Refund policy
Last updated: July 20, 2026
This policy explains cancellations, withdrawals, returns, product problems and refunds for purchases from Artistic Apex. It does not limit any mandatory consumer rights that apply to your order.
Cancel, withdraw or return an order
Open your customer account, select the relevant order and choose the cancellation or return option shown for that item.
After you submit the online request, a confirmation is sent to the email address connected to your order. You can also contact us through our contact form or at shop@artistic-apex.com.
Contact us before returning anything
Include your order number and the email address used at checkout. Do not send an item to a production partner or to an address shown on the parcel without our written return instructions. Orders can be fulfilled from different locations, so the correct return address is provided with the return authorization.
Cancellations and order changes
For eligible standard products, a cancellation can be requested while the item is still unfulfilled. Production can begin shortly after an order is placed, so contact us immediately if the size, colour, design, print side or delivery address is wrong. We cannot guarantee that an operational change is possible once production has begun. After an item is fulfilled, it can no longer be cancelled and the return or withdrawal process applies instead.
These operational limits do not remove any mandatory right of withdrawal that applies where you live.
14-day return and withdrawal window
Unless an exception below applies, standard non-personalised catalogue items can be returned by notifying us within 14 days after the last item in the order is delivered. If the final day falls on a weekend or public holiday, the period is extended to the next business day. After notifying us, send the item back within 14 days using the return instructions we provide.
Consumers who have a statutory right of withdrawal may withdraw without giving a reason. If the law applicable to your order gives you a longer period or additional rights, those rights apply.
Return condition
You may inspect an item as you would in a shop. Returned items should be unworn beyond that inspection, unwashed and, where reasonably possible, returned with original labels and packaging. Where permitted by law, a refund may be reduced only for loss in value caused by handling beyond what was necessary to establish the nature, characteristics and fit of the item.
Return shipping and original delivery charges
For a change-of-mind return or statutory withdrawal, the customer is responsible for the direct return-shipping cost unless applicable law requires otherwise. If the return is caused by a damaged, defective, misprinted or incorrect item, we cover reasonable return costs when a return is required. Where legally required, the original standard delivery charge is refunded; additional costs for an upgraded or express delivery option are not refunded.
Personalised and custom products
An item that is clearly personalised or produced to your individual specifications, such as customer-supplied artwork, names, dates or a custom composition made specifically for you, may be excluded from change-of-mind cancellation and withdrawal where permitted by law. This exception will be communicated before purchase.
A standard Artistic Apex catalogue design being printed only after an order is placed is not treated as automatically personalised. Mandatory consumer rights continue to apply.
Damaged, defective, misprinted or incorrect items
Contact us promptly, ideally within 14 days of delivery, with your order number, a description of the issue, a photo of the full item and clear close-ups of the defect and packaging. Keep the item and packaging until we respond. The 14-day request is for fast handling only and does not shorten statutory guarantee or conformity rights.
Depending on the circumstances and applicable law, the remedy may be a reprint, replacement, repair, price reduction or refund. You will not be charged return shipping for a confirmed product fault or our fulfilment error.
Size, colour and exchanges
Please use the product-specific size guide before ordering. Small differences between screen colours, garment batches and print placement can occur and are not necessarily defects. If you selected the wrong size or colour, an eligible standard item can still be returned under the change-of-mind rules above. Direct exchanges are not guaranteed; the usual process is a return followed by a new order.
Refund timing
Approved refunds are issued to the original payment method. For a valid statutory withdrawal, we process the refund within the period required by applicable law and may withhold it until the returned goods arrive or you provide evidence of return, where permitted. Your bank or payment provider can require additional processing time.
Model withdrawal notice
You may use the following wording, but it is not mandatory: “I hereby give notice that I withdraw from my contract for the following goods: [goods]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].” Send it through our contact form or to shop@artistic-apex.com.
Contact
Artistic Apex
James Fischer
Alfred-Schindlerstrasse 58
6030 Ebikon
Switzerland
shop@artistic-apex.com