Returns & Refund Policy
Last updated: 1 October 2026
At Jonna Freya, I want you to be happy with your artwork. If you have purchased a standard product through my webshop and change your mind, you have a statutory right to withdraw from your purchase within the applicable period described below.
This Returns & Refund Policy applies to purchases made through jonnafreya.com and should be read together with my Terms & Conditions.
1. Right of withdrawal
When you purchase a standard product online as a consumer, you generally have a statutory 14-day right of withdrawal.
This means that you can cancel your purchase without giving a reason within 14 days from the day you, or a person designated by you, receives the product.
If your order consists of multiple products delivered separately, the withdrawal period generally starts when you receive the final product in the order.
You must let me know that you wish to withdraw from your purchase before the withdrawal period expires.
After notifying me of your withdrawal, you have a further 14 days to send the product back.
You may use the online withdrawal option provided on the website, or contact me directly by email at info@jonnafreya.com.
2. How to request a return
To exercise your right of withdrawal, please send an email to:
Please include:
your order number
your name
the product you wish to return
the date of purchase
a clear statement that you wish to withdraw from the purchase
You do not have to provide a reason for the return.
You may also use the standard EU withdrawal form provided on our website. You are not required to use this form; you may also exercise your right of withdrawal by email or through our online withdrawal option.
3. Returning your order
The product must be returned within 14 days after you have notified me of your withdrawal.
You are responsible for the cost of returning the product, unless the product is defective, damaged upon arrival, incorrect, or applicable law requires otherwise.
I recommend using a tracked shipping service for returns, particularly for original paintings, as you remain responsible for the product until it reaches me.
4. Condition of returned artwork
You may handle and inspect the artwork to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to how you would be able to inspect it in a physical shop.
For example, you may carefully remove a print from its packaging to inspect it.
Please take reasonable care of the artwork while it is in your possession and return it safely packaged.
The original packaging does not necessarily have to be used, but the artwork should be packaged appropriately to prevent damage during return transport.
If the value of the artwork has decreased because it has been handled or used beyond what is reasonably necessary to inspect it, I may be entitled to deduct an amount corresponding to that loss in value, where permitted by law.
5. Refunds
Once you have exercised your right of withdrawal, I will refund the payments I have received from you within 14 days.
However, I may wait with the refund until I have received the returned artwork, or until you provide evidence that you have sent it back, whichever occurs first.
The refund will normally be made using the same payment method that you used for the original purchase, unless we have agreed otherwise.
If you paid standard delivery costs for the original order, these costs will also be refunded where required by law.
If you chose a more expensive delivery option than the standard delivery option, I am not required to refund the additional cost.
6. Return shipping costs
Unless the product is defective, damaged, or incorrect, you are responsible for the direct cost of returning the product.
The original shipping costs are separate from the cost of returning the product.
For example, if you paid €4.95 for standard delivery and subsequently exercise your right of withdrawal, the original €4.95 delivery charge will be refunded where applicable, while the cost of sending the artwork back to me is your responsibility.
7. Damaged or defective artwork
If your artwork arrives damaged, is defective, or is not what you ordered, please contact me as soon as possible at info@jonnafreya.com.
If possible, please include:
your order number
photographs of the artwork
photographs of the packaging
photographs of any visible damage to the package or shipping label
I preferably ask you to contact me within 48 hours of delivery so that I can investigate shipping damage promptly. This is intended to help with carrier claims and does not limit your statutory consumer rights.
If an artwork is damaged or defective, I will work with you to find an appropriate solution in accordance with your statutory rights. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
Because original paintings are unique, an identical replacement may not always be possible.
8. Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply to every type of product.
In particular, the right of withdrawal may not apply to artwork that has been clearly personalised or made specifically according to your individual specifications, where the applicable legal exception applies.
This can include certain commissioned artworks created specifically for you.
A standard print that is produced or printed after you place an order is not automatically considered personalised merely because it is made after your order.
For commissioned artwork, please see the separate Commission Terms for more information.
9. Commissions
Commissioned artworks are created specifically according to an individual customer's wishes and specifications.
Where the statutory exception for personalised or made-to-order goods applies, the normal 14-day right of withdrawal does not apply.
The applicable terms for cancelling a commission before completion are set out in the Commission Terms.
Nothing in these terms limits any mandatory consumer rights that cannot legally be excluded.
10. Legal guarantee and defective products
Your statutory rights regarding conformity and defective products remain unaffected by this Returns & Refund Policy.
If an artwork does not conform to what you ordered, does not correspond with its description, or has a defect for which I am legally responsible, you may have rights to a repair, replacement, price reduction or refund, depending on the circumstances.
These rights are separate from the voluntary return process described above.
11. Questions about a return
If you are unsure whether your purchase can be returned, or if you have any questions about the return process, please contact me before sending the artwork back:
Email: info@jonnafreya.com
I am happy to help you determine the appropriate next step.
Jonna Freya
The Netherlands
KVK: 42143777
VAT: NL005531635B226
Website: jonnafreya.com
Email: info@jonnafreya.com