Returns policy

What are your rights?

If you are acting as a consumer and user, you are entitled to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day you or a third party indicated by you, other than the carrier, has acquired the material possession of the illustrations or if the illustrations that make up your order are delivered separately, 14 calendar days from the day you or a third party indicated by you, other than the carrier, has acquired the material possession of the last illustration delivered.

To exercise the right of withdrawal, you must notify Arturo Elena at the address: Flat 1, 24 Sussex Square, Brighton, BN2 5AB, United Kingdom or by email to stating your unequivocal decision to withdraw from the contract (e.g. a letter sent by post or email). To make sure you are complying with the withdrawal period, you simply have to make your intention to exercise your right to withdrawal known before the end of said period.

What are the consequences of this?

If you choose to withdraw, we will refund all payments received from you including delivery costs to the initial delivery address where appropriate, without any undue delay, and in any case within a period of 14 days from the date you inform us of your decision to withdraw from this contract. We will carry out this refund using the same means of payment used by you for the initial transaction. We may withhold the refund until we have received the goods.

You must return the goods without any undue delay and, in any event, no later than within 14 calendar days of the date on which you have communicated your decision to withdraw from the contract. The deadline will be considered complied with if the goods are returned before that deadline is reached.

You will be responsible for any reduction in the value of the goods resulting from deviations from the usual product handling procedures and, in any case, if this handling goes beyond opening the artwork packaging to check the condition and characteristics of the contents.

What products are not subject to withdrawal?

Your right to withdraw from the contract will apply exclusively to illustrations that are returned in the same condition as you received them. We will not make any refunds if the product has been used beyond the mere opening of the packaging, for products that are not in the same condition as they were delivered, or that have suffered any damage, meaning that you must be careful with the artwork whilst it is in your possession. Please return the artwork using all original packaging, instructions and other documents that may have accompanied them.

How I can return an illustration via messenger/courier?

You must contact us through the means established at the top of this Returns Policy to exercise your right of withdrawal. You must deliver the goods in the same package you received them in, following the instructions found on this website and you must bear the cost and risk of returning the products. If you have any questions, please contact us through our contact channels.

Please note that, having delivered the order, in case of exercising the legal or contractual right of withdrawal we cannot assume the risk of the return package for causes not attributable to Arturo Elena.

Similarly, please remember that you will be responsible for the content of the return package. In case there is any defect in the contents of the return package that is not attributable to Arturo Elena, we will be authorised to charge you for the costs of sending the package back to you.

Any rights and actions recognised by current legislation will remain intact.

If you have caused any damage to the product we reserve the right not to carry out the refund process.

Can I return a damaged product?

If you believe that at the time of delivery the illustration does not comply with the terms of the contract, you should contact us immediately via our contact channels providing product information and photographic evidence of the damage observed so that we may instruct you how to proceed.

Once we receive the illustrations, we will carefully examine the returned product and will notify you by email within a reasonable time if the refund or replacement will be made (as applicable). The item will be refunded or replaced as soon as possible and, in any case, within 14 days as of the date on which we send an email confirming that the refund or replacement of the non-compliant product has been admitted.

The amounts paid for products that are returned because of any fault or defect, where one exists, will be refunded in full, including shipping costs of delivering the item and the costs paid to return the package to us. Refunds will be made by the same means of payment that the you used to pay for the purchase.

Any rights recognised by current legislation will remain intact.

What are the conditions and guarantees of the illustrations?

If you are acting as a consumer and user, we offer guarantees over the illustrations we sell via this website, in the terms legally established for each type of product, thus answering for any nonconformity that may arise in the products for a period of two years from their delivery.

Products will be considered to comply with the agreement provided that (i) they match the description given on this website and have the qualities that we have presented on this website, (ii) they fit the usual purposes for which products of the same type are used, and (iii) they possess the usual quality and features that can be reasonably expected from a product of the same type. In this regard, if any of the products are not in accordance with the contract, you must inform us via any of the means provided for this purpose.

The products we sell, especially the illustrations, can often present characteristics of the natural materials used in their manufacture. These features, such as texture and colour variations, cannot be considered as faults or defects. On the contrary, they are meant to be there and should be appreciated. We select only products of the highest quality, but the characteristics of the materials are inevitable and should be accepted as part of the individual appearance of the illustration.