Política de reembolso

Return & 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).

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)