribed, or non-conforming goods are not limited by this Policy.
Depending on the product, the nature of the problem, applicable law, and what is reasonably possible, an appropriate remedy may include repair or conservation, replacement, a price reduction, cancellation, or a full refund. We do not promise that the same remedy is appropriate for every product category.
7. Reporting Suspected Transit Damage
Please report suspected transit damage to borisgrohshop@gmail.com within 48 hours of delivery whenever possible. Prompt notice helps preserve evidence and meet carrier claim deadlines. This requested period does not remove mandatory rights that cannot lawfully be excluded.
Please provide your order number, delivery date, and clear evidence where available, including:
• photographs of all sides of the outer package and shipping label;
• photographs of any visible dents, punctures, tears, moisture, opening, crushing, or other package damage;
• photographs and video of the internal packaging and the item;
• an unboxing video where available;
• any written damage report, notation, delivery record, or other document created by the courier or postal operator; and
• photographs of the Certificate of Authenticity, edition number, or other identifying features where relevant.
If the outer package is visibly damaged at delivery, please ask the courier or postal operator to record the damage before or during delivery where the carrier permits this. Keep the original packaging and all included documents until the claim is resolved.
8. Evidence, Inspection and Anti-Fraud Safeguards
Photographs and video help us investigate a claim but may not be sufficient on their own. We may reasonably request original photo or video files, additional angles, metadata where available, carrier documentation, packaging, proof of purchase, or return of the item for physical inspection.
Artificially generated images, materially altered photographs, staged evidence, third-party images presented as evidence of the customer's own shipment, or other fabricated materials are not accepted as genuine proof. We may reject or challenge evidence that is not authentic, subject to mandatory law.
Do not clean, repair, retouch, alter, frame, cut, destroy, discard, or otherwise materially change a disputed item or its packaging without our written instructions. Doing so may make it impossible to determine the cause of damage or pursue a carrier claim and may affect the available remedy to the extent permitted by law.
9. Return, Inspection or Documented Destruction Before Replacement or Refund
For a confirmed damage or defect claim, we may require one of the following, depending on the product, evidence, carrier or insurer requirements, and applicable law:
• return of the item for physical inspection;
• return of the item together with its Certificate of Authenticity or other edition documents;
• inspection or written documentation by the carrier;
• a documented destruction or permanent cancellation procedure expressly approved by us in writing
where return is impractical; or
• another written procedure agreed for the particular claim.
A customer must not independently destroy a disputed item and then assume that a replacement or refund is guaranteed. Where a carrier or insurer may require inspection, destruction will not be authorised until that requirement has been addressed.
If we require the return of a defective or transit-damaged item and the claim is confirmed, reasonable return shipping costs will be covered or reimbursed where required by applicable law. If a claim is not confirmed, return costs may remain the customer's responsibility to the extent permitted by law.
10. Product-Specific Resolution Procedures
10.1 Original Oil Paintings
Original Oil Paintings are unique one-of-one artworks and cannot be replaced with an identical second original. A damaged Original should normally be returned to us if physically and legally possible. The Certificate of Authenticity and any other associated documents must also be returned where requested.
Depending on the damage and applicable law, possible resolutions may include professional conservation or restoration with the customer's agreement, a price reduction where legally appropriate and agreed or required, cancellation and refund, or an alternative original artwork only if both parties expressly agree. We will not treat a different original artwork as an automatic replacement.
A customer should not destroy an Original Artwork without our express written instruction. A damaged original may retain artistic, evidentiary, archival, conservation, or residual value.
10.2 Limited Edition Paper Prints
Limited Edition prints are signed, numbered, and accompanied by a Certificate of Authenticity. The edition must remain controlled so that an invalid duplicate edition number is not left in circulation.
Where a Limited Edition print is damaged and replacement is appropriate, we may require the damaged print and Certificate of Authenticity to be returned, or may approve a documented permanent cancellation or destruction procedure where return is impractical. The damaged copy and its certificate will be recorded as cancelled before a replacement edition is treated as valid.
A replacement may use the same edition number only when the previous copy has been conclusively returned, permanently destroyed, or otherwise cancelled so that a second valid copy with the same number cannot remain in circulation. Where appropriate, we may instead issue an unused number from the published edition and record the original number as cancelled.
If a Limited Edition copy is lost in transit and may theoretically reappear, we will not create an additional valid copy with the same number unless the original is conclusively recovered and cancelled. We will not expand the published edition by creating numbers beyond the stated edition size. Artist Proof copies are not used as automatic replacements unless expressly agreed.
10.3 Open Edition Canvas Prints
Open Edition Canvas Prints are not individually numbered editions and can normally be reproduced. For a confirmed claim, replacement may therefore be possible. We may require the damaged Canvas to be returned or, where return is disproportionate or impractical, may approve documented destruction that makes the damaged Canvas permanently unsuitable for resale as artwork.
