Refund policy
RETURN AND REFUND POLICY
Last updated: April 11 10, 2026
1. GENERAL
Studioelvae.com, operated by Joi Living, offers made-to-order products (print-on-demand). Each product is printed and produced specifically for you after your order is placed. Due to the custom nature of our products, special conditions apply to returns and refunds.
RIGHT OF WITHDRAWAL AND EXCEPTIONS
Under the EU Consumer Rights Directive and Swedish Distance Selling Act, you normally have a 14-day right of withdrawal for distance purchases. However, this right does NOT apply to goods manufactured according to your specifications or that are clearly personalized, which includes our print-on-demand products.
Exceptions from right of withdrawal:
- Products with custom prints or designs
- Products manufactured specifically for your order
- Products in wrong size or color that you selected during checkout
3. DAMAGED OR DEFECTIVE PRODUCTS
If your product arrives damaged or with a manufacturing defect, you are entitled to:
- Free reprint of the product, OR
- Full refund of the product price
Conditions:
- Clear photo showing the damage or defect must be provided
- Claim must be made within 30 days of delivery (45 days for international orders)
- Defective products do not need to be physically returned
4. ERRORS IN ORDER
If we shipped the wrong product (not what you ordered) or if the product does not match the product description, we offer a free reprint or full refund.
5. LOST OR RETURNED SHIPMENTS
Incorrect delivery address: If your order is returned due to an incorrect or incomplete delivery address that you provided, only the product price will be refunded. Shipping costs are non-refundable.
Lost in transit: If your order is lost during shipping and cannot be tracked, contact us to initiate an investigation. We offer a reprint or refund after verification.
6. HOW TO FILE A CLAIM
To file a claim:
- Contact us at hello@studioelvae.com within the applicable claim period
- Provide your order number
- Attach clear photos showing the issue
- Describe the problem in detail
We process all claims within 5 business days.
7. REFUND METHOD
Approved refunds are processed within 14 days and refunded to your original payment method.
8. DIGITAL PRODUCTS
For digital downloads (templates, guides, etc.), no right of withdrawal applies after the file has been downloaded, in accordance with EU Consumer Rights Directive Article 16(m).
9. CONTACT US
For questions about our return and refund policy:
- Email: hello@studioelvae.com
- Website: studioelvae.com
10. YOUR RIGHTS
This policy does not affect your statutory rights under Swedish consumer law. In case of dispute, you have the right to contact the National Board for Consumer Disputes (ARN) or the EU's Online Dispute Resolution platform.