Return and Refund Policy

14-day right of withdrawal

Individual consumers in Portugal and other European Union countries may withdraw from an eligible online purchase within 14 consecutive days without providing a reason.

For delivered orders, the 14-day period begins on the day the customer, or a person designated by the customer, receives the artwork.

For an online order collected from the Lisbon studio, the 14-day period begins on the day the artwork is collected. Choosing studio pickup does not remove the right of withdrawal when the order and payment were completed online.

To exercise this right, the customer must send a clear withdrawal request before the 14-day period expires. After notifying Anna Rolskaya, the customer has a further 14 days to return the artwork.

How to request a return

Email rolskaya.anna@gmail.com with:

• Your name

• Order number

• Artwork title

• Date the artwork was received or collected

• A clear statement that you wish to withdraw from the purchase

No explanation is required for an eligible return made under the 14-day right of withdrawal. Receipt of electronic withdrawal requests will be confirmed by email within 24 hours.

Please wait for packing and return instructions before dispatching the artwork. Sending the withdrawal request within the legal deadline is sufficient to exercise the right; prior approval is not required.

Condition of returned artwork

The artwork, certificate of authenticity, frame, stretcher bars and any other supplied components must be returned carefully and securely.

The customer may inspect the artwork with appropriate care. The customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the artwork’s nature, characteristics and condition.

Original packaging should be reused whenever reasonably possible. If it is no longer available, equivalent protective packaging must be used.

Visible texture, brush marks, exposed canvas, irregular handmade details and other characteristics accurately shown or described on the product page are part of the original artwork and are not considered defects. This does not affect the customer’s rights if an artwork arrives damaged or materially differs from its description.

Return delivery costs

For a change-of-mind return under the 14-day withdrawal right, the customer is responsible for the direct cost of securely returning the artwork.

For artworks that cannot normally be returned using standard postal services, the insured return cost is estimated at a maximum of €250 per artwork, depending on its size and the collection destination.

Where available, Anna Rolskaya can arrange an insured carrier collection. The actual carrier cost, up to the stated maximum, will be communicated before collection and may be deducted from the refund.

Alternatively, the customer may arrange a tracked and fully insured return carrier. The customer remains responsible for the artwork until it is safely received.

An online order collected in Lisbon may be returned to the Lisbon studio by appointment without a carrier charge.

Refunds

Refunds will be issued within 14 days after the withdrawal request is received. However, the refund may be withheld until the artwork has been received or the customer provides evidence that it has been returned, whichever occurs first.

The refund will be made using the original payment method unless another method is expressly agreed, at no additional cost to the customer.

The refund includes the amount paid for the returned artwork and the cost of the least expensive standard delivery method offered for the order. Additional costs resulting from a premium or more expensive delivery method chosen by the customer are not refundable beyond the standard delivery amount.

Damaged, faulty or incorrectly described artwork

Please inspect the package and artwork upon arrival. If possible, report visible transit damage within 48 hours so that a carrier claim can be opened promptly. This request does not shorten or limit statutory consumer rights.

Keep the packaging and send photographs of:

• The external package

• Shipping labels

• Internal protective materials

• The complete artwork

• Close-up views of the damage

If an artwork arrives damaged, has a fault or materially differs from its description, Anna Rolskaya will cover the reasonable return or collection cost. Depending on the circumstances and the nature of the one-of-a-kind artwork, the remedy may be professional restoration, a price reduction or a refund.

Nothing in this policy limits mandatory legal conformity rights. Under Portuguese consumer law, the applicable conformity period for movable consumer goods is currently three years from delivery.

Commissioned and personalised artworks

The statutory change-of-mind right does not apply to commissioned artworks, artworks made according to the customer’s specifications or clearly personalised items.

This exception does not remove the customer’s rights when an item is damaged, faulty or not supplied as agreed.

A ready-made original artwork selected from the website is not considered personalised solely because it is one of a kind.

Purchases made in person

When a purchase and payment are completed in person at the Lisbon studio, there is no automatic 14-day change-of-mind return right.

This does not affect the customer’s statutory rights if the artwork is faulty, damaged or not as agreed.

Customers outside the European Union

For customers outside the European Union, mandatory consumer rights in the customer’s jurisdiction remain applicable. Unless required by applicable law or expressly agreed in writing, change-of-mind returns are not offered for non-EU orders.

Claims relating to transit damage, faults or an artwork that materially differs from its description remain covered by this policy.

Model withdrawal form

Complete and send this form only if you wish to withdraw from an eligible purchase:

To:
Anna Rolskaya
Rua da Paz 38, 2 esq
1200-360 Lisbon
Portugal
Email: rolskaya.anna@gmail.com

I hereby give notice that I withdraw from my contract of sale for the following artwork:

Artwork title:
Order number:
Ordered on:
Received or collected on:
Customer’s name:
Customer’s address:
Date:
Customer’s signature, only if submitted on paper: