Refund Policy

Last Updated: November 2025

Thank you for shopping with Floral Art Studio by Grace. Every piece is handmade with care, and we take pride in delivering products that meet the highest standards of quality and craftsmanship.

This Refund & Return Policy outlines your rights and obligations under EU Directive 2011/83/EU and Greek Law 2251/1994, particularly Articles 3e–3ia, 4, 5, and 9, which govern consumer protection and withdrawal rights for distance sales.

1. Eligibility for Returns

You may request a return or refund under the following conditions:

• The product is defective or damaged upon delivery.

• The item is not as described on the website.

• You exercise your right of withdrawal within 14 days of delivery (for eligible, non-customized products).

All returned items must be in their original condition and packaging, unused and undamaged.

2. Non-Returnable Items

Due to the personalized and handcrafted nature of our work, certain products are exempt from returns or refunds in accordance with Article 3ιβ (3ib) of Law 2251/1994, including:

• Custom or made-to-order floral arrangements

• Event floral designs and consultations

• Pre-order or personalized decorative items

Once production has begun, such orders cannot be cancelled or refunded.

3. Refund Process

If your return request is approved, we will issue a refund using your original payment method (via Stripe or equivalent).
Refunds are processed within 14 calendar days of receiving the returned product or of confirming the issue (for damaged or defective items), as required by Article 5(10) of Law 2251/1994.

Shipping and handling fees are non-refundable, except in cases where we are responsible for the error or defect.

4. Damaged or Incorrect Items

If your item arrives damaged or incorrect, please notify us within 48 hours of delivery with clear photographs of the packaging and product at floralartstudio@mgracea.com.
We will assess the case and, if applicable, offer a replacement, store credit, or refund.

5. Return Procedure

To request a return, please email floralartstudio@mgracea.com with the following:

• Order number

• Description of issue

• Photographs (if applicable)

We will provide you with return instructions and the correct return address. Customers are responsible for return shipping costs unless the product was defective or damaged upon arrival.

6. Late or Missing Refunds

If you have not received your refund after 14 days, please check your payment account again, then contact your bank or card provider.
If the issue persists, contact us at floralartstudio@mgracea.com and we will assist you immediately.

7. Contact Information

For refund, replacement, or return inquiries, please contact:
📧 info@studiofloralart.com
📍 Athens, Greece