Refund policy
OUR COMMITMENT TO YOU
We believe every piece of art should bring joy and meaning to your life. Our goal is to create a relationship with our collectors built on trust, transparency, and mutual respect.
We stand behind the quality of our work and the care we take in creating and shipping each piece. We want you to be completely happy with your purchase. If something doesn't feel right—whether it's a change of heart, a concern about the artwork, or an issue with shipping—we're here to help.
This policy outlines how we handle returns, refunds, and any issues that may arise. We've designed it to be fair to both you and our studio, so you can buy with confidence knowing we've got your back.
PRICING & CUSTOMS
All prices are final and include shipping costs.
Customs duties and taxes are the responsibility of the buyer and are set by your local customs authority. We provide all necessary documentation for customs clearance, but we cannot control or predict customs fees. Please contact your local customs office for more information about potential duties and taxes.
15-DAY RETURN POLICY
We offer a 15-day return policy from the date you receive your artwork.
To Be Eligible for Return:
Your artwork must meet ALL of the following conditions:
✓ In the same condition as received
✓ In original packaging (if applicable)
✓ You have your receipt or proof of purchase
Note: Original artwork (paintings, drawings, mixed media pieces) cannot be returned if they show any signs of handling, display, or alteration.
How to Request a Return:
1. Contact us at contact@soniaenache.art within 15 days of receiving your artwork
2. Provide your order number and reason for return
3. We'll review your request and confirm if it's eligible
4. If approved, you'll receive return shipping instructions
Return Shipping:
•You are responsible for return shipping costs
•We recommend using tracked, insured shipping (FedEx, DHL, or similar)
•Keep your tracking number for reference
REFUND PROCESS
Once we receive and inspect your returned artwork:
1. We'll notify you of our decision (approved or rejected)
2. If approved, we'll refund the artwork price only (excluding shipping costs)
3. The refund will be processed to your original payment method
4. Please allow 5-10 business days for your bank or credit card company to process the refund
Refund Amount:
•Artwork price: ✓ Refunded
•Original shipping cost: ✗ Not refunded
•Return shipping cost: ✗ Your responsibility
DAMAGE DURING SHIPPING
We take full responsibility for any damage that occurs during shipping. Your artwork is carefully packed with protective materials, but accidents can happen.
If Your Artwork Arrives Damaged:
Step 1: Inspect Immediately
•Open your package carefully
•Inspect the artwork immediately upon arrival
•Do not discard packaging
Step 2: Contact Us Within 48 Hours
•Email us at contact@soniaenache.art
Include:
•Clear photos of the damage
•Photos of the packaging (if applicable)
•Your order number
•Brief description of the damage
Step 3: We'll Make It Right. We will either:
•Replace the artwork at no cost (including free return shipping and new delivery),
OR
•Provide a full refund (including your original shipping cost)
Important: Damage claims must be reported within 48 hours of delivery. This allows us to work with the courier and insurance company if necessary.
LOST PACKAGES
If your package doesn't arrive within the stated delivery timeframe:
1. Contact us with your tracking number
2. We'll investigate with the courier
3. Once confirmed as lost, we'll issue either:
•A replacement artwork at no cost (including free shipping),
OR
•A full refund (including your original shipping cost)
EXCEPTIONS TO RETURN POLICY
The following items cannot be returned:
✗ Custom or made-to-order artwork (once production has begun)
✗ Artwork that shows signs of display, handling, or alteration
✗ Artwork without original packaging or receipt
CONTACT US
For returns, refunds, or questions:
Response time: 24-48 hours
Business Name: Distinct Sonix SRL
Trade Registration: J40/14891/2021
CUI: 44815235
Address: Str. Catinei nr. 26, Corp C2, Camera nr. 1, Bucuresti, 062346