Refund policy
RETURN POLICY
- RIGHT OF WITHDRAWAL (CONSUMERS)
If you are an EU consumer, you have the right to withdraw from your purchase within 14 calendar days after you (or a third party you designate, other than the carrier) receive the item, without giving any reason. If your order contains several items delivered separately, the period starts when you receive the last one.
To withdraw, you can:
- use the withdrawal function available on our website;
- send the model withdrawal form (available in our Terms of Service) by email to lanatafanel@gmail.com; or
- send any other clear statement of your decision to withdraw by email to lanatafanel@gmail.com.
We will acknowledge receipt of your withdrawal by email, stating the date and content of your notice. You meet the deadline if you send your notice before the 14-day period expires.
- HOW TO RETURN YOUR ITEM
After you notify us of your withdrawal, we will send you the return address and packing instructions. You must send the item back without undue delay and no later than 14 days after notifying us of your withdrawal.
Because artworks are fragile, please:
- return the item in its original condition, in adequate protective packaging, and with appropriate insurance;
- keep the transparent protective wrapping around the artwork intact;
- contact us before shipping so that we can give you packing advice.
You may open the shipping tube/box and handle the item as you would in a shop to establish its nature, characteristics and condition. Our artworks are supplied in a fully transparent protective blister that allows you to inspect the artwork without opening it. We therefore ask you not to open or remove the blister if you may wish to withdraw. If the blister is opened and the item can no longer be resold as new, we may deduct from the refund the actual loss in value of the item resulting from handling beyond what is necessary to establish its nature, characteristics and condition. We will not refuse your withdrawal for this reason.
Return shipping costs: you bear the direct cost of returning the item. We recommend a tracked and insured service, as you remain responsible for the item until it reaches us.
- REFUNDS
We will refund all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the item back.
The refund is made to the payment method you used for the order, at no cost to you. If you chose a delivery method more expensive than the standard one we offer, we are not required to refund the additional cost.
Please note that your bank or card provider may need some additional time to process and display the refund.
- EXCEPTIONS
The right of withdrawal does not apply to goods made to your specifications or clearly personalised, such as commissioned works (obras por encargo). We will tell you before you order if an item falls under this exception.
- DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order on arrival. If the item arrives damaged, is defective or is not the item you ordered, contact us as soon as possible at lanatafanel@gmail.com, with your order number and photos (including photos of the packaging). In this case we bear all costs, including return shipping, and you are entitled to the remedies of the legal guarantee described in our Terms of Service: repair or replacement, or, where these are not possible, a price reduction or a refund.
The unique characteristics of handmade artworks described in our Terms of Service (brushstrokes, texture, natural variations of hand-pulled prints) are not defects.
- BUSINESS BUYERS
The right of withdrawal and the consumer guarantee rights described in this policy apply to consumers only.
- CONTACT
Svetlana Malakhova (Lana Tafanel)
Email: lanatafanel@gmail.com
Full contact and legal details are available in our Legal Notice and on our Contact page.