Refund policy

REFUND AND RETURN POLICY

Last Updated: February 26, 2026

1. OVERVIEW This Refund and Return Policy applies to all purchases made through https://tashcolour.store/. It is designed to comply with the EU Consumer Rights Directive and the Finnish Consumer Protection Act. By making a purchase, you agree to these terms in conjunction with our Terms and Conditions.

2. HOW TO INITIATE A RETURN OR EXCHANGE If you wish to return or exchange an item, please first contact us by email at tashcolour1@gmail.com. You will then receive clear instructions on how to proceed, including information on required documentation and safe packaging guidelines. Please do not ship any items back until you have received these instructions from us.

3. 14-DAY RIGHT OF WITHDRAWAL (READY-MADE ITEMS) If you are a consumer located in the European Union (EU) or European Economic Area (EEA), you have the right to cancel your purchase of ready-made artwork within 14 days of receiving the item without giving any reason.

·         Notification: You must inform us of your decision to cancel by emailing tashcolour1@gmail.com before the 14-day period expires.

·         Refund of Delivery Costs: If you exercise this right, we will refund all payments received from you, including the costs of the least expensive type of standard delivery offered by us.

·         Condition: Items must be returned in their original, pristine condition and original packaging. We reserve the right to reduce the refund amount if the value of the goods has diminished due to handling beyond what is necessary to establish the nature and characteristics of the artwork.

4. EXCEPTIONS: CUSTOM-MADE AND COMMISSIONED ART In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.

·         This includes any artworks created specifically for you (commissions), portraits, or paintings modified at your request.

·         All sales of commissioned or custom artworks are final and non-refundable.

5. RETURN SHIPPING AND COSTS

·         Responsibility: You are responsible for the direct cost of returning the artwork.

·         Insurance and Tracking: Given the fragile and unique nature of the Products, we strongly recommend using a tracked and insured shipping service. We are not responsible for items lost or damaged during return transit. If the item is returned damaged, no refund will be issued.

·         Customs Declaration for International Returns (Non-EU): For returns originating from outside the European Union (e.g., USA, UK, Canada), you must clearly mark the package and all customs documents (forms CN22 or CN23) as "RETURNED GOODS - RELIEF FROM DUTIES". In the "Nature of Goods" field, you must select "Returned Goods". You are also required to attach a copy of the original invoice and reference the original export tracking number on the outside of the package. Failure to comply with these instructions may result in import duties and administrative fees being charged to us. We reserve the right to deduct any such costs from your refund or refuse the delivery. We reserve the right to deduct any such additional costs from your final refund amount or refuse the delivery if incorrect documentation causes financial liability to Tashcolour Tmi.

·         Burden of Proof: The consumer bears the burden of proof that the item was sent back within the allowed timeframe.

·         Address: Returns must be sent to: Tashcolour Tmi, Tikkakalliontie 231, 15820 LAHTI, Finland.

6. REFUND PROCESSING

·         Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

·         If approved, your refund will be processed via the original method of payment within 14 days of us receiving the returned Product.

·         International Orders: Customs duties, import taxes, and local clearance fees paid by you to your local authorities are non-refundable by Tashcolour Tmi.

·         Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again, then contact your credit card company or bank.

7. DAMAGED OR INCORRECT ITEMS & STATUTORY WARRANTY

·         Legal Guarantee: In addition to the 14-day return right, EU consumers benefit from a statutory warranty for faulty goods. If the Product has a manufacturing defect, you have rights under the Finnish Consumer Protection Act to repair, replacement, or a refund.

·         Damaged on Arrival: If you receive an artwork damaged during delivery, document the damage with photos immediately and contact tashcolour1@gmail.com within 48 hours. We will work with the carrier to resolve such issues.

8. REFUSED DELIVERIES (UNCLAIMED PACKAGES) Refusing to accept a delivery or failing to collect a package from a pickup point (e.g., due to unpaid customs duties in the US or UK) does not constitute a valid exercise of the right of withdrawal. In such cases, the cost of return shipping and any additional fees incurred by us will be deducted from your refund.

9. DISPUTE RESOLUTION If you are dissatisfied with our refund process, you have the right to submit a complaint to the Finnish Consumer Disputes Board (www.kuluttajariita.fi) or use the EU Online Dispute Resolution platform (http://ec.europa.eu/consumers/odr/).