This policy explains your right to withdraw from an online purchase, how returns and refunds work, your rights if goods are faulty or damaged, important information about product use, and how we handle your personal data. It applies to purchases made through studiotitaneurope.com.

1.1 Who has this right

If you are a consumer (a natural person acting outside your trade, business, craft, or profession) located in the EU or EEA, you have the right to withdraw from your online purchase within 14 days, without giving any reason.

This right applies to eligible consumer purchases only. It does not apply to:

• business or B2B orders, including orders placed against a business quote;
• goods made to your specifications or clearly personalised (custom or special-order items); or
• other categories excluded under applicable law.

Outlet, demo, or ex-display goods that we sell as a trader are covered by this right in the same way as new goods.

If your goods arrive damaged, or are faulty or not as described, separate and additional rights apply — see Section 2 (Faulty, Damaged, or Non-Conforming Goods). You do not need to use the withdrawal process for those situations.

1.2 The 14-day withdrawal period

The withdrawal period ends 14 days after the day on which you, or a person designated by you (other than the carrier), take physical possession of the goods.

If the goods are delivered in more than one shipment or piece, the period ends 14 days after the day on which the last shipment or piece is received.

If the period would end on a non-working day, it is extended to the next working day.

1.3 How to exercise your right

To withdraw, tell us your decision by a clear statement before the withdrawal period ends. You can:

• email us at info@studiotitaneurope.com with your order number, name, contact details, and the item(s) concerned; or
• complete and submit our Withdrawal Request form

You may use the standard model withdrawal form, but you are not required to.

Withdrawal is your right and does not require our approval. We will acknowledge your withdrawal and send you the return address and instructions promptly, so that the time you have to return the goods is not reduced.

1.4 Returning the goods

After you notify us, you must send the goods back without undue delay and in any event within 14 days of the day you told us you were withdrawing. The deadline is met if you dispatch the goods before the 14 days expire.

Do not send goods back before you receive return instructions from us. Our current return location is in Toronto, Ontario, Canada; we will confirm the exact return address when you notify us of your withdrawal.

You may handle and inspect the goods only as much as necessary to establish their nature, characteristics, and functioning — as you would be able to in a shop.

Goods should be returned complete, with all parts, accessories, manuals, documentation, and included items, and in their original packaging and protective materials where possible. They should be packed securely and appropriately for international return transport.

Missing or damaged packaging, missing parts, or handling beyond what is necessary for inspection does not prevent you from withdrawing, but may reduce your refund (see Section 1.6).

1.5 Return shipping costs

You are responsible for the direct cost of returning the goods to our return location in Toronto, Ontario, Canada.

Because our products are typically large, heavy, fragile, and shipped internationally, return transport costs can be substantial. These costs also vary from case to case, depending on the origin, destination, dimensions, weight, carrier, and shipping conditions at the time. For this reason, we do not publish fixed return-shipping prices.

Before you withdraw, you can ask us for an individual return-cost estimate for your item and your location by emailing info@studiotitaneurope.com, and we will provide one so that you can take the cost into account before deciding.

We do not provide prepaid return labels unless required by law or agreed by us in writing.

For large or high-value items in particular, we can arrange insured return transport on your behalf and confirm the cost to you in advance. Where you accept such an arrangement, the agreed return cost may be deducted from your refund.

1.6 Refunds

If you withdraw, we will reimburse all payments we received from you for the order, including the cost of standard (least expensive) delivery that we charged for sending the goods to you.

Where you chose a more expensive delivery option than our standard offering, we are not required to refund the additional (premium) amount.

We will make the reimbursement no later than 14 days after the day we are informed of your decision to withdraw. However, we may withhold the reimbursement until we have received the goods back, or until you have supplied proof that you have sent the goods back, whichever happens first.

We will use the same means of payment you used for the original transaction, unless you expressly agree otherwise, and you will not incur any fees as a result of the reimbursement. Where a refund to the original payment method is not possible, we will agree an alternative method with you.

