Refund and Returns Policy – Tangerine Arts

2. Refunds and Returns Policy

Effective Date: 28 May 2025

Entity: Tangerine Arts (Operated by Mackloom Group.)

Jurisdiction: United Kingdom (shipping and fulfillment from Slovakia)

1. General Statement

This Refunds and Returns Policy governs your rights as a customer of Tangerine Arts. We take pride in producing handmade, hand-cut stickers of high quality. Due to the custom, artisanal nature of our products, and the structure of our operation, returns are highly restricted and evaluated on a case-by-case basis. This policy is provided in full transparency to comply with legal standards and customer rights obligations under UK Consumer Law, GDPR, and general e-commerce best practices.

2. Return Eligibility

Customers are eligible to request a return or refund only under the following conditions:

The item(s) received were damaged upon arrival, or
The item(s) received were substantially incorrect (wrong design, format, or order).

In either case:

You must notify us within 2 calendar days of receiving the product.
If the item was purchased as a gift, this period may extend to 10 calendar days from receipt, provided proof of gifting is offered (order ID and intended recipient’s name).

Requests that fall outside of these timeframes may be denied at our discretion.

3. How to File a Return/Refund Request

To initiate a return, email [email protected] with the following:

Your full name
Order number
A clear description of the issue
Photographic evidence of the issue (mandatory)

Once we have reviewed the request, we will notify you whether your return/refund has been approved or denied.

4. Options If Approved

If your return request is approved, you will be offered one of the following two remedies:

Option A: Physical Return and Replacement

You may return the item to our designated return address. Upon receipt and inspection, we will send a replacement product at no additional cost, excluding return shipping costs, which must be paid by the customer. Replacements are typically shipped within 1–2 business days of receiving the returned item.

Option B: Discounted Reorder Without Return

Alternatively, you may choose to receive a 40% discount off a new order of the same item. In this case, you do not need to return the original item, and no additional inspection or verification is required after your initial proof submission. This is our preferred resolution method due to logistical simplicity.

We reserve the right to deny either option at our discretion in cases of suspected fraud, misuse, excessive claim frequency, or behavior inconsistent with our terms.

5. Non-Returnable Items

Due to hygiene and production costs, the following products are not eligible for return under any circumstances:

Custom-printed or personalized stickers
Stickers that have been used, partially removed from their backing, or exposed to surfaces
Orders reported more than 10 days after delivery without valid explanation

6. Shipping & Tracking

Customers are responsible for all shipping fees associated with returning products unless otherwise stated. We offer two shipping options:

Standard Shipping (€2.60) – No tracking or replacement guarantee
Tracked Shipping (€5.00) – Includes tracking and replacement coverage in case of loss or damage in transit

We highly recommend selecting tracked shipping at checkout to preserve your rights in the event of delivery disputes.

Replacements sent by us will use the same shipping method originally selected by the customer unless otherwise negotiated.

7. Delivery Failures and Customer Responsibility

We are not responsible for:

Orders not received due to incorrect or incomplete addresses
Packages refused, returned, or abandoned by the customer
Packages lost when the customer has chosen untracked delivery

We will, however, review such situations on a case-by-case basis and may offer partial credits or redelivery discounts at our discretion.

8. Digital Products

If Tangerine Arts begins to offer digital products (e.g., downloadable sticker sheets), these are non-refundable once delivered due to their intangible and copyable nature.

9. Chargebacks and Abuse

We reserve the right to permanently block access, cancel accounts, and report suspected fraudulent or abusive behavior (including but not limited to fraudulent refund claims, excessive returns, and PayPal disputes) to relevant payment processors and legal bodies.

Initiating a chargeback without first contacting us to resolve the issue is considered a violation of our policies and will result in immediate blacklisting.

10. Our Discretion Clause

All return and refund requests are ultimately handled at the sole discretion of Tangerine Arts. This includes whether an item qualifies as “damaged” or “incorrect” based on submitted evidence. We are committed to fair and reasonable resolutions but reserve the right to decline any request that we deem outside the bounds of policy or good faith.

11. Policy Changes

Tangerine Arts reserves the right to update or amend this policy at any time without prior notice. The most current version will always be available on our website at https://tangerinearts.xyz.