Refund policy

Last updated: August 26, 2026

We want you to feel confident when purchasing an original artwork from Sacraia. This policy explains our return process, your statutory right of withdrawal, and what to do if an artwork arrives damaged or incorrect.

1. Return Period

Sacraia accepts return requests made within 14 days after you receive your order.

To notify us of a return, contact:

Email: hello@sacraia.art

Please include your name, order number, and the artwork you wish to return.

Customers in the European Union and other countries where a statutory right of withdrawal applies may exercise that right by sending us any clear statement communicating their decision to withdraw. Prior approval from Sacraia is not required to exercise a statutory right of withdrawal.

2. Return Condition

Please handle the artwork carefully and return it securely packaged.

Where possible, the artwork should be returned in its original condition and original protective packaging. If the original packaging is no longer available, suitable protective packaging must be used to prevent damage during transportation.

For returns made under a statutory right of withdrawal, you are permitted to inspect the artwork in the same way that you could reasonably inspect it in a physical store.

You may be responsible for a loss in value if the artwork has been handled beyond what was necessary to establish its nature, characteristics, and condition.

3. Return Instructions

Before sending an artwork back, please contact hello@sacraia.art for the correct return address and packaging instructions.

Do not send the artwork to the correspondence address without receiving return instructions first, as this address may not be equipped to accept returned artworks.

This request for prior contact helps ensure that your valuable original artwork is returned safely. It does not restrict or invalidate a statutory right of withdrawal that has already been exercised through a clear statement sent within the withdrawal period.

We strongly recommend using an insured and trackable shipping service appropriate to the value of the artwork. Please retain the shipping receipt and tracking information until the return has been completed.

4. Return Shipping Costs

If you return an artwork because you have changed your mind or exercised your statutory right of withdrawal, you are responsible for the direct cost of returning the artwork.

Sacraia does not reimburse return shipping costs in these circumstances.

If an artwork is defective, damaged upon delivery, or not the item ordered, Sacraia will bear the necessary return costs where required by law. Please contact us before arranging the return so that we can provide appropriate instructions.

5. Damage During Shipping

Please inspect your order promptly after delivery.

If the artwork or its packaging arrives visibly damaged, please photograph the package before opening it, where reasonably possible.

Please send the following information to hello@sacraia.art as soon as possible:

photographs of all sides of the unopened package;
photographs of any visible damage to the external packaging;
a clear photograph of the shipping label;
photographs of the internal packaging and protective materials;
detailed photographs of any damage to the artwork;
your name and order number;
a brief description of the damage and how the package was delivered.

Please retain the artwork and all original packaging until Sacraia or the shipping carrier confirms that they are no longer required. The packaging and photographs may be necessary for the assessment of a transport-insurance or carrier claim.

If the damage occurred during transportation, Sacraia will handle the matter with the shipping carrier or transport insurer. The customer is not required to pursue the carrier independently.

Providing photographs promptly helps us document and resolve the damage. A failure to provide photographs or report the damage immediately does not remove any mandatory statutory rights the customer may have against Sacraia.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, another form of subsequent performance, a price reduction, cancellation of the purchase, or a refund.

Because each original artwork is unique, an identical replacement will generally not be available.

6. Defective or Incorrect Items

If the artwork is defective or different from the item you ordered, contact hello@sacraia.art as soon as possible.

Please provide:

your name and order number;
a description of the issue;
photographs showing the defect or incorrect artwork;
photographs of the packaging and shipping label where relevant.

Please do not return the artwork before receiving return instructions.

If the delivered artwork is defective or incorrect, Sacraia will bear the necessary return costs where required by law.

Because each artwork is a unique original, an identical replacement will generally not be possible. The customer’s statutory rights remain unaffected.

7. Refunds

Return transit times vary depending on the country from which an artwork is returned. No fixed estimate can therefore be provided for the total duration of an international return.

Once a returned artwork has been received, Sacraia will inspect its condition. Please allow approximately 3–5 business days for the inspection and internal processing.

After the inspection, Sacraia will notify the customer whether the return and refund have been approved. If approved, the refund will be initiated using the same payment method used for the original purchase unless expressly agreed otherwise.

If the artwork has been damaged, soiled, or otherwise diminished in value due to handling beyond what was necessary to inspect it, an appropriate deduction may be made where permitted by law.

For returns under a statutory right of withdrawal, all payments required by applicable law will be reimbursed. Additional delivery costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery method offered by Sacraia do not have to be reimbursed.

Where permitted by law, Sacraia may withhold reimbursement until the returned artwork has been received or the customer has provided evidence that it has been sent back, whichever occurs first.

Additional processing time required by the customer’s bank, card issuer, PayPal, or other payment provider is outside Sacraia’s control.

Mandatory statutory refund periods and consumer rights remain unaffected.

8. Exchanges

Because each original artwork is unique, direct exchanges for an identical item are not possible.

If you would prefer another available artwork, please contact hello@sacraia.art. Any purchase of a different artwork will generally be treated as a separate order.

9. European Union – Statutory Right of Withdrawal

If you are a consumer and the goods are shipped to a country in the European Union, you generally have the right to withdraw from the purchase contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party designated by you other than the carrier, takes physical possession of the artwork.

To exercise your right of withdrawal, you must inform:

Sacraia
Owner: Caroline-Marie Kreuzer
c/o Block Services
Stuttgarter Str. 106
70736 Fellbach
Germany
Email: hello@sacraia.art

of your decision to withdraw from the contract by means of a clear statement, for example by email or letter.

You may also use the cancellation function in your Sacraia customer account:

Cancel order / Exercise right of withdrawal

You may use the model withdrawal form provided below, but its use is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your notification that you are exercising the right of withdrawal before the 14-day period expires.

10. Effects of Withdrawal

If you withdraw from the contract, we will reimburse all payments received from you, including the cost of the least expensive standard delivery method offered by us.

We are not required to reimburse additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered.

The reimbursement will be made without undue delay and no later than 14 days after the day on which we receive your withdrawal notification.

We will use the same payment method used for the original transaction unless expressly agreed otherwise. You will not incur additional fees from Sacraia as a result of the reimbursement.

We may withhold reimbursement until we have received the artwork or you have provided evidence that you have sent it back, whichever occurs first.

You must return the artwork without undue delay and no later than 14 days after informing us of your decision to withdraw. The deadline is met if you send the artwork before the 14-day return period expires.

You bear the direct cost of returning the artwork.

You are responsible only for any loss in value resulting from handling the artwork beyond what was necessary to establish its nature, characteristics, and condition.

11. Model Withdrawal Form

Complete and return this form only if you wish to use it to withdraw from the contract:

To:

Sacraia
Owner: Caroline-Marie Kreuzer
c/o Block Services
Stuttgarter Str. 106
70736 Fellbach
Germany
Email: hello@sacraia.art

I/We hereby give notice that I/We withdraw from my/our contract for the purchase of the following artwork:

Artwork:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date:

Delete as appropriate.

12. Customers Outside the European Union

Customers outside the European Union may request a voluntary return within 14 days after receiving the artwork, unless mandatory consumer law in their country provides additional rights.

The artwork must be returned safely and in accordance with the return instructions provided by Sacraia.

The customer is responsible for return shipping costs, insurance, customs documentation, import or export charges, and any other costs associated with a voluntary international return.

The customer should clearly mark the shipment as returned goods where legally and factually appropriate. Sacraia is not responsible for customs charges caused by incorrect or incomplete return documentation.

Mandatory consumer rights under the law applicable to the customer remain unaffected.