Cancellations & Returns

No right of withdrawal for personalized portraits

For goods that are not prefabricated and for the production of which an individual choice or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer, there is no statutory right of withdrawal according to § 312g para. 2 no. 1 BGB.

This particularly applies to individually created portrait drawings, hand-painted portraits, oil paintings, family portraits, pet portraits, memorial portraits, and other personalized artworks that are created based on customer photos, customer requests, or personal specifications.

Why does this exception apply?

A personalized portrait is created specifically for a particular person, a specific photo, and personal wishes. It is not a stock product and therefore cannot be returned or resold like a standard item.

Sketchus creates such portraits by hand, by real artists. It is not an AI image, no automatic filter, and no ordinary digital print.

Please check your details carefully

Please check the following before completing your order:

• the uploaded photo
• the desired number of people
• style, format and size
• special requests or notes
• the delivery address

30-day right of withdrawal for non-personalized products

If Sketchus offers non-personalized, prefabricated products, we grant consumers a 30-day right of withdrawal. This only applies to products that have not been individually made based on customer photos, customer requests or personal specifications.

The cancellation period is 30 days from the day on which you or a third party designated by you, who is not the carrier, took possession of the goods.

To exercise your right of withdrawal for a non-personalized product, you must inform us of your decision by means of a clear statement by e-mail or post.

Consequences of withdrawal for non-personalized products

If you withdraw from the contract for a non-personalized product, we will refund all payments we have received from you, including standard delivery costs, immediately and no later than 14 days from the day on which we received notification of your withdrawal.

For the repayment, we will use the same means of payment that you used for the original transaction, unless otherwise agreed.

We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods.

If there is a problem with your order

Even if there is no statutory right of withdrawal for personalized portraits, your satisfaction is important to us. If something is wrong with your order or if you have questions about your portrait, please contact us directly.

We examine each case personally and strive for a fair solution.

Sample cancellation form

This form only applies to products for which there is a right of withdrawal. For personalized portraits and individually manufactured artworks, the right of withdrawal is excluded.

Electronic cancellation function from June 19, 2026

From June 19, 2026, new requirements for an electronic cancellation function for contracts concluded online will apply. If a product has a right of withdrawal, the withdrawal can then also be declared via the electronic function provided for this purpose.

For personalized portraits that are individually made according to customer photos or customer requests, the statutory exclusion of the right of withdrawal according to § 312g para. 2 no. 1 BGB remains.

Contact

Sketchus.de
Email: support@sketchus.de
Phone: +49 176 46754444
WhatsApp: +49 176 46754444