04 - Returns by Region & Statutory Right of Withdrawal
4.1.1 EU, EEA & UK Customers — Statutory Right of Withdrawal
This section applies to customers whose purchases qualify for a statutory right of withdrawal under applicable EU, EEA or UK consumer protection laws. For eligible purchases, you generally have the right to withdraw from your purchase within 14 days without providing a reason. The withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods.Where items from the same order are delivered separately, the period generally runs from receipt of the last item.
4.1.2 How to Exercise Your Right of Withdrawal
To exercise your statutory right of withdrawal, you must clearly communicate your decision to withdraw from the purchase.
You may use either of the following methods:
By Email
Online
Through our dedicated Withdraw from Purchase form.
Link to Online Withdrawal Form to be inserted
You do not need to provide a reason.
To meet the withdrawal deadline, it is sufficient to send your withdrawal notification before the applicable withdrawal period expires.
If you submit your request through our online withdrawal function, we will send an acknowledgement by email containing your withdrawal declaration and the date and time of submission.
4.1.3 Returning Your Order* (for applicable orders / regions only)
*as noted above: EU, EEA & UK Customers — Statutory Right of Withdrawal. All other customers review 4.2
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after notifying us.
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Return Address
Our return address is located in Switzerland and will be provided once you have been in touch with us.
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Return Shipping Costs
You are responsible for the direct costs of return shipping, where permitted by applicable law and provided this was disclosed before purchase.
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Please package the artwork securely to avoid damage during transport. We recommend using a tracked shipping service.
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Handling & Diminished Value
Please handle the artwork with care when inspecting it. If the artwork is damaged or loses value due to handling beyond what is necessary to inspect it, you may be responsible for the resulting reduction in value, where permitted by applicable law.
4.1.4 Customs Declarations for Returns to Switzerland
As our return address is located in Switzerland, customers returning goods from outside Switzerland must complete the necessary customs documentation. Please clearly identify the shipment as "RETURNED GOODS" and include the original order number and an accurate declaration of the goods and their value. Customers are responsible for the direct costs of return shipping, as stated above. Any customs or import charges will be handled in accordance with applicable law.
4.1.5 Refunds
If you validly withdraw from your purchase, we will reimburse the payments received from you, including the original standard delivery cost where required by applicable law.
Additional delivery charges resulting from your choice of a more expensive shipping method are not refundable where permitted by law. Refunds will be made using the original payment method unless otherwise agreed, without additional refund fees.
We will process refunds without undue delay and within the applicable statutory period, generally no later than 14 days after receiving your withdrawal notification. Where permitted by law, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever is earlier.
4.1.6 Online Withdrawal Form
For Customers Exercising an Applicable Statutory Right of Withdrawal. This form is intended for customers exercising an applicable statutory right of withdrawal. It does not create a voluntary return right for purchases that are not covered by such a right.
Withdrawal Form
4.2 Customers in Switzerland & Other Regions
KEXO does not offer voluntary returns or exchanges for changes of mind. For customers whose purchases are not covered by a statutory right of withdrawal, there is no general 14-day return period. The statutory withdrawal provisions in Section 4.1 apply only where required by applicable consumer protection laws.
Damaged, Defective or Incorrect Products
If your artwork arrives damaged, defective or incorrect, please contact us at kexo.info@gmail.com, preferably within 14 days of delivery, with your order details and photographs where possible. We will review the issue and arrange an appropriate solution, such as a replacement or refund, in accordance with applicable consumer rights. Nothing in this policy limits mandatory consumer rights under applicable law.
4.3 Original Artworks & Custom Commissions
Original Artworks
Original artworks that have already been created and are offered for sale are generally subject to applicable statutory consumer withdrawal rights when purchased online.
KEXO does not offer additional voluntary returns or exchanges for changes of mind beyond those required by applicable law.
Custom Commissions & Personalised Artwork
Artworks created according to a customer's individual specifications or clearly personalised requests are generally excluded from the statutory right of withdrawal where the applicable legal requirements for this exception are met. This may include commissioned portraits, bespoke illustrations and original artworks specifically created to a customer's individual requirements. These exceptions do not affect mandatory consumer rights relating to damaged, defective or incorrectly supplied products.
4.4 Murals & Individually Contracted Projects
Murals and other individually commissioned projects are arranged separately from webshop purchases and are governed by their respective written specifications, quotations and/or contracts. The webshop return and refund procedures do not apply to these projects. Any applicable cancellation or withdrawal rights, including mandatory consumer rights, remain unaffected.