Refund and Returns Policy - Morwenna Studio

Refund & Return Policy

Effective Date: May 9, 2025

This policy outlines your rights and responsibilities when returning products purchased from Morwenna Studio. Please read it before making a return request.

1. Eligibility for returns

Customers are entitled to request a return or refund for eligible products within 14 calendar days from the date of delivery, in accordance with European Union Consumer Protection Directives and other international consumer rights laws. This period begins on the day you, or a third party indicated by you (other than the carrier), physically receives the item. To qualify for a return:

The product must be unused, in its original condition, and in its original packaging.
The product must not fall under any of the excluded categories listed in section 2.
A valid proof of purchase (such as order number or confirmation email) must be provided.

We reserve the right to deny returns if products show signs of wear, use, or damage not caused during transit.

2. Excluded Items

The following types of items are not eligible for returns or refunds, unless defective or damaged upon arrival:

Custom-made or personalized items, including commissioned artwork or any item made to your specifications.
Items that have been worn, washed, altered, or used in any way beyond initial inspection.
Digital goods or downloads, where applicable.

These exclusions are standard under global consumer law and help protect the integrity and fairness of customized and limited-run offerings.

3. Return procedure

To initiate a return, follow these steps carefully:

Step 1

Email us at info@morwennastudio.com with the subject line “Return Request – [Order Number]”. Include the following information:

Full name and contact details
Order number and purchase date
Reason for return (with clear explanation)
Supporting photos if the item is damaged, incorrect, or faulty

Step 2

Await a Return Authorization email with further instructions. Do not return items without authorization.

Step 3

Once authorized, ship the item to the return address provided in our response within 7 calendar days of approval.

Step 4

Use a trackable shipping method and retain proof of postage. We are not responsible for returns lost in transit.

Returns sent without authorization, outside the return window, or missing key documentation may be rejected.

4. Refunds

Once the returned item is received and inspected by our team:

You will receive an email confirmation of the item’s condition and return status.
If approved, the refund will be processed using the original payment method.
Refunds are issued within 5 business days of confirming the return.
Refund timing may vary depending on your bank or payment provider.

Please note that original shipping fees are non-refundable unless the return is due to our error.

5. Return Shipping Responsibility

If we are at fault (e.g., wrong item shipped, item arrives damaged): we will cover return shipping costs and issue a full refund, including original shipping.
If you change your mind or return the item for personal reasons: you are responsible for the return shipping costs. We recommend using a reliable, trackable courier.

You are also responsible for any customs duties or taxes incurred in returning the item.

6. Exchanges

If you wish to exchange an item:

Please contact us first to verify product availability.
Exchanges are only offered for items of the same value and must be returned in original condition.
Follow the return steps outlined above.
Once your return is received and approved, the exchange item will be shipped at your expense (unless the original item was defective or incorrect).