RETURNS & REFUNDS
Last updated: May 2026
At POPPIX, we want you to be fully satisfied with your order. If something is not right, we will resolve it as efficiently as possible.
1. Right of Withdrawal
If you are located within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.
To exercise this right, you must inform us of your decision to withdraw within the 14-day period via email or other clear written communication. After notifying us, you have an additional 14 days to return the item.
Your withdrawal request must include your order number, the email address used for the order, and a clear statement of withdrawal.
2. Return Conditions
To be eligible for a full refund, items must be returned unused and undamaged, in their original condition, and preferably in original packaging. You may inspect the product as you would in a physical store. Any use beyond what is necessary to establish the nature, characteristics and functioning of the product may result in a reduction of the refund amount.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except where the item is defective or incorrect due to a production or fulfilment error by POPPIX. In such cases, POPPIX will cover or reimburse return shipping costs.
Issues related to shipping damage or loss during transit must be assessed on a case-by-case basis. Where a carrier is responsible for damage or delivery issues, POPPIX will support the customer in filing a claim with the shipping provider, but liability may rest with the carrier depending on the circumstances of delivery and proof of damage.
4. Non-Returnable Items
The right of withdrawal does not apply to personalised or custom-made products, products made to customer specifications, or digital products once they have been downloaded or accessed. These exclusions comply with applicable EU consumer protection law.
5. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, you must contact us within 7 days of delivery. Your message must include your order number, a description of the issue, and clear photos of the product and packaging. If your claim is approved, we will offer a replacement, refund, or appropriate solution at no additional cost.
6. Refunds
Approved refunds are processed within 14 days after we receive the returned item or valid proof of return shipment. Refunds are issued to the original payment method. Where legally required, standard shipping costs are included in the refund. Any upgraded shipping options such as express delivery are non-refundable.
7. Contact
POPPIX
Korfmakerstraat 129A
3026 XG Rotterdam
The Netherlands
support@poppixwallart.com