Refund policy

Return Policy

At Thalassa Arte, each work is a unique piece from talented and recognized artists. We take great care in ensuring that each artwork is carefully packaged and shipped with the utmost attention to detail, and we make sure that we confirm all details regarding the unique characteristics of the artwork with the client before we deliver each piece. Due to the exclusive nature of the artworks, our return policy is as follows:

Return policy and statutory rights

All artworks (including paintings, sculptures, engravings, drawings, wood carvings, and other original pieces) are unique items. However, for consumers within the European Union, the statutory 14-day right of withdrawal applies to distance purchases, except in the cases provided for by law.

This means that artworks that are not custom-made or clearly personalised to the customer’s specifications may be returned within the statutory withdrawal period of 14 days provided the condition is exactly as it was at the time of purchase.

Custom-made or commissioned artworks
Artworks created to order or commissioned specifically for the customer are excluded from the right of withdrawal once production has begun, provided the customer has expressly requested this.

Condition and use of artworks
Returned artworks must be in the same condition as delivered. The consumer is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature and characteristics of the artwork. This includes any use, display, installation, or handling that goes beyond standard inspection.

Where such use has occurred, a proportional deduction may be applied to the refund, up to the full value of the artwork in cases of significant depreciation.

This does not affect the consumer’s statutory rights in case of defect or non-conformity.

Damaged or Defective Goods
If your artwork arrives damaged, please contact us within 7 days of receiving the item. We will assess the issue and provide a solution and a refund where appropriate. We will ask for photographs or other evidence to support your claim as well as proof of delivery and images of the shipping box and damage to its packaging. Please make sure you take photos of the delivered package before opening it.

How to Report Damaged or Incorrect Items
In the event of damage or an error with your order, please notify us immediately by email. Be sure to include your name, contact details, order number, a detailed description of the issue, and photographs of the damage or discrepancy.

Shipping Costs for Returns
In cases of damage or incorrect items, we will cover the return shipping costs. However, the customer is responsible for shipping costs if the return is not due to an error on our part or if the customer is not at home after several attempts to deliver the package by the courier company over no more than 7 days.

Exclusions
Custom or commissioned artwork is excluded from this policy and cannot be returned unless it is damaged by the shipping process upon arrival.