Refund Policy

At Serena Lana, every handmade portrait is created especially for you. Because each piece is personalized, we generally cannot accept returns or refunds once production has begun.

Custom Handmade Portraits

If you change your mind, you may request a cancellation and receive a full refund within 48 hours of placing your order, provided that work on your portrait has not yet started.

After this 48-hour period, or once production has begun, cancellations, refunds, and returns are no longer possible due to the personalized nature of the product.

Digital Products

Due to the immediate delivery of digital products, including PDF patterns, guides, templates, and other downloadable content, all digital product sales are final.

By purchasing and accessing a digital product, you expressly consent to its immediate delivery and acknowledge that your statutory right of withdrawal is waived, in accordance with applicable European consumer protection legislation.

Right of Withdrawal (European Union)

Under EU consumer law, customers generally have the right to withdraw from online purchases within 14 days without giving any reason.

However, this right does not apply to:

custom-made or clearly personalized products;
digital content supplied immediately after purchase once you have consented to its delivery and acknowledged that you lose your right of withdrawal.

If your purchase qualifies for the statutory right of withdrawal, you may exercise this right by completing the EU Model Withdrawal Form, available here:

Withdrawal Form

Damaged or Incorrect Orders

If your order arrives damaged, defective, or if you receive the wrong item, please contact us within 7 days of delivery at a.serenalana@gmail.com. Please include your order number and photographs of the issue so we can find the best solution as quickly as possible.

Questions

If you have any questions about your order or this Refund Policy, please don't hesitate to contact us at a.serenalana@gmail.com. We're always happy to help.