Return & Refund Policy

We appreciate your support of Boris Groh. Please read carefully before placing your order. This Return & Refund Policy should be read together with our Terms of Service, Shipping Policy, and Privacy Policy available on this website.

All Sales Are Final
All international payments are processed in USD via Payoneer.
For customers in Ukraine, payments are accepted in UAH to the official business accounts of Boris Groh (FOP). The payable amount is always calculated based on the USD price, converted to UAH at the exchange rate in effect on the date of payment.

Orders are considered final once payment has been confirmed. After this point, cancellations, refunds, or changes are not possible.

  • We kindly ask you to consider your purchase carefully before completing payment. Each artwork is created with great care, and your support directly helps sustain independent art.

Customs & Import Taxes
International shipments may be subject to customs duties, taxes, or fees. These are the customer’s responsibility.
If a customer refuses to pay or fails to collect the parcel, and it is returned or destroyed by customs, no refund will be issued. If reshipping is possible, the customer covers all additional shipping costs.
For delivery conditions and customs-related delays, please also see our Shipping Policy.

Damages, Loss & Issues
All artworks are packaged carefully. In the rare event of damage or loss:

  • Inspect your parcel upon delivery. If the package shows visible damage, ask the courier to make a written note or record it in the delivery system.
  • Document everything. Provide clear photos and video of:
    • the outer packaging (all sides),
    • the unboxing process,
    • the damaged item.
  • Report quickly. Send your claim within 48 hours of delivery to borisgrohshop@gmail.com including your order number, delivery date, and photo/video proof.

⚠️ Claims submitted without this documentation may not be reviewed.
⚠️ Do not attempt to repair, alter, or handle the damaged item without approval, as this may void your eligibility.
⚠️ Please keep the original packaging and any included certificates until your claim is resolved.

Loss: A shipment is considered lost only when the carrier confirms the loss in writing. We manage the claim directly with the carrier. At our discretion, we may offer a replacement or refund earlier if the evidence reasonably supports the loss.

Compensation: Refunds or replacements are processed only after the carrier approves the claim and the insurance payout is received. Our liability does not exceed the insurance coverage.

Partial Refunds
We do not offer partial refunds for change-of-mind purchases.
In case of verified damage, loss, or delivery issues confirmed by the carrier, we may, at our sole discretion, provide a replacement, store credit, or a full/partial refund, limited to the compensation approved by the carrier’s insurance and subject to applicable law.

EU/UK Right of Withdrawal — Open Edition Only
In compliance with EU/UK consumer law, customers located in the EU or UK may withdraw from a distance purchase within 14 days from delivery, but only for Open Edition prints.

Conditions:

  • The print must be unused, unframed, and in its original packaging.
  • Return shipping costs are paid by the customer.
  • Original shipping fees are non-refundable.
  • A handling fee of up to 15% may be deducted from the refund amount to cover inspection and processing costs.
  • If the returned item is damaged due to improper repackaging or handling, we may reduce the refund up to 100% of the loss of value.

This right of withdrawal does not apply to:

  • Original artworks
  • Limited Edition prints
  • Open Edition prints once production has started, unless cancelled before production begins

Final Sale Items

  • Original artworks
  • Limited Edition prints
  • Open Edition prints (once production has started)

Delays
Delays caused by customs or carriers do not qualify for cancellation.

Related Policies
Please also review our Terms of Service, Shipping Policy, and Privacy Policy for additional conditions that apply to your purchases and deliveries.

Governing Law
This policy is governed by the laws of Ukraine, without prejudice to any mandatory consumer rights in the buyer’s country of residence.

Contact
borisgrohshop@gmail.com