Refund policy
At Objects With Narratives (“OWN”), we want our customers to know their rights, feel secure using our services, and understand our commitments. This Refund (Return & Delivery) Policy explains our practices with respect to refunds, returns, damaged or defective items, and also under what conditions cancellation or postponement by the buyer affects the policy.
1. Governing Law
This Policy is governed by Estonian law, unless otherwise agreed in writing.
2. Eligibility for Returns & Refunds
- Only products that are damaged or defective upon delivery are eligible for return and/or refund.
- We do not offer refunds or exchanges (even for store credit) for change of mind, except in cases required by applicable consumer protection law.
- The following items are non-returnable and non-refundable, unless they arrive damaged or defective:
• Custom-made or made-to-order pieces
• One-of-a-kind / unique pieces (artworks, limited editions, etc.)
• “Special commission” works explicitly made for the buyer
3. Reservation, Delivery Postponement & Cancellation by Buyer
- When a buyer purchases a unique or art/design piece, OWN reserves that piece once payment is received (or as otherwise agreed).
- If the buyer requests a postponed or delayed delivery (for instance because their project, installation or site is not yet ready), OWN will retain the piece and not make it available for resale during the period of delay.
- If delivery is postponed at the buyer’s request, the buyer may not cancel the order solely because they are not yet ready to receive delivery. The purchase is considered complete once payment and reservation are made.
-For pieces that are neither one-of-a-kind nor custom-made, if 60 days have passed since payment and delivery has not occurred due to the client’s decision, the client will no longer be entitled to cancel the order. For one-of-a-kind and custom-made orders, no refunds are accepted under any circumstances, as once these pieces are ordered, they are removed from sales channels and lose the opportunity to be sold to other clients.
4. Order Cancellation by OWN or Buyer
- Orders cannot be cancelled by the buyer once production/manufacturing/initial reservation has commenced (for made-to-order or custom pieces).
- If OWN has failed to manufacture or procure the item in a reasonable timeframe, OWN will inform the buyer, and the buyer may have the right to cancel and receive a refund under those circumstances (subject to any lead times stated at purchase).
5. Inspection & Reporting Requirements
- Upon delivery, you must inspect all items immediately.
- If damage or defect is found, you must notify us within 48 hours of delivery, providing:
1. Photographs of the product from all angles showing the damage or defect
2. Photographs of packaging (inner & outer)
3. A description of the damage/defect
4. Order number and date of delivery
- Failure to provide timely notification may affect your eligibility for a refund or replacement.
6. Return Conditions (for Eligible Items)
- Items must be returned in their original condition, with all original packaging, labels, accessories, and any included documentation.
- The customer must provide a copy of the shipping invoice and follow return shipping instructions as given by OWN.- If upon inspection the item is found not to have been defective or damaged upon delivery (or is used / altered / mishandled beyond what's acceptable), OWN may refuse the return and may return the item to you at your cost.
7. Refund Processing
- If a return is approved, we will refund the purchase price to the original method of payment.
- Please note: banking institutions, credit card companies or payment processors may require additional time to process the refund; OWN is not responsible for delays caused by them.
8. Shipping & Other Charges
- The cost of original shipping (delivery to you) is non-refundable.
- If a replacement item is approved, OWN will cover standard shipping to send the replacement.
Expedited shipping, special handling, or other optional services requested by the buyer may incur additional charges.
9. Limitation of Liability
- OWN is not liable for returns lost or damaged during the return shipment, unless properly insured or shipped according to our instructions.
- OWN has the discretion to refuse refund or replacement for items that do not comply with this Policy.