Refund policy

Returns & Refund Policy

Last updated: October 2026

Viee Studios · vieestudios@hotmail.com

1. Right of withdrawal (change of mind)

If you live in the EU/EEA or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. If your order arrives in several parcels, the 14 days start when you receive the last one.

To withdraw, send us a clear statement by email to vieestudios@hotmail.com saying you wish to cancel your order. Please include your name and order number. Please send your notice before the 14 days have passed.

Customers outside the EU/EEA and the UK: Because items are made to order and international return shipping is costly, we accept returns from these countries only for faulty, damaged, or incorrect items (see Section 6). We do not offer returns for change of mind. Nothing in this policy limits any mandatory consumer rights you may have under the laws of your country.

2. Items that cannot be returned for change of mind

The right of withdrawal does not apply to items made to your individual specifications or clearly personalised, such as custom sizes, colours, or bespoke designs agreed with us before production. Standard items that are simply made to order are not excluded.

This does not affect your rights if an item is faulty, damaged, or not as described (see Section 6).

3. How to return an item

After you notify us of your withdrawal, we will email you a prepaid return shipping label at no cost to you. Please do not send the item back before you have received the label.

Send the item back within 14 days of notifying us, using the label we provide.
The item should be unused and in its original condition and packaging where possible.
Please pack it securely and keep your proof of postage until your refund has been issued.
If you return an item without using our label, we cannot cover the shipping cost or be responsible for it getting lost in transit.

4. Condition of returned items

You are responsible for any reduction in the value of the item caused by handling beyond what is needed to check its nature, characteristics, and function, as you could in a shop. If an item is returned used, damaged, or with parts missing, we may deduct a fair amount from your refund, where permitted by law.

5. Refunds

We will refund you within 14 days of receiving your withdrawal notice. We may wait until we have received the item back, or until you provide proof that you have sent it, whichever is earlier.

Refunds are made to the original payment method, at no cost to you.
We refund the price of the item and, if you withdraw from your entire order, the original standard delivery cost. If you chose a more expensive delivery option than our cheapest standard option, the extra cost is not refunded. If you return only part of an order, delivery costs are not refunded.
Return shipping using our prepaid label is free for you.
For orders shipped outside the EU, import duties and taxes paid to customs authorities are handled by those authorities and are not refunded by us.

6. Faulty, damaged, or incorrect items

If your item arrives damaged, defective, or not as described, please contact us at vieestudios@hotmail.com as soon as possible with:

your order number,
photographs of the item and packaging, and
a short description of the problem.

We will, where appropriate, repair or replace the item, or refund you. We will send you a prepaid return label for faulty or incorrect items at no cost to you. This applies to customers in all countries.

Under Danish law, you have a 2-year statutory right to complain about defects in goods. You should notify us within a reasonable time after discovering the defect. Notifying us within 2 months of discovering it is always considered to be in time. This is separate from the 14-day right of withdrawal.

7. Cancelling before production starts

Because items are made to order, you may cancel before production has begun for a full refund, including delivery costs. Please contact us as soon as possible. Once production has started, we may not be able to cancel an order, unless you are within your 14-day withdrawal period (see Section 1).

8. Late orders

If we cannot dispatch your order within a reasonable time after the estimated 4-6 weeks processing time, we will let you know by email. You may then cancel the order and receive a full refund of everything you have paid, including delivery costs.

9. Your statutory rights

Nothing in this policy limits your rights as a consumer under applicable mandatory law, including Danish consumer law and, where applicable, the consumer protection laws of your country of residence.

10. Complaints

If we cannot resolve a complaint together, Danish consumers may contact the Danish Consumer Complaints Board (Forbrugerklagenævnet) at forbrug.dk. Consumers in other EU countries may contact their national consumer authority.