RETURN AND REFUND POLICY

At HEIART Gallery, each piece is made to order especially for you. For this reason, our return policy differs from that of standard retail.

Made-to-order items

All artworks are produced on demand once your order is placed, in the size, material and finish selected by you at checkout.

Because these are goods made to your specifications, the right of withdrawal does not apply, in accordance with Article 103.c of Spanish Royal Legislative Decree 1/2007 and Article 16.c of Directive 2011/83/EU. For customers resident in the United Kingdom, the equivalent exception applies under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We therefore do not accept returns or refunds for change of mind, including cases where the artwork does not meet personal taste or expectations.

We encourage customers to review product details, sizing and imagery carefully before purchasing. If you have any questions prior to ordering, we are always happy to help: info@heiartgallery.com

Damaged, defective or incorrect items

The above exception does not affect your statutory rights.

Please inspect your order on delivery. If your item arrives damaged, defective or incorrect, contact us at info@heiartgallery.com with clear photographs of the packaging and the item.

Consumers resident in the European Union benefit from a legal guarantee of conformity of three years from delivery, in accordance with Spanish Royal Legislative Decree 1/2007 as amended and Directive (EU) 2019/771. Consumers resident in the United Kingdom benefit from the equivalent statutory rights under the Consumer Rights Act 2015.

Once we have reviewed your claim, we will offer an appropriate solution, which may include repair, replacement, a price reduction or a refund, in accordance with applicable law and at no additional cost to you.

We ask that you contact us as soon as reasonably possible after noticing the issue, so that we can resolve it quickly. This request does not limit your statutory rights.

Order accuracy

We take great care to ensure that all product descriptions and images are accurate. Slight variations in colour or appearance may occur due to screen settings and device configuration. These variations are not considered defects.

Returns and exchanges

As all items are made to order, we do not operate a standard returns system, and we do not offer direct exchanges. Where an item is confirmed to be damaged, defective or incorrect, we will arrange a replacement or refund as set out above.

Please do not send any item back to us without contacting us first, so that we can agree the return method with you.

Refunds

Where a refund is due, it will be processed to your original payment method within 14 calendar days of our confirming that the refund applies.

Complaints

If you are not satisfied with our response, you may contact us at info@heiartgallery.com.

Consumers resident in the European Union may also submit any dispute relating to an online purchase to the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

Contact

NTE 11.22, S.L. C/ Felipe Sánchez de la Cuesta Alarcón 2 29005 Málaga, Spain info@heiartgallery.com