Refund policy

OYDA – RETURN, REFUND & WITHDRAWAL POLICY

Last updated: July 2026

Thank you for shopping at OYDA, the online store operated by SAV GmbH.

We want you to be satisfied with your purchase. This policy explains the rules concerning:

· Withdrawal from online purchases

· Product returns

· Refunds

· Damaged, defective, or incorrect products

· Personalised and customised products

· Print-on-demand products

· Fine-art prints

· Order cancellations

· Lost or undeliverable packages

This policy forms part of the OYDA General Terms and Conditions.

Mandatory statutory consumer rights always remain unaffected.

1. Seller and Contact Information

The seller and contractual partner is:

SAV GmbH
Operating under the brand OYDA
Capistrangasse 5/2/62
1060 Vienna
Austria

Email: office@oyda.store
Website: www.oyda.store

2. Consumer Right of Withdrawal

Consumers who purchase products online generally have the right to withdraw from the purchase contract within fourteen days without providing a reason.

For goods, the withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the shipping carrier, receives the goods.

Where several products from the same order are delivered separately, the withdrawal period generally begins on the day on which the final product is received.

To meet the withdrawal deadline, it is sufficient to send the withdrawal notice before the fourteen-day period expires.

The right of withdrawal does not apply to business customers unless otherwise expressly agreed.

3. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, send us a clear statement explaining that you wish to withdraw from the purchase contract.

You may contact us by email or post:

SAV GmbH / OYDA
Capistrangasse 5/2/62
1060 Vienna
Austria

Email: office@oyda.store

Please include, where possible:

· Your name

· Your order number

· The product or products concerned

· The date on which the order was received

· Your contact details

You may use the model withdrawal form at the end of this policy, but using the form is not mandatory.

A withdrawal does not require our prior approval. We nevertheless recommend contacting us before returning a product so that we can provide the correct return address and instructions.

Because OYDA works with different production and fulfillment facilities, the return address may differ from the address shown on the original parcel.

Do not return products directly to a fulfillment partner, manufacturer, or printing laboratory unless OYDA has expressly instructed you to do so.

4. Returning Products After Withdrawal

After notifying us of your withdrawal, you must return the relevant products without undue delay and no later than fourteen days after sending the withdrawal notice.

The deadline is met if the products are dispatched before the fourteen-day return period expires.

Unless we expressly agree to pay the return costs, the customer bears the direct cost of returning products following a change-of-mind withdrawal.

We strongly recommend using a traceable shipping method and retaining the shipping receipt until the refund has been completed.

The customer is responsible for adequately packaging returned products to prevent avoidable transport damage.

If we do not provide another return address within a reasonable period after receiving the withdrawal notice, the products may be returned to the registered address of SAV GmbH stated above.

5. Condition of Returned Products

Consumers may examine products to establish their nature, characteristics, fit, appearance, and functioning in the same way that would reasonably be possible in a physical store.

The customer may be responsible for a reduction in value caused by handling beyond what is reasonably necessary for such an examination.

This may apply where a product has been:

· Worn for longer than reasonably necessary to check the fit

· Used

· Washed

· Stained

· Damaged

· Altered

· Cut

· Bleached

· Printed on

· Framed or mounted by the customer

· Exposed to smoke, perfume, pet hair, or other contamination

· Returned without essential components or packaging where this reduces its value

The fact that original packaging has been opened does not by itself remove the right of withdrawal.

Depending on the extent of the loss in value, the refund may be reduced accordingly.

6. Refunds Following Withdrawal

If a consumer validly withdraws from a purchase, we will refund the payments received for the affected products.

Where legally required, the refund also includes the cost of the least expensive standard delivery method offered for the order.

Additional costs resulting from the customer choosing an express, premium, or more expensive shipping method are not refundable beyond the cost of the least expensive standard delivery option.

Refunds are generally made using the same payment method used for the original transaction unless another method has been expressly agreed and does not result in additional costs for the customer.

We may withhold the refund until:

· We have received the returned products; or

· The customer has provided evidence that the products have been dispatched,

whichever occurs first.

After a refund has been issued, the bank, card provider, PayPal, Klarna, or another payment provider may require additional processing time before the amount appears in the customer’s account.

7. Print-on-Demand and Made-to-Order Products

Many OYDA products are manufactured only after an order has been placed.

This may include:

· T-shirts and other apparel

· Posters

· Art prints

· Fine-art prints

· Accessories

· Design products

· Other print-on-demand products

A standard product is not considered personalised merely because it is produced after the order has been placed.

Standard products produced in the sizes, colours, formats, and designs generally offered through the OYDA store remain subject to the statutory right of withdrawal where applicable.

Examples may include:

· A standard T-shirt printed after ordering

· A poster selected from the available standard formats

· A standard open-edition art print

· A fine-art print selected from the generally offered sizes

· A standard product carrying a design available to all customers

8. Personalised and Custom-Made Products

The right of withdrawal may be excluded for products that are:

· Manufactured according to the customer’s individual specifications;

· Clearly personalised;

· Individually adapted to the customer’s personal requirements; or

· Produced in a configuration that is not part of the standard OYDA product range.

