Shipping & Refund Policy

Made-to-Order Products

Every item at Heva Living is produced on demand specifically for your order. Because production begins immediately upon purchase confirmation, we are unable to accept general returns or exchanges. We stand behind the quality of every item we ship.

Order Cancellation Window

If you need to cancel or make changes to your order, please contact us within 1 hour of purchase at hello@hevauniqueart.com with your order reference number. We will do our best to cancel before production begins. Once production has started, cancellations are no longer possible.

EU/EEA Consumer Right of Withdrawal

Under EU consumer law (Directive 2011/83/EU, Article 16(c)), goods that are made to the consumer's specifications or are clearly personalised are exempt from the standard 14-day right of withdrawal. Because each item is produced on demand specifically for your order, the right of withdrawal does not apply once production has commenced.

By placing an order, you acknowledge that production begins promptly after purchase confirmation and that you consent to the loss of your withdrawal right once production starts. This exemption does not affect your statutory rights regarding defective or non-conforming goods.

Shipping

Your item will be produced and shipped within 5 to 12 business days. Once dispatched, you will receive a shipping confirmation email with tracking information.

Please note that delivery times may vary depending on your location. International orders may be subject to customs duties or import taxes, which are the responsibility of the buyer and are not included in our prices.

Lost or Undelivered Orders

If your order has not arrived within 30 business days of the shipping confirmation date, please contact us. We will investigate with the carrier and, where appropriate, arrange a reprint and reshipment at no additional cost to you.

Our Quality Guarantee

Every item is inspected for quality before shipping. If your order arrives damaged, defective, or significantly different from what was advertised, we will make it right. Contact us within 14 days of delivery with photos of the issue, and we will arrange a free replacement and reshipment at no cost to you.

Eligible issues include:

• Items damaged during transit (creased, torn, water damage)
• Manufacturing defects (misaligned, blurred, colour significantly off from product images)
• Wrong item shipped
• Missing items from your order

Minor variations in colour between your screen and the printed product are inherent to the printing process and do not qualify as a defect.

How to Report an Issue

1. Take clear photos showing the damage or defect
2. Email us at hello@hevauniqueart.com or use our contact form
3. Include your order reference number
4. We will respond within 24 to 48 hours with a resolution

Refund Eligibility

In the rare event that we cannot fulfil a replacement (e.g., the product is permanently unavailable), we will issue a full refund to your original payment method within 14 business days.

Your statutory consumer rights are not affected by this policy. Nothing in this policy limits any rights you may have under the consumer protection laws of your jurisdiction.

Questions?

If you have any questions about your order or this policy, please do not hesitate to reach out to us. We are here to help.