Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Original artwork must be undamaged and in all of its original packaging. All returns must be insured to the full value of the painting as you are still responsible for it until it arrives back. Please retain proof of postage and it's recommended to always send the item tracked. We cannot refund items that do not arrive back, or arrive damaged. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

There is a restocking fee of 20% on all art print returns.

To start a return, you can contact us at info@johannahattner.com. Please note that returns will need to be sent to the following address: Johanna Hattner, Alte Holstenstrasse 72, 21029 Hamburg, Germany.

If your return is accepted, you have to pay the shipping costs to send the package back fully insured for the price of the product (painting or print). Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@johannahattner.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Custom products or special personalized orders such as commissioned paintings cannot be returned. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@johannahattner.com.