Returns

Last updated: September 22, 2026

At Studio Madiba, we strive to ensure that every piece of art and portrait is hung in your living room with equal love, warmth, and care. Should you unexpectedly be dissatisfied with your order, we are happy to help. Read below how we handle returns and refunds.

Right of withdrawal (cooling-off period)

Because we handle our products with care and many of our prints and frames are prepared with the utmost precision (and partly to order), specific conditions apply to returns:

  • Standard posters/prints (without frame): You have the right to cancel and return your order within 14 days of receipt without stating a reason.

  • Custom-made and personalized portraits: Have you had a unique portrait personalized or designed specifically for your family or situation? This falls under custom-made products. Personalized artworks are excluded from the right of withdrawal and cannot be returned, unless there is a manufacturing defect.

Returning frames and combinations (print + frame)

Are you ordering a piece of art with a wooden or black frame?

  • You can return loose frames in standard sizes within 14 days, provided they are undamaged, unused, and in their original packaging.

  • Because framed artworks are fragile during transport, we recommend that you always contact us before returning a frame, so we can provide you with the correct return instructions.

Conditions for a valid return

To be eligible for a refund or exchange, the product must meet the following conditions:

  • The item must be in its original condition and undamaged.

  • Prints must not contain folds, dents, or damage caused by unpacking.

  • If possible, return the product in the original sturdy shipping packaging (such as the shipping tube or flat box) to prevent transport damage.

How do you report a return?

Do you want to return a product (or part of your order)? Then follow these steps:

  1. Within 14 days of receipt, send an email to our customer service team at info@studiomadiba.nl, stating your order number.

  2. Indicate which items you want to return and, if applicable, the reason for the return (this helps us improve our service).

  3. We will send you the return address and further instructions by email.

  4. Please note: The shipping costs for returning an item are at your own expense (unless it is due to our error or transport damage).

Damage upon delivery or errors in the order

Did your package arrive damaged (for example, a dented tube or a broken frame), or did you receive the wrong item? We will, of course, resolve this for you immediately!

  • Report damage to us via email within 48 hours of receipt.

  • Immediately include clear photos of the damage (both of the packaging and the product itself).

  • After approval, we will provide a replacement or a full refund free of charge.

Refunds

As soon as we have received and inspected your return in our warehouse, we will send you a confirmation email.

  • Upon approval, the purchase amount will be refunded within 5 to 10 business days to the same payment method you used to pay (such as iDEAL, credit card, or Bancontact).

  • Any original shipping costs will only be refunded if the entire order is returned (excluding return shipping costs).

Questions?

Do you have questions about our return policy or are you unsure whether your order can be returned? Feel free to contact us via the contact page or send an email to info@studiomadiba.nl.