10.4 Art Postcards
For Art Postcards, photographs and other documentation may often be sufficient to resolve a straightforward low-value damage claim without requiring an international return. We nevertheless reserve the right to request return, additional evidence, or documented destruction where reasonably necessary, particularly for larger quantities, repeated claims, inconsistent evidence, or a carrier investigation.
11. Mixed Orders and Partial Problems
If only one item in a multi-item or mixed order is damaged, missing, or defective, the claim and remedy normally apply only to the affected item or items. Damage to one product does not automatically entitle the customer to a refund for unaffected products unless applicable law requires otherwise or the problem materially affects the entire order.
12. Lost Shipments
We may ask the carrier to trace a delayed shipment and may wait for sufficient evidence to distinguish a delay from a loss. A carrier's written confirmation of loss is strong evidence, but carrier or insurance procedures do not give us an unlimited right to postpone a mandatory customer remedy.
Where applicable law entitles the customer to replacement, termination, or refund because the goods have not been delivered within the agreed or applicable statutory period and any required additional reasonable period, we will comply with that obligation even if the carrier or insurer has not yet compensated us.
For Open Edition Canvas Prints and Art Postcards, a replacement can often be produced if appropriate. For a lost Limited Edition, edition-number controls in section 10.2 apply. For a lost Original Artwork, an identical replacement is impossible; another artwork may be offered only by agreement, and a refund will be provided where required by applicable law or agreed as the appropriate resolution.
13. Carrier Compensation and Customer Remedies
Carrier insurance, declared-value compensation, and our claims against a carrier are separate from the customer's rights against us. If mandatory law requires us to refund the full price or provide another remedy, that obligation is not reduced merely because a carrier or insurer pays us less than the declared value or has not yet paid us.
14. No Discretionary Partial Refunds
We do not offer discretionary partial refunds, discounts, or compensation based solely on subjective dissatisfaction, digital previews, unverified damage claims, or a customer's request to keep an item at a reduced price.
A price reduction may be provided only where required by applicable law or expressly agreed by us after review of a documented claim. The customer is not entitled to choose an arbitrary reduction amount.
15. Unclaimed, Refused and Customs-Returned Parcels
Refusing delivery, failing to collect a parcel, or allowing a parcel to be returned to sender does not by itself constitute a valid cancellation or withdrawal. Where a withdrawal right exists, the customer must clearly notify us of the decision to withdraw.
If a parcel is returned because the recipient did not collect it, refused delivery, provided an incorrect or incomplete address, failed to provide customs information, or failed to pay destination charges for which the recipient is responsible, we will assess the case after the parcel is returned and inspected. Documented return shipping, storage, clearance, customs, re-import, brokerage, or other costs caused by the recipient's failure may be charged or deducted only to the extent permitted by applicable law.
If the parcel is abandoned, destroyed, confiscated, or otherwise not returned because of the recipient's failure to meet destination requirements, the availability and amount of any refund will depend on the facts, recoverable goods or funds, applicable law, and any mandatory consumer rights.
16. Delays and Cancellation
Customs, export, government, and carrier delays do not by themselves create a right to cancel an order. However, if mandatory law provides a right to terminate the contract after the agreed delivery period or an applicable statutory period and any required additional reasonable period, that right remains unaffected.
A specific delivery date is not guaranteed unless we expressly confirm it in writing as guaranteed. If a delivery date is essential to the customer, the customer should obtain our express written confirmation before ordering.
17. Returned Property After a Claim
Where a full refund or replacement is provided on the condition that the disputed item is returned, the returned item will not automatically be re-sent to the customer. Subject to applicable law and any carrier or insurer requirements, we may retain it as evidence, archive it, permanently cancel it, destroy it, conserve or restore it, or transfer it to a carrier or insurer. Limited Edition status and Certificates of Authenticity will be handled in accordance with section 10.2.
18. Model Withdrawal Form
If you have a statutory right of withdrawal, you may use the form below, but you are not required to use this exact wording. An unequivocal email containing the same information is also acceptable where applicable law allows it.
To: Boris Groh Art - borisgrohshop@gmail.com
I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:
Order number / goods: ______________________________
Ordered on: __________________ Received on: __________________
Name of customer(s): ______________________________
Address of customer(s): ____________________________
Signature (only if this form is sent on paper): __________________
Date: __________________
19. Governing Law
This Return & Refund Policy is governed by the laws of Ukraine, without prejudice to mandatory consumer rights and other mandatory protections that may apply in the customer's country of residence or otherwise under applicable law.
20. Contact
Email: borisgrohshop@gmail.com