Examples may include:

· Products containing an individual name or personal message

· Custom photographic prints using customer-supplied files

· Individually commissioned artworks

· Non-standard sizes produced specifically at the customer’s request

· Individual colour or material combinations not generally offered

· Custom framing selected or specified individually

· Products carrying a customer’s business name, logo, or artwork

· One-off products created following individual consultation

Where the right of withdrawal does not apply, this will be indicated on the relevant product page or during the order process where required.

The exclusion of the withdrawal right does not remove statutory rights concerning defective, damaged, or incorrectly supplied products.

9. Fine-Art Prints

Standard fine-art prints selected from the sizes, materials, editions, and configurations generally offered through OYDA are not automatically excluded from withdrawal merely because they are printed after the order is placed.

Fine-art prints may be excluded from withdrawal where they have been individually customised, personalised, or produced according to specifications supplied by the customer.

Minor variations may occur due to:

· Paper texture

· Surface structure

· Printing process

· Ink absorption

· Colour calibration

· Monitor settings

· Hand finishing

· Material characteristics

· Technically unavoidable production tolerances

Such minor and customary variations do not constitute a defect where the product materially corresponds to its description, agreed characteristics, and displayed artwork.

A materially incorrect colour, damaged surface, printing defect, incorrect image, incorrect format, or other production error may constitute a defect and will be handled under Section 10.

10. Damaged, Defective, Misprinted, or Incorrect Products

Please contact us promptly if a product:

· Arrives damaged

· Contains a manufacturing defect

· Is materially misprinted

· Is incorrectly produced

· Is different from the product ordered

· Has been supplied in the wrong size, design, or format due to our error

· Is incomplete

· Does not have the agreed characteristics

Contact:

office@oyda.store

Please provide, where reasonably possible:

· Your order number

· A description of the problem

· A photograph of the complete product

· Close-up photographs showing the defect or damage

· Photographs of the packaging

· A photograph of the shipping label

We recommend reporting visible damage or production errors within fourteen days after delivery so that we can investigate the matter quickly with the relevant fulfillment partner or shipping carrier.

The fourteen-day reporting request is not a contractual limitation of mandatory statutory warranty rights.

Depending on the circumstances and statutory requirements, the available solution may include:

· Repair

· Replacement

· Reproduction of the product

· Price reduction

· Refund

· Termination of the affected purchase contract

OYDA bears the reasonable return or collection costs for products that must be returned because they are defective, damaged upon arrival, or incorrectly supplied, where required by law.

Customers should not dispose of a damaged or defective product before receiving instructions from OYDA, as photographs, return, or inspection may be required.

11. Difference Between Withdrawal and Warranty

A withdrawal is a consumer’s decision to cancel an eligible online purchase without giving a reason.

A warranty claim concerns a product that was defective, damaged, incorrect, or otherwise not in conformity with the purchase contract.

These rights are separate.

Examples:

· Choosing the wrong standard size may be handled through the right of withdrawal, where applicable.

· Receiving a size different from the size ordered is an incorrect delivery and may be a warranty matter.

· Disliking a standard colour is generally a change-of-mind matter.

· Receiving a colour materially different from the agreed product may constitute a defect.

· Changing your mind about an eligible standard print may be handled through withdrawal.

· Receiving a damaged or incorrectly printed artwork may be handled as a warranty claim.

12. Customer Modifications and DIY Customisation

OYDA may provide optional styling ideas, videos, tutorials, cutting techniques, or examples showing how customers can modify products.

Any customer modification is carried out at the customer’s own discretion and risk.

This includes:

· Cutting

· Sewing

· Cropping

· Bleaching

· Dyeing

· Printing

· Painting

· Gluing

· Distressing

· Adding accessories

· Changing the fit

· Reframing

· Mounting

· Other physical alterations

OYDA is not responsible for damage caused by an incorrectly performed customer modification, inappropriate tools, unsuitable materials, or failure to follow safety and care instructions.

A modification may result in a substantial or complete loss of product value. This may reduce or eliminate the refundable amount following a withdrawal.

A customer modification does not remove statutory warranty rights concerning a defect that:

· Already existed when the product was delivered; and

· Was not caused or worsened by the customer’s modification.

Where it is no longer possible to determine whether the problem was caused by the original product or the subsequent modification, further information or inspection may be required.

13. Worn, Washed, or Used Products

Wearing a garment briefly to check its size and fit does not automatically remove the right of withdrawal.

However, products showing use beyond a reasonable examination may have suffered a reduction in value.

This may include products that have been:

· Worn for an extended period

· Washed

· Soiled

· Damaged

· Altered

· Used commercially or for a production

· Returned with strong odours

· Returned in an unhygienic condition

A refund may be reduced to reflect the actual loss in value.

This does not affect warranty claims relating to defects that existed at the time of delivery.

14. Exchanges

OYDA does not operate a direct automatic exchange system unless expressly offered for a particular product.

