Refund policy

Our 14-day return policy states that, after receiving an item, you have 14 days to request a return if it is damaged or incorrect. 

To be eligible for a return, the item must be in the same condition as you received it, must not have been used or tampered with except as necessary to establish the nature and characteristics of the goods, must be in the original, undamaged packaging, and, if it is a limited edition print, must include the Certificate of Authenticity received and must be free of fingerprints on the paper. You will also need your receipt or proof of purchase. 

To initiate a return, write to us via the Contact Form selecting "support" as the subject of your message or log in to your customer account and send the request by filling in the relevant fields, and you will receive complete information on how to proceed. 

Items sent without a prior return request or sent after the 14 days, will not be accepted.

 

Damages and Problems

Inspect your order upon receipt and contact us immediately if you find any defects or damage, or if you received the wrong item. This way, we can evaluate the issue and work to resolve it.

 

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including custom-made products (painting/portrait/illustration commissions) created based on the customer's specific instructions. Unfortunately, we cannot accept returns on gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you received and, once the return is accepted, make a separate purchase for the new item.

 

14-day right of withdrawal for the European Union

Notwithstanding the above, if the goods are shipped within the European Union, you have the right to withdraw from the purchase contract within 14 days for any reason and without having to provide any justification. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and designated by you, acquires physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the purchase contract by means of an explicit declaration (by email to support@paolamontanari.com or via the contact form or by filling out the return request through your customer account). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period expires. 

As above, items must be in the same condition as you received them, must not have been used or tampered with except as necessary to establish the nature and characteristics of the goods, must be in their original, undamaged packaging and, if it is a limited edition print, must include the Certificate of Authenticity received and must be free of fingerprints. You will also need your receipt or proof of purchase.

 

Specific Clauses for Limited Editions (Right of Withdrawal and Integrity of the Work)

In accordance with EU regulations, the Customer has the right to withdraw from the purchase of limited edition prints within 14 days. However, since these are items of artistic collectible value, the right of withdrawal is subject to the return of the work in its original condition, namely:

• Certificate of Authenticity (COA): The work must be returned with the original Certificate of Authenticity. Failure to return the certificate will deprive the work of its "Limited Edition" status, resulting in a devaluation of the selling price, which will be deducted from the refund.
•  Handling and Numbering: Pursuant to Art. 57 of the Consumer Code, the consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics. Any signs of use, permanent fingerprints on the art paper, or damage to the numbered edges will be considered permanent damage and will result in a proportional reduction in the refund.

We strongly recommend using tracked and insured shipping for the full value of the work, and obtaining a shipping receipt from the post office or courier. If the item is lost or damaged during return shipping, the refund will not be issued or will be reduced based on the loss in value.

 

Return shipping costs

If the return is accepted due to damage during shipping or an incorrect item, we'll send you a shipping label to return the item to us. If the return is for a right of withdrawal, you'll be responsible for shipping. Please ensure you ship the return in appropriate packaging.

 

Refunds

As soon as we receive and inspect your return, we will notify you whether or not your refund has been approved. If approved, you will automatically receive a refund within 14 calendar days via your original payment method.

If the return concerned a damaged or incorrect product, you will also be refunded for the standard shipping costs incurred.

If the return concerned your right of withdrawal, you will be refunded for payments made to us for the products, excluding shipping costs to send the products to your address. You will be responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature and characteristics of the goods.

It may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please write to us via the Contact Form selecting "support".