Right of Withdrawal (EU Consumers)
If you are a consumer purchasing from within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, notify us by email at info@arspictoria.com within this period, stating your intention to withdraw. You must then return the item within 14 days of that notice, at your own expense, unless the item — including its original packaging — arrived defective, damaged, or not as described, in which case we cover return shipping.
To be eligible:
- The item must be returned in the condition it was received, with all original packaging and everything it contained.
- You may inspect and handle the item to the extent necessary to establish its nature and characteristics — as you would in a shop — but not use it. Signs of use (e.g. drawing marks, deliberate oxidation, alteration of the patina) may result in a reduced refund reflecting the diminished value.
Once we receive the returned item and confirm it meets these conditions, we will issue a refund to your original payment method within 14 days. This refund covers the item price and standard delivery cost; return shipping is at your expense. Any damage or diminished value resulting from handling beyond what is necessary to establish the item’s nature and characteristics will be deducted from the refunded amount.
Exclusion: items made to order or personalized to your specification are not eligible for withdrawal under this section, as provided by Italian law (Art. 59, Codice del Consumo).
Business purchases: this right of withdrawal applies to consumers only. If you purchased with a VAT number / as a business, it does not apply.
Customers Outside the EU
The right of withdrawal above applies to EU consumers under EU law. For orders shipped outside the EU, please contact us at info@arspictoria.com — we’re happy to discuss returns, but they are handled case by case rather than under a fixed policy.
Legal Warranty of Conformity
Separately from the right of withdrawal, all products purchased directly from Ars Pictoria carry a 2-year legal warranty against conformity defects present at the time of delivery, as detailed in the product’s Instructions and After-Sales Support sheet. This warranty does not cover wear, natural patina, or damage from improper use, and follows a different process than a withdrawal return — see the sheet included with your product, or contact us for a copy.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact us at info@arspictoria.com with photos before returning anything. We will arrange the appropriate remedy at no cost to you.
Need Help?
Contact us at info@arspictoria.com for any questions about returns or refunds.