Returns, cancellations and refunds

This policy applies to consumer orders placed on the ArtiMura website from 28 September 2026. It does not reduce your statutory rights. More favourable terms agreed when an earlier order was placed will continue to apply to that order.

Changing your mind: standard prints

You may cancel an order for a standard catalogue print without giving a reason, from the time you order until 14 days after the day you receive it. If goods from one order arrive separately, the period runs from receipt of the last item. Printing to order, or choosing from our standard artwork, size and material options, does not remove this right.

Tell us clearly that you wish to cancel, using our contact form or another available contact method. Include your name, order number and the items concerned. You do not need our approval for a valid statutory cancellation. Send your cancellation before the deadline and keep a copy.

Return the goods without undue delay and no later than 14 days after telling us you are cancelling, unless we arrange collection. We do not offer an additional voluntary change-of-mind return period beyond your legal rights.

Personalised and genuinely bespoke orders

The change-of-mind cancellation right does not normally apply to goods made to your individual specifications or clearly personalised, such as artwork incorporating your own photograph or personal text. We will explain any applicable exception before you order. Choosing from standard catalogue options alone is not personalisation. Your rights if goods are faulty, damaged or not as described remain unaffected.

Return arrangements and costs

Please contact us promptly for the correct return instructions. Do not send goods to the printer or to an address on the delivery packaging unless we have confirmed it as the return address. Contacting us for instructions does not replace or restrict your right to notify cancellation.

Our current return destination is mainland Spain. For a change-of-mind return, you pay the direct return postage where this responsibility was disclosed before purchase. If an item cannot normally be returned by post, any return-cost estimate required by law must be supplied before you order. We do not charge a cancellation or restocking fee.

You may inspect your print as you reasonably would in a shop. Please pack it securely, using the original packaging where possible; original packaging is not a condition of exercising statutory rights. We may make a lawful deduction for loss of value caused by handling beyond what is needed to establish the goods’ nature, characteristics and functioning. Keep proof of postage.

Refunds following cancellation

We refund payments for the cancelled goods, including any basic outbound delivery charge due for the cancelled order. An extra charge for an optional upgraded delivery service need not be refunded. Free delivery has no separate delivery charge to refund.

We refund without undue delay and within the applicable 14-day legal period. Unless we have offered collection, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier. Where we withhold it for this reason, we refund no later than 14 days after that earlier event. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

Damaged, faulty or incorrect artwork

Please use our contact form as soon as you notice a problem. Include your order number and a description; photographs of the artwork and packaging can help us investigate. There is no seven-day cut-off that removes your statutory rights.

For UK consumer purchases, faulty, misdescribed or unsatisfactory goods normally carry a 30-day short-term right to reject. After that, repair or replacement and, where the law provides, a price reduction or refund may be available. Other applicable mandatory consumer rights remain unaffected. We cover reasonable return costs where goods are faulty, damaged or not as described; please contact us to arrange the return.

Sale items and order changes

Sale items have the same statutory cancellation and faulty-goods rights as full-price items. Any defect specifically disclosed and accepted before purchase is treated according to applicable law.

If you entered an incorrect delivery address or want to change an order, contact us immediately. We will check whether a change is still possible. This does not limit any cancellation right you have.

Cancellation message

You may use the following wording in our contact form, but you do not have to use this format:

To ArtiMura: I give notice that I cancel my contract for the following goods: [describe goods]. Order number: [number]. Ordered on: [date]. Received on: [date, if received]. Customer name: [name]. Customer address: [address]. Date: [date].

For questions about a return or refund, please use our contact form.