Refund policy

Return & Refund Policy

Thank you for shopping at https://www.chaipeau.com (operated by Hydiho Ventures GmbH). Our fine art prints are produced to order by our print-on-demand partner WhiteWall. The following sets out (1) your statutory right of withdrawal, (2) the exceptions for custom-made items, and (3) your statutory warranty rights for defective goods. These rights are separate and independent of each other.

1. Right of withdrawal (14 days)

As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. Your full statutory withdrawal instruction and the model withdrawal form are set out in the “Withdrawal Instruction” section below.

To exercise it, send a clear statement of your decision to withdraw to: Hydiho Ventures GmbH, Aidenbachstraße 160, 81479 München, Germany — chaipeau@hydiho.com. You may use the model withdrawal form, but it is not mandatory. The 14-day period is met if you send your communication before the period expires.

2. Exception – custom-made / personalized items

The right of withdrawal does not apply to goods that are made to your individual specifications or are clearly personalized (e.g. custom dimensions, customer-supplied images, individual text). Standard catalogue prints (preset size and framing options) are not covered by this exception and remain fully withdrawable. Where an item is genuinely personalized, this is indicated before purchase and you confirm that the right of withdrawal lapses.

3. Statutory warranty (defective, damaged or incorrect items)

Independently of any withdrawal, your statutory warranty rights apply to defective goods (2 years under German law). If your order arrives damaged, defective, or different from what you ordered (e.g. wrong size, design or framing), please email chaipeau@hydiho.com within a reasonable time with your order number and a photo. We will repair, replace, or refund as required by law, and we bear the return shipping costs in these cases.

4. Returns process and shipping costs

To initiate a return, email chaipeau@hydiho.com with your order number and a description. Please do not return items directly to the manufacturer; we will provide the return information.

• Withdrawal: you bear the direct cost of returning the goods.
• Defective or our error: we bear the return shipping costs.

5. Refunds

After we receive and inspect the returned item, we confirm receipt and notify you of approval or rejection. On withdrawal, we refund all payments received including standard delivery costs (excluding extra costs from a non-standard delivery method you chose), within 14 days; we may withhold the refund until we have received the goods back or you have provided proof of return, whichever is earlier. Approved refunds go to your original payment method (typically within 7–10 business days).

6. Exchanges

We replace prints that are defective, damaged or incorrect. Contact chaipeau@hydiho.com.

7. Contact

Questions about this policy: chaipeau@hydiho.com.

Withdrawal Instruction

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods (or, for an order of multiple goods delivered separately, the last of the goods).

To exercise the right of withdrawal, you must inform us (Hydiho Ventures GmbH, Aidenbachstraße 160, 81479 München, Germany, chaipeau@hydiho.com) of your decision to withdraw from this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model Withdrawal Form

Download the Model Withdrawal Form (PDF)

(Complete and return this form only if you wish to withdraw from the contract.)

— To Hydiho Ventures GmbH, Aidenbachstraße 160, 81479 München, Germany, chaipeau@hydiho.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Ordered on (*)/received on (*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
(*) Delete as appropriate.