Política de reembolso
Return & Refund Policy
Overview
Euchelan is the creative studio. Every work released through the studio — original paintings, prints, and editions — is created, signed, and packed by the artist personally. Because of the nature of original and limited-run artwork, all sales are final. Please read this policy in full before completing your purchase. By placing an order, you confirm that you have read and accepted these terms.
1. All Sales Are Final
All artworks sold by Euchelan — including original paintings, prints, and editions — are final sale. Once an order has been placed and dispatched, it cannot be returned, exchanged, or refunded for any of the following reasons:
- Change of mind
- Change of taste, décor, or space
- The work appearing different in person than on screen due to lighting, monitor calibration, scale perception, or framing context
- Dissatisfaction with subjective qualities such as color tone, brushwork, or texture
- Delays caused by couriers, customs, or circumstances outside the studio's control
- Buyer error in shipping address, contact details, or product selection
Buyers are strongly encouraged to review all listing photographs, dimensions, and descriptions carefully before purchase. Questions, additional photographs, or video walkarounds can be requested at [bert@euchelan.com] prior to ordering — we respond to every pre-purchase enquiry and would rather answer ten questions than process one disputed sale.
This policy reflects standard practice across independent art studios and galleries worldwide. It exists because each work is a one-of-a-kind or limited object made by hand — not a returnable consumer good.
2. The Only Exceptions
Euchelan will only consider a refund, replacement, or repair in two narrowly defined circumstances:
a) Significant damage in transit. The work arrives with verifiable structural or surface damage that occurred during shipping, evidenced by photographs of both the damaged work and the damaged outer packaging.
b) Incorrect item dispatched. You receive a work that is demonstrably different from the one ordered (a different title, different dimensions, or a different edition number).
That is the full list. No other circumstance qualifies for a refund or return.
Minor variations — slight color shifts between screen and print, small textural details visible only under close inspection, or framing/mounting choices — do not constitute damage or defect. These are inherent to handmade and printed artwork.
3. Strict Claim Requirements
Claims that do not meet every one of the following requirements will not be considered:
- Submitted in writing to [bert@euchelan.com] within 48 hours of delivery
- Include the order number, full name, and delivery date
- Include clear, well-lit photographs of the damaged work
- Include photographs of the outer packaging showing the damage, taken before the packaging is discarded
- Include a photograph of the shipping label, intact, on the original packaging
The original packaging must be retained in full until the claim is resolved. Claims submitted without packaging photographs cannot be processed, as courier insurance requires this evidence.
Claims submitted after the 48-hour window will not be accepted under any circumstances. This window is non-negotiable and is set to align with courier insurance terms.
4. The Claim Process
If a claim meets all requirements above:
- Acknowledgement — Receipt of the claim is confirmed within 2 business days.
- Review — The studio reviews the evidence and, where applicable, files an insurance claim with the courier. Review takes 7–14 business days.
- Outcome — If the claim is approved, the studio offers, at its sole discretion, one of: repair (where the artist deems it possible), replacement (for prints and editions only — originals cannot be replaced as they are unique), or studio credit toward a future purchase.
- Cash refunds are issued only when no other resolution is feasible — for example, where the original cannot be repaired and no equivalent work is available — and are processed within 14 business days of approval.
The studio reserves the right to decline any claim that does not meet the evidence threshold, that appears inconsistent with the courier's delivery records, or that is submitted outside the stated window.
5. Cancellations
Orders may be cancelled for a full refund within 24 hours of purchase, provided the work has not yet been packed or dispatched. To cancel, email [bert@euchelan.com] with your order number.
After 24 hours, or once the order has been packed or dispatched (whichever comes first), the order is final and cannot be cancelled. This applies even if the courier has not yet collected the parcel, as packing materials and studio time have already been committed.
For commissioned works, separate terms apply and are set out in the commission agreement signed at the outset of the project. Commission deposits are non-refundable.
6. What Is Not Covered
For absolute clarity, the following are never grounds for refund, return, or replacement:
- Change of mind or buyer's remorse
- Subjective dissatisfaction with the work's appearance
- Damage caused after delivery, including mishandling, hanging accidents, environmental exposure (humidity, sunlight, heat), pets, children, or framing
- Refusal of delivery, missed deliveries, or failure to collect from a depot, resulting in courier return fees — these fees are deducted from any refund the studio may, at its discretion, offer
- Incorrect shipping addresses or contact details provided by the buyer at checkout
- Customs duties, import taxes, VAT, or any fees levied by the destination country — these are the buyer's responsibility in full
- Delays caused by the courier, customs, weather, or any third party
- Lost parcels marked as "delivered" by the courier — disputes of this nature must be raised with the courier directly
- Claims submitted after the 48-hour window
- Claims submitted without complete photographic evidence
7. Authenticity
Every original work sold by Euchelan is guaranteed authentic. Each original ships with a signed certificate of authenticity. The certificate is the buyer's proof of provenance and should be retained for any future resale or insurance purposes.
8. Acceptance of These Terms
By placing an order with Euchelan, the buyer confirms they have read, understood, and accepted this Return & Refund Policy in full. These terms form part of the sale agreement between the buyer and Euchelan.
9. Contact
Euchelan Studio
Email: bert@euchelan.com
Web: euchelan.com
The studio reads every message personally. While refunds are rare by design, we are always available to answer questions about a work, its care, or its journey to you.