Refund policy

PURPOSE

This Returns and Refunds Policy governs the conditions applicable to replacements and, in exceptional cases, refunds of products and services purchased through the Carlota Santos Website, including print-on-demand art prints and bespoke artistic commissions.

LANGUAGE AND PREVAILING VERSION

This text is drafted in Spanish. Any versions that may be provided in other languages are for informational purposes only. In the event of any interpretative discrepancy, the Spanish version shall prevail.

TYPES OF PRODUCTS AND SERVICES

The following categories are offered through the Website:

– Artistic commissions, consisting of the creation of original works or personalised illustrations in accordance with the client’s specific instructions.

– Art prints produced under a print-on-demand model, created individually following order confirmation.

Each category is subject to the specific conditions set out in this policy.

EXCLUSION OF THE RIGHT OF WITHDRAWAL

In accordance with Article 103 of Spanish Royal Legislative Decree 1/2007, the right of withdrawal does not apply in the following cases:

– Original artworks and artistic commissions, due to their unique, personalised and non-reproducible nature.

– Goods made to the consumer’s specifications or clearly personalised, including print-on-demand art prints.

Accordingly, returns and refunds are not accepted once the order has been confirmed or the commission has begun, except in the cases expressly provided for in this policy.

ARTISTIC COMMISSIONS

Artistic commissions are carried out on a personalised basis in accordance with the client’s instructions. Once the commission has been accepted and full or partial payment has been made, cancellations, returns and refunds are not accepted.

Unless expressly agreed otherwise in writing, any payments made as deposits or to reserve availability are non-refundable, as they compensate for time, planning and the commencement of the creative process. The client declares that they have previously defined the essential characteristics of the commission or expressly approved them prior to execution of the work.

The client acknowledges and accepts that the creative process involves a subjective artistic component. Discrepancies based on personal taste, expectations not formalised in writing, or subjective evaluations of the final result shall not be considered a lack of conformity, provided that the work has been executed in accordance with the agreed terms.

Unless expressly agreed otherwise, commissions do not include unlimited revisions or substantial modifications once work has commenced. Additional requests may result in extra charges or require renegotiation of the commission.

PRINT-ON-DEMAND PRODUCTS: LACK OF CONFORMITY AND REPLACEMENTS

The User must inspect the product upon receipt and may report any manufacturing defects, transport damage or lack of conformity attributable to the production or shipping process within a maximum period of fourteen (14) calendar days from delivery.

The claim must be submitted in writing via the contact methods indicated on the Website and must include sufficient information to assess the issue, including, where reasonably possible, clear images of the product and its packaging.

Once the issue has been verified, Carlota Santos will, at her discretion, replace the product with another of identical characteristics at no additional cost to the User.

Physical returns of defective products will not be accepted unless expressly requested.

PRINT-ON-DEMAND PRODUCTS: REFUNDS

Refunds shall only be granted in exceptional cases where replacement is materially impossible or disproportionate.

If a refund is approved, it will be issued using the same payment method used for the original purchase, within a maximum period of fourteen (14) calendar days from confirmation of approval.

Under no circumstances will shipping costs, customs duties, customs fees or other ancillary costs associated with the original order be refunded.

DELIVERY TIMEFRAMES

Production and delivery timeframes stated on the Website or communicated to the client are indicative only. Carlota Santos shall not be liable for delays resulting from circumstances beyond her control, including supplier issues, transport services, customs processes, strikes, force majeure or similar events.

SHIPPING ADDRESS AND CLIENT RESPONSIBILITY

The User is responsible for providing accurate and complete shipping details. Carlota Santos shall not be liable for delays, losses or additional costs arising from incorrect, incomplete or inaccurate address information provided by the client.

CARE AND HANDLING

Carlota Santos shall not be liable for damage occurring after delivery as a result of improper handling, inadequate storage, exposure to adverse environmental conditions or misuse of the product.

INTELLECTUAL PROPERTY

The purchase of an art print or an artistic commission does not, under any circumstances, imply the transfer of intellectual property or exploitation rights in the artwork, unless expressly agreed in writing.

Any commercial use, reproduction, distribution, public communication or transformation of the artwork requires the prior express authorisation of Carlota Santos.

ABUSE AND BAD FAITH

Carlota Santos reserves the right to reject claims that are manifestly unfounded, abusive or made in bad faith, and to take any measures necessary to protect her professional and artistic activity.

APPLICABLE LAW

This Returns and Refunds Policy is governed by Spanish and European consumer protection legislation.