Refund policy

At Artimia, we sell original artworks, sculptures, drawings, books and comics. Due to the nature of these products, we do not offer voluntary returns, exchanges or refunds for change of mind, except where the customer has a statutory right of withdrawal, cancellation, return, refund or any other mandatory right under applicable law.

Nothing in this policy affects any statutory consumer rights that cannot legally be excluded or limited.

Statutory right of withdrawal or cancellation

Where applicable law grants the customer a statutory right to withdraw from or cancel a distance purchase, including for consumers in Spain and the European Union, the customer may withdraw from the purchase without giving any reason within 14 calendar days from the day on which the customer, or a third party designated by the customer other than the carrier, physically receives the product.

To exercise this right, the customer must inform Artimia of their decision by means of a clear and unequivocal statement submitted through our contact form.

The communication must be sent before the applicable 14-day period expires. Customers may use the model withdrawal form provided at the end of this policy, although its use is not mandatory.

Once the withdrawal has been communicated, the customer must return the product to Artimia without undue delay and, in any event, within 14 calendar days from the date on which the customer informed us of their decision to withdraw.

The return address will be provided after we receive the withdrawal notice.

Return costs and arrangements

Where a return is made solely because the customer is exercising a statutory right of withdrawal or cancellation, and there is no defect, damage or error attributable to Artimia, the customer must arrange the return shipment themselves and bear the full direct cost of the return shipment and return packaging.

Artimia does not provide prepaid return labels or arrange return transportation in these circumstances.

Due to the original, fragile and, in many cases, unique nature of the artworks sold by Artimia, we strongly recommend using a reliable shipping service with tracking and insurance or other appropriate coverage for the value of the artwork.

The customer must package the product appropriately and securely for transportation. Whenever possible, we recommend reusing the original protective packaging.

Where permitted by applicable law, the customer may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish the nature, characteristics and condition of the product.

Refunds following withdrawal or cancellation

Where a statutory right of withdrawal or cancellation applies and has been validly exercised, Artimia will refund all payments that are legally required to be refunded, including the cost of the least expensive standard delivery method offered for the original order.

If the customer expressly selected a delivery method that was more expensive than the least expensive standard delivery option available, Artimia will not be required to refund the additional cost of that upgraded delivery method where applicable law permits this.

The refund will normally be made using the same payment method used for the original transaction, unless otherwise expressly agreed and where permitted by applicable law.

Where permitted by applicable law, Artimia may withhold the refund until the returned product has been received or until the customer provides sufficient evidence that the product has been sent back, whichever occurs first.

Return shipping and packaging costs paid by the customer will not be reimbursed where the return results solely from a change of mind or the exercise of a statutory withdrawal right for a product that is not defective, damaged, incorrect or otherwise non-conforming.

Custom-made and personalised products

The statutory right of withdrawal or cancellation does not apply to goods made to the customer's specifications or clearly personalised, where this exception is provided for under applicable law.

This includes, among other things:

sculptures commissioned and created according to the customer's individual instructions or specifications;
sculptures for which the customer has specifically selected or requested dimensions, colours, finishes, materials, inscriptions, composition or other individual characteristics;
existing artworks that have been expressly modified, adapted or personalised at the customer's request;
books, comics or other products containing a personalised dedication, inscription or other customisation expressly requested by the customer;
any other product manufactured or modified specifically according to the customer's individual choices or specifications.

In these circumstances, returns or cancellations due to a change of mind will not be accepted once the order has been placed, except where the product is defective, does not conform to what was agreed, or the customer has any other mandatory right under applicable law.

The fact that an artwork is original, unique, numbered, part of a limited edition or part of a limited series does not, by itself, mean that the product is personalised.

For consumers in the European Union, goods made to the consumer's specifications or clearly personalised are expressly excluded from the statutory 14-day withdrawal right.

Products damaged in transit

Customers are asked to inspect their order as soon as reasonably possible after delivery.

If a product arrives damaged, we recommend contacting Artimia as soon as possible, preferably within 48 hours of delivery, to help us manage any claim with the shipping carrier.

Whenever possible, the customer should retain the original packaging and provide clear photographs showing:

the outer packaging;
the internal protective packaging;
any visible damage to the package;
the damaged product.

This request for prompt notification is intended solely to help Artimia handle claims with shipping carriers and does not limit the customer's statutory rights or create a deadline after which those rights are lost.

Where there is damage, a defect or a lack of conformity for which Artimia is legally responsible, Artimia will bear any costs that it is legally required to bear in order to provide the appropriate remedy.

Customers should not independently return a damaged or defective product before contacting Artimia. We will provide instructions on the appropriate procedure for resolving the issue.

Incorrect, defective or non-conforming products

If the customer receives a product other than the one ordered, or if the product is defective or otherwise fails to conform to the contract under applicable consumer law, the customer should contact Artimia through this contact form.

We may request information reasonably necessary to assess the issue, including photographs where appropriate.

Where a product is defective or non-conforming, the rights and remedies provided by applicable consumer protection law will apply. Depending on the circumstances and applicable law, these may include repair, replacement where possible, a price reduction, cancellation of the contract or a refund.

For goods sold to consumers who are subject to Spanish consumer law, Artimia is responsible for lack of conformity existing at the time of delivery and becoming apparent within the applicable statutory period, currently three years from delivery for new goods.

For customers in other jurisdictions, the mandatory statutory period and remedies provided by the applicable law will apply.

Nothing in this policy excludes or limits any consumer guarantee, warranty or remedy that cannot legally be excluded or limited.

Returns where no statutory right of withdrawal applies

Artimia does not offer a voluntary change-of-mind return or exchange policy.

Therefore, where the customer does not have a mandatory right of withdrawal, cancellation or return under applicable law, a return will not be accepted simply because the customer:

has changed their mind;
no longer wants the artwork or product;
would prefer another artwork or product;
is not satisfied with the size, colour or appearance after receiving it, provided that the product materially corresponds to the description, photographs and information provided before purchase;
has found another product they prefer;
has found the same or a similar product at a different price.

This applies, among other jurisdictions, to customers in countries where online purchases do not carry a general mandatory change-of-mind or cooling-off right, subject always to any mandatory federal, national, state, provincial, regional or local consumer protection law that may apply to the particular transaction.

The above does not limit any rights the customer may have where a product is defective, damaged, incorrect, misdescribed or otherwise non-conforming.