Last updated: 12 August 2026

This policy explains what happens if something is wrong with your order. It forms part of our Terms and Conditions and should be read together with section 8 and section 9 of that document.

Everything is printed to order

AuraDynArt does not keep a warehouse of finished posters. Every print is produced individually after your order is placed, in the size and on the paper you chose, at the Gelato print facility closest to your delivery address.

This has one consequence you should know about before you buy: because each item is made specifically for you, we are unable to accept returns simply because you changed your mind, or because you decided afterwards that a different size would have suited the room better. This follows Article 16(c) of EU Directive 2011/83/EU on consumer rights, which excludes made-to-order goods from the standard 14-day right of withdrawal.

Please take a moment to check the size and the preview before checking out. If you are unsure which size fits your wall, email us first — we would much rather help you choose than disappoint you afterwards.

What we always put right

The exclusion above does not limit your rights when something is genuinely wrong. In all of the following cases you are fully covered, at no cost to you:

• The print arrived damaged — creased, torn, dented or bent in transit.
• The print has a production defect — banding, streaking, smudging, misalignment or a visible printing error.
• You received the wrong item — a different artwork, a different size or a different paper than you ordered.
• The parcel was lost in transit or never delivered.
• The colour deviates significantly from the artwork shown, beyond the normal variation described below.

What is not covered

• A change of mind, or ordering a size you later decided was wrong.
• Minor differences in colour shade caused by your screen calibration or by the nature of the printing process, and a dimensional tolerance of up to 2 mm. These are described in section 4.3 of our Terms.
• Frames, mounts and decorative items shown in room mock-up images — these are illustrative and are never included in the price.
• A parcel that could not be delivered because the address you supplied was incorrect or incomplete. We can reship once the cost of the second shipment is covered.

How to make a claim

Email auradynart@gmail.com within 14 days of receiving your parcel and include:

• your order number;
• a short description of the problem;
• photographs of the print showing the issue;
• a photograph of the outer packaging, if the parcel was damaged.

Please do not send anything back before you contact us. In almost every case photographs are all we need. Returning a print at your own initiative is unnecessary, slows the process down, and the postage may not be recoverable.

Keep the packaging until your claim has been resolved, in case the carrier needs to inspect it.

How we resolve it

We review every claim within 14 days of receiving it and let you know the outcome by email. Where the claim is justified, you choose between:

• a free reprint, produced and shipped again at our cost; or
• a full refund of the purchase price together with the original delivery charge.

Refunds are issued to the original payment method. Once approved, the refund is sent within 14 days; how quickly it appears on your statement then depends on your bank or card issuer, which is usually a further few working days.

Parcels that have not arrived

Delivery normally takes 2–5 business days of production plus 3–8 business days in transit. If your parcel has not arrived within 20 business days of dispatch, contact us and we will open an enquiry with the carrier. If the parcel cannot be found, we reprint and reship it at our cost, or refund you in full.

Cancelling an order

Because production starts as soon as payment is received, an order can only be cancelled if it has not yet entered production. If you need to cancel or correct a detail, email us immediately after ordering and we will do everything we can. Once the print is in production it can no longer be stopped.

Unrecognised charges

On your bank or card statement our charge may appear as ALETORT JAROSAW DYNIEW, which is the registered billing name of the business behind AuraDynArt. If you do not recognise a charge, please email us before filing a dispute with your bank — we will identify the transaction for you straight away, and it is far quicker than a formal chargeback.

Contact

Cukiernia AleTort Jarosław Dyniewicz, ul. Dwernickiego 22/U2, 04-391 Warsaw, Poland. NIP 8211056131. Email: auradynart@gmail.com.

This policy does not affect your statutory rights as a consumer.