Refund and Returns Policy

Refund & Returns Policy – Artletshop

1. General Policy

Artletshop is an online art store operated by STUDIO 3DIVINE d.o.o., a company registered in Croatia. All artworks offered for sale are original, one-of-a-kind creations. Their creators are the artists Branka Radonić and Vjeran Čengić. STUDIO 3DIVINE d.o.o. is the legal seller responsible for orders, returns and refunds.

We take great care in preparing, protecting and shipping each artwork. Our return policy is designed to safeguard these unique pieces while respecting applicable consumer protection laws.

The fact that an artwork is original or one of a kind does not, by itself, exclude a consumer’s statutory right of withdrawal.

2. Right of Withdrawal – 14 Days

Consumers entitled to withdrawal under applicable EU and Croatian consumer law may withdraw from an online purchase within 14 days of receiving the artwork, without giving a reason.

If several artworks from one order are delivered separately, the withdrawal period generally begins when the final item is received.

To exercise this right, notify Artletshop before the deadline by email or use this form: Withdrawal Form. A clear statement of your decision is sufficient.

You must send the artwork back without undue delay and no later than 14 days after informing us of your withdrawal.

3. Returning an Artwork

Because our artworks are unique and sometimes fragile, we strongly recommend the following precautions:

Return the artwork with all accompanying certificates and accessories.
Whenever possible, reuse the original packaging and protective materials.
If the original packaging is unavailable, use suitable protective packaging that provides equivalent protection.
Ensure that the artwork cannot move, bend, rub against the packaging or suffer pressure during transportation.
Use a reliable carrier with tracking and appropriate insurance whenever available.
Keep proof of shipment and provide the tracking number to Artletshop.

For safe return shipping, we recommend contacting Artletshop for packaging guidance and the return address. This is not a condition for exercising your statutory right of withdrawal.

4. Handling and Condition of Returned Artworks

Customers have the right to carefully unpack and inspect an artwork to establish its nature, characteristics and condition.

As each artwork is an original, one-of-a-kind creation, customers are asked to handle it with appropriate care and avoid any unnecessary handling that could cause damage or reduce its value.

Using an artwork for exhibitions, events, rentals, promotional purposes or other activities beyond what is necessary for normal inspection may constitute excessive handling.

Where the statutory right of withdrawal applies, customers may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the artwork, as permitted by applicable law. Examples include scratches, stains, damage to the painted surface, alterations, mounting damage or other deterioration caused by such handling.
Any reduction in the refund must reflect the actual, reasonably demonstrable diminished value of the artwork and will be assessed individually. No automatic deduction will be imposed solely because the artwork was unpacked, displayed or returned without its original packaging.
To help establish the artwork’s condition, Artletshop may photograph and document each artwork before dispatch and inspect and document its condition upon return.
The absence of original packaging, or the fact that an artwork has been handled, does not automatically exclude the statutory right of withdrawal.
Nothing in this section restricts statutory consumer rights, including rights relating to damaged, incorrect or non-conforming goods.

5. Refunds and Shipping Costs

Where the statutory right of withdrawal applies, Artletshop will refund the payments received, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after receiving the withdrawal notification.
We may withhold the refund until we receive the returned artwork or proof that it has been sent back, whichever occurs first, as permitted by law.
Refunds will be made using the original payment method unless the customer expressly agrees to another method without additional refund charges.
When exercising the statutory right of withdrawal, the customer bears the direct cost of returning the artwork, provided this obligation has been clearly communicated before purchase, unless Artletshop has agreed to bear that cost or applicable law requires otherwise.
For artworks that cannot normally be returned by post due to their size or other characteristics, the direct return shipping cost or, where it cannot reasonably be calculated in advance, the estimated maximum amount will be clearly disclosed before purchase, taking into account the artwork and the delivery destination.

6. Damaged, Incorrect or Non-Conforming Artworks

If an artwork arrives damaged or an incorrect item is delivered, please contact us as soon as possible, preferably within 3 days of delivery, and include photographs of the artwork and packaging.
This timeframe helps us document shipping damage and communicate with the carrier. It does not limit your statutory rights.
We will review the circumstances and provide appropriate instructions and remedies in accordance with applicable law.

7. Custom-Made and Personalized Artworks

The statutory right of withdrawal may not apply to artworks specifically produced or clearly personalized according to an individual customer’s specifications, where the legal conditions for this exception are met.
This exception does not automatically apply to original artworks that were already completed and offered for sale through Artletshop.
Statutory rights relating to defective or non-conforming goods remain unaffected.

8. International Returns

For international orders, applicable consumer protection laws and customs requirements will be respected.

Return shipping, customs documentation and any import or export formalities may vary depending on the destination and the reason for the return.

Please contact Artletshop before arranging an international return so that we can provide the relevant shipping instructions.

9. Contact

To initiate a return or report damage, please contact us via the contact form or at info(at)artletshop.com.

Please include your order number and a brief description of your request with photos of the artwork, and packaging.

Nothing in this policy limits the consumer rights that cannot be excluded under applicable law.