Diminished value. You are responsible only for any reduced value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Where applicable, we may deduct an amount reflecting that reduced value from your refund, to the extent permitted by law. This may apply where, for example, goods have been assembled or installed, used beyond inspection, returned incomplete or with missing or damaged parts, or returned with missing or damaged packaging that requires repacking or refurbishment before resale.

Import taxes and duties.

• If import VAT and/or customs duties were included in the price you paid to us (a delivered-duty-paid order), your refund will include those amounts.
• If you paid import VAT and/or customs duties directly to the carrier or customs authority on delivery (a delivered-at-place order), those amounts were not paid to us and are not part of our refund. Depending on your country, you may be able to reclaim them from the relevant tax or customs authority, and we will provide reasonable documentation to help you do so.

Separately from, and in addition to, the right of withdrawal, if your goods are faulty, damaged on arrival, not as described, or not fit for the purposes for which goods of that kind are normally used, you have rights under the legal guarantee of conformity. For consumers in the EU/EEA, this guarantee applies for a minimum of two years from delivery (longer in some countries).

Depending on the circumstances and applicable law, you may be entitled to have the goods repaired or replaced and, where appropriate, to a price reduction or a refund.

Where goods are faulty or damaged on arrival, you do not bear the cost of returning them. Please contact us at info@studiotitaneurope.com with your order number and a description of the problem, including photographs where possible. Please report any transit damage as soon as reasonably possible after delivery.

These rights are in addition to any commercial warranty we provide; our warranty does not affect your statutory rights.

We can assist with product selection and provide general product information, specifications, and compatibility guidance. However, unless we expressly agree in writing, you are responsible for determining whether a product is suitable for your specific application, workflow, environment, installation, equipment, or intended use.

Studio Titan Europe products are designed for professional and commercial photography, video, studio production, and digital imaging applications. Unless the product documentation states otherwise, products are intended for indoor use in a suitable, temperature-controlled studio or production environment, and must be used within their published specifications, operating limits, safety instructions, and product manual.

Products should not be modified, overloaded, exposed to conditions beyond their published specifications, or used for applications outside their intended purpose. Any use outside the product manual, published specifications, or intended environment is at your own risk and may affect product performance, safety, warranty coverage, and service eligibility.

For unique applications, special installations, industrial environments, high-risk uses, outdoor or mobile use, unusual loads, modified equipment, or applications with specific technical objectives, you must independently assess suitability before purchase and use. We do not guarantee fitness for a special or unusual purpose unless that purpose has been clearly disclosed to us before purchase and we have expressly confirmed suitability in writing.

Nothing in this section limits or excludes any mandatory consumer rights that apply under applicable law, including the legal guarantee of conformity for eligible consumer purchases.

We collect and use your information as necessary to process orders, arrange payment, provide customer service, ship products, manage returns and withdrawal requests, comply with tax, customs, accounting, and legal obligations, and protect against fraud or misuse of our services.

The information we process may include your name, company name, billing and shipping addresses, email address, phone number, order details, payment status, product information, VAT number (where provided), customs or import information, your communications with us, and information required to complete delivery or comply with applicable law.

For cross-border shipments, your order and shipment information may be shared with carriers, freight forwarders, customs brokers, payment providers, tax and compliance providers, Shopify and related ecommerce service providers, and customs or government authorities, in order to facilitate shipping, customs clearance, import processing, tax compliance, delivery, fraud prevention, and legal compliance.

Cross-border shipments may be inspected by customs authorities. Carriers, freight forwarders, customs brokers, and other logistics providers may communicate order, shipment, product, consignee, importer, VAT, or customs information to customs or other government authorities where required or permitted by law.

Where personal data is transferred outside the European Economic Area, we take steps intended to protect it in accordance with applicable data protection law, which may include using service providers, contractual protections, or other lawful transfer mechanisms.

We keep customer and order information only for as long as reasonably necessary for the purposes described above, including order fulfilment, customer service, and legal, tax, accounting, customs, warranty, dispute, and compliance purposes.

Depending on where you are located, you may have the right to request access to, correction of, deletion of, restriction of, or portability of your personal data, and to object to certain processing or lodge a complaint with a data protection authority. To make a privacy request, contact us at info@studiotitaneurope.com.