Refund policy

Return and Refund Policy — ArtandShadow

Thank you for supporting our art. Because our sculptures are handmade and often unique or limited edition pieces, we have established the following policy to ensure a fair and transparent process for both the artist and the collector.


1. Right of Withdrawal (EU & International Customers)

In accordance with EU Directive 2011/83/EU, customers residing in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing any reason.

  • Cooling-off Period: You have exactly 14 days from the date of delivery to notify us and return the item.

  • International Extension: ArtandShadow extends this 14-day return window to our international customers (including those in the United Arab Emirates).

2. How to Exercise Your Right to Return

To start a return, you must notify us of your decision through a clear written statement:

  • Email: artandshadow@gmail.com

  • Condition Requirement: To be eligible for a return, the artwork must be in the same condition in which you received it, unused, and in its original professional packaging.

3. Return Shipping Costs

  • Customer Responsibility: The buyer is responsible for the cost of return shipping.

  • Recommendation: Given the fragile nature of these artworks, we strongly recommend using a trackable and insured shipping service. We cannot guarantee a refund if the item is lost or damaged during the return transit.

  • Customs & Duties: For non-EU returns, original import duties and taxes are non-refundable.

4. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Custom-made or Commissioned Artworks: Pieces created specifically to your requirements or personalized items.

  • Sale Items: Items purchased during a final sale or with a gift card.

  • Used or Damaged Items: Any item not in its original condition or damaged by the customer.

5. Damages and Issues (The 48-Hour Rule)

Since these are fragile artworks, we require immediate notification to handle transport issues.

  • Reporting: If the artwork arrives damaged, you must contact us at artandshadow@gmail.com within 48 hours of delivery.

  • Carrier Complaint: Damage caused during transit is the responsibility of the shipping company. In such events, we will file a formal complaint with the carrier. We will work closely with you to find a solution (repair, replacement, or refund) based on the outcome of the investigation and the insurance claim.

  • Required Documentation: You must provide clear photos of the damaged item, the internal cushioning, and the external box (including the shipping label).

6. Refunds

We will notify you once we have received and inspected your returned item.

  • Timeline: Provided that the return follows our policy and the item arrives in its original condition, we will process your refund within 7 business days of receiving the return.

  • Method: Refunds will be issued to your original payment method, including the cost of the item and standard delivery charges (where applicable).

     

    7. EU Right of Withdrawal

    If you are based in the European Union, you have the right to withdraw from your order within 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. You do not need to provide a reason for your withdrawal.

    To exercise your right of withdrawal, you can:

    • Log in to your customer account on our store to submit a return or cancellation request, or

    • Use the "Withdraw order form" link in the footer of our website — no login required.

    Alternatively, you may inform us of your decision to withdraw by sending an explicit statement to our studio at: Ori Storiale Saitta Francesca, calle Retiro, 16, 18102, Vegas del Genil, Granada, Spain

     

    Upon receipt and inspection of the returned artwork, which must be undamaged and showing no signs of use or display beyond what is necessary to establish its nature and characteristics, we will refund the full amount paid, including any original standard shipping costs charged at the time of your order, within 7 business days.

    Important Shipping Terms: Returns must be shipped with a trackable service. Because sculptures and artworks are fragile, the customer is fully responsible for the artwork until it safely arrives back at our studio. We are not responsible for items damaged or lost in transit, and in such cases, a refund cannot be issued. For your own peace of mind, you may opt for an insured shipping service; however, this remains an entirely personal decision. Under EU law, the customer is liable for any diminished value of the artwork resulting from improper handling or insufficient return packaging, so we highly recommend reusing the original protective packaging to prevent damage. Return shipping costs are at the customer's expense.

    Exemptions:

    • Custom & Personalised Products (Bespoke): Artwork made to your specific requirements, custom dimensions, or commissioned projects (including all items from our Custom Bespoke Wall Art collection) are completely exempt from the EU right of withdrawal. These orders are final and cannot be cancelled, returned, or refunded once the order has been placed.

    • Gift Cards: We cannot accept returns or provide refunds on digital or physical gift cards.

     

Contact Information

For any questions regarding returns or refunds, please contact us: 📧 Email: artandshadow@gmail.com  Legal Representative: Francesca Ori Storiale Saitta Address: Calle Retiro, 16, 18102 Vegas del Genil, Granada (Spain)