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Returns policy

I hope you will be delighted with your print(s), but if you are unhappy with it for any reason, you can return it in accordance with this Returns Policy:

Customers from within the European Union (EU) have a legal right to cancel within 14 days, under the EU Distance Selling Regulations ((it excludes items that have been sealed for hygiene reasons if the seal has been broken). Although it’s legally called a ‘cancellation’ right, you’ll still receive your order and then you’ll need to return it. My own returns policy applies to all customers – inside or outside the EU. So, if you’ve made an order which you don’t want, you can choose to use your legal right to cancel, and simply follow the returns guidelines on this page.

Returns and Refunds

Return requests must be placed within 14 days since the delivery date. No refund is due to you if you request it after the 14-day time limit has passed. Orders delivered to Non-EU addresses must be returned by post within 28 days from when they were received. The print is your responsibility until it reaches me. You will be responsible for the cost of returning the print to me by post. I recommend that you use a postal service that ensures you for the value of the products you are returning and you should keep proof of postage. Once I receive the returned print, I will refund the full price you paid for the it (shipping costs not included), using the same method you used to pay for it.

To request a refund, follow the steps here:

Contact me at silviaceliberti@gmail.com or use the contact form, to let me know about your wish to return your order and request a refund and I will provide you with the return address.
Please include the original packaging with your return.
Make sure your return is securely packaged so it doesn’t get damaged in transit. It’s got a lot of travelling to do.
Please remember to get a proof of postage receipt.
Contact me again to let me know you’ve sent the package and show proof of postage receipt.
I will process refunds within 5 working days from when I receive your return. Once I’ve done this, I’ll authorise your payment provider to release the money back into your account.
How long your payment provider takes to release the money will depend on their own terms and conditions. But please allow at least 10 more working days for all refunds to be received by you.

Refund exceptions:

Tailor made products cannot be returned and refunded. The process of making them is confirmed by you via an email conversation with detailed previews of a sample, or by shipped samples to you. Returns and refunds are accepted if the tailor-made product is not as agreed.
Sale items purchased online can be fully refunded by post within 14 days of receiving the goods. Items returned will be refunded for the amount paid.

Please note:

The above returns policy refers to a change of mind only and does not affect your statutory rights. At me discretion, if I believe you are abusing my refund policy, I reserve the right to ban your account and to restrict all future use of the silviaceliberti.com services. If I ban your account or disable your access to my website due to your violation of these Terms, you will not be eligible to receive any future refund.

Return of a defective product

I work hard to make sure all prints are of high quality, so I’ll be really sorry if there’s a fault in something you’ve bought from me. I also take care so that the packaging of the prints protects them in the most secure way during transportation. If, however, you find some damage caused to the prints shipped, please contact me within 14 days from the day of arrival, directly to my e-mail address silviaceliberti@gmail.com or use the contact form and I will take back the defective product and send a new one. Additional transport costs will be borne by us. Defective products must be returned in the original packaging in order to be replaced.

Wrong items

In case of receipt of a print other than that included in your order, please contact me and I will receive the return of the wrong print and re-send the right one bearing all costs.

Please talk to me in case of any issues before leaving neutral or negative feedback. I promise to do my best to make you happy!