Refund policy
1. 30-Day Return Policy
We want you to be completely satisfied with your INFIART markers. If you are not 100% happy with your purchase, you may request a return within 30 days of receiving your order.
2. Eligibility for Returns
- Items must be unused, unopened, and in their original packaging.
- Due to the nature of consumable art supplies, we cannot accept returns or issue full refunds for marker sets or individual pens that have been opened, used, or tested, unless there is a verified quality defect.
- Items must include all original accessories.
- No restocking fee will be applied to eligible returns.
3. Right of Withdrawal
In accordance with the EU Consumer Rights Directive (2011/83/EU), consumers in the European Economic Area (EEA) have the right to withdraw from this contract within 14 days without giving any reason.
However, this right of withdrawal does not apply to goods that are sealed and not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery. As INFIART markers are consumable art supplies, the right of withdrawal is forfeited once the product's original hygiene seal or packaging has been broken.
4. How to Initiate a Return
Do not send your purchase back to us without contacting us first. Returns sent without authorization will not be processed.
1. Email us at support@infiart.com with your Order Number and the reason for the return.
2. Our support team will review your request and provide you with an RMA (Return Merchandise Authorization) number and the correct return address.
3. Include the RMA number clearly on the outside of your return package.
5. Shipping Costs for Returns
- Quality Issues / Wrong Items: If you received a defective, damaged, or incorrect item, INFIART will cover the return shipping costs and provide a full refund or free replacement.
- Change of Mind / Non-Quality Issues: If you are returning an unopened item simply because you changed your mind, you are responsible for the return shipping costs.
6. Cross-Border Returns
For customers returning items from outside the European Union to our warehouse, you must choose a Prepaid Duties and Taxes (PDDP) shipping service. Packages that arrive at our warehouse with unpaid customs duties will be rejected, and the cost of the return will be deducted from your refund.
7. Refund Processing
Once your returned package arrives at our warehouse, it will take us up to 5-7 business days to inspect the items. Once approved, your refund will be processed to your original method of payment within 3-7 business days.
8. 6-Month Warranty Policy
INFIART stands behind the quality of our products. We offer a 6-month warranty from the date of delivery.
- Covered: Manufacturing defects, material flaws, and functional issues when used under normal conditions (e.g., leaking pens right out of the box, missing ink in brand new pens).
- Not Covered: Normal wear and tear, accidental damage, misuse, or dried-out markers caused by leaving the caps off or long-term non-use.
To claim a warranty, please email support@infiart.com with your order number, a description of the issue, and photos/videos demonstrating the defect.
This 6-Month Warranty is a commercial guarantee provided in addition to, and not in place of, your statutory rights, including the two-year legal guarantee of conformity under EU Directive 2019/771/EU and the 14-day right of withdrawal described in Section 3 of this Policy.
9. Contact Us
If you have any questions about our return, refund, or warranty policy, please visit our Contact Us page or email us at support@infiart.com.