For an eligible standard product, the customer may:

1. Withdraw from and return the original purchase; and

2. Place a new order for the preferred size, colour, design, or format.

The new order is a separate transaction and is subject to availability and the prices applicable at the time it is placed.

For products that are defective or incorrectly supplied, a replacement may be provided as part of the statutory warranty process.

15. Order Cancellations Before Dispatch

Because production may begin shortly after an order is accepted, we cannot guarantee that an operational cancellation request can be processed before production or shipping begins.

For standard products, the beginning of production does not by itself remove a consumer’s statutory right of withdrawal.

Where a standard product has already entered production or been dispatched, the customer may need to receive and return it in accordance with the withdrawal procedure.

Personalised or individually customised products may not be cancellable once production has started because the statutory right of withdrawal may not apply.

If we successfully cancel an order before production or shipping, any payment collected for the cancelled products will be refunded.

16. Lost or Delayed Packages

Please contact us if a package has not arrived within the expected delivery period.

We will investigate the shipment with the relevant:

· Shipping carrier

· Fulfillment partner

· Printing laboratory

· Manufacturer

· Postal service

For consumer purchases, mandatory rules concerning delivery and the transfer of transport risk remain unaffected.

Depending on the circumstances, the solution may include:

· Continued delivery investigation

· Replacement

· Reproduction

· Refund

· Another solution agreed with the customer

Carrier delays, customs processing, and exceptional transport disruptions do not automatically create an immediate right to a refund, but they also do not remove statutory rights concerning delayed or failed delivery.

17. Packages Marked as Delivered but Missing

A carrier’s “delivered” tracking status does not automatically resolve every missing-package claim.

If tracking shows that a package was delivered but it cannot be located, please:

· Check the delivery address

· Check safe-drop locations

· Ask household members

· Ask neighbours

· Contact building reception or management

· Contact the local delivery office

· Contact OYDA

We will review the available tracking, delivery confirmation, address information, and other relevant circumstances.

Depending on the case, the customer may be asked to provide a written statement or cooperate with a carrier investigation.

Refunds or replacements will be determined according to the circumstances and applicable statutory rights.

18. Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please check:

· Recipient name

· Street

· House number

· Apartment or unit number

· Postal code

· City

· Country

· Telephone number, where required

· Any necessary access information

We cannot guarantee that an address can be changed after production or shipping has begun.

Where a delivery fails because of incorrect or incomplete information supplied by the customer, the customer may be responsible for reasonable additional costs, including:

· Return shipping

· Address correction

· Repackaging

· Reproduction

· Reshipping

If a standard product is returned to us as undeliverable, we will assess whether it can be refunded or reshipped.

For personalised or customised products that cannot reasonably be resold, the production cost may not be refundable where the delivery failure was caused by incorrect information provided by the customer.

Mandatory statutory rights remain unaffected.

19. Refused and Uncollected Packages

If a customer refuses delivery or fails to collect a package, the package may be returned to the sender or fulfillment facility.

Refusing or failing to collect a package does not necessarily constitute a valid withdrawal notice.

A consumer who wishes to withdraw should also send a clear withdrawal statement to:

office@oyda.store

The customer may be responsible for reasonable costs caused by an unjustified refusal or failure to collect the package, subject to mandatory law.

20. Customers Outside the European Union

Consumer rights vary by country.

The statutory withdrawal provisions in this policy apply where the customer is entitled to those rights under the applicable law, particularly for consumers protected by European Union or Austrian consumer law.

For customers outside the European Union, change-of-mind returns may be accepted where:

· Required by the mandatory law applicable to the customer; or

· Expressly approved by OYDA in writing.

Nothing in this policy excludes mandatory consumer rights available under the law applicable to the customer.

Customs duties, import taxes, brokerage fees, and similar charges paid directly to authorities or third parties may not be refundable by OYDA.

21. Business Customers

Business customers do not have the statutory consumer right of withdrawal.

Returns by business customers are accepted only where:

· The product is defective;

· The product was incorrectly supplied;

· A return right was expressly agreed; or

· Return is required by applicable law.

Business customers must comply with any applicable inspection and notification obligations.

22. Refund Processing

Approved refunds are issued through the payment system used for the original purchase unless another refund method is expressly agreed.

Once processed by OYDA, the time required for the refund to appear depends on the relevant:

· Bank

· Credit card provider

· PayPal account

· Klarna account

· Shopify payment provider

· Other payment service

OYDA does not control the internal processing times of banks and payment providers.

23. Contact

For withdrawal notices, returns, refunds, damaged products, or order problems, contact:

SAV GmbH / OYDA
Capistrangasse 5/2/62
1060 Vienna
Austria

Email: office@oyda.store
Website: www.oyda.store

We normally respond within one to three business days.

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract.

To:

SAV GmbH / OYDA
Capistrangasse 5/2/62
1060 Vienna
Austria
Email: office@oyda.store

I/We hereby give notice that I/we withdraw from the contract concluded by me/us for the purchase of the following goods:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date:

Delete as appropriate.

Cart

Almost Iconic

Dolce Banana

esqusmi

Woomondo