Returns and exchanges

At Phoenix Arts Europe we want your shopping experience to be clear, safe and satisfactory.

We know that, on some occasions, a product bought online may not match exactly what you expected or the needs of your artistic project. For that reason, we try to make the return process easier whenever the product meets the conditions set out below.

Return period

You can request the return of a product within 14 calendar days of receiving the order.

For the return to be accepted, the product must be in perfect condition, unused, undamaged, unstained, free of paint residue, unaltered and fit for sale as a new product.

Whenever possible, the product must be returned in its original packaging, with all its accessories, protections, labels, documentation and items included in the shipment.

1. Defective or damaged product, or error in the order

If you have received a product that is defective, damaged in transit or different from the one you ordered, contact us as soon as possible, preferably within the first 48 hours of receiving the order.

To handle the incident, we will need you to provide:

• Order number.
• Photographs of the outer packaging.
• Photographs of the inner packaging.
• Clear photographs of the damage, defect or incorrect product.
• A short description of the incident.

If the return is due to an error by Phoenix Arts Europe, a defective product or an incident attributable to the preparation of the order, Phoenix Arts Europe will bear the costs of return or replacement.

Once the information has been reviewed, we may offer, depending on the case:

• Replacement of the product.
• Dispatch of a new unit.
• Replacement of missing parts or items.
• Collection of the damaged or incorrect product.
• Full or partial refund.
• Another solution agreed with the customer.

2. The product is not what I expected and I want to return it

If the product does not match what you expected, you can request a return within the period indicated, provided that the product has not been used and is in perfect condition.

In this case, the return costs will be borne by the customer.

The customer may return the product using the return service provided by Phoenix Arts Europe, in which case the corresponding cost will be deducted from the refund:

Alternatively, the customer may return the product by their own means, using a traceable carrier and bearing the cost and risk of shipment until it is received by Phoenix Arts Europe.

Conditions the product must meet

For a return to be accepted, the product must meet the following conditions:

• Be unused and in perfect condition.
• Show no stains, knocks, dirt, paint residue, damp, cuts, creases or alterations.
• Be returned, whenever possible, in its original packaging.
• Be protected by suitable outer packaging to prevent damage in transit.
• Include all its accessories, protections, instructions, labels or items originally included.
• Not have been handled beyond merely opening the parcel to check the product.

For products that may be affected by opening, contact with air, loss of the seal, preservation or product safety, the original seal or closure must remain intact.

Products that cannot be returned or exchanged

Returns and exchanges will not be accepted in the following cases:

• Products that are personalised, made to order or adapted to the customer's specific instructions.
• Products that have been used, painted, stained, assembled, handled or damaged.
• Stretcher bars, canvases, papers or other supports that have been worked on, marked, folded, incorrectly tensioned or damaged after delivery.
• Incomplete products, or products without their original accessories, packaging or protections, when this prevents proper inspection or resale.
• Products bought in a clearance sale, outlet, special sale or promotion with specific conditions, when this is expressly stated.
• Gift cards, commercial vouchers or other digital products, if any.
• Opened products which, for reasons of preservation, hygiene, safety or the nature of the product, cannot be resold as new.

For personalised or made-to-order products, you must contact Phoenix Arts Europe beforehand by email at info@phoenixarts.eu.

How to make a return

• Write to us at info@phoenixarts.eu with the subject “Return order [order number]”.
• State the reason for the return and attach photographs of the product and the packaging when necessary.
• We will review the request and confirm whether the return can be accepted.
• If you use our return service, we will send you the instructions and, where applicable, the return label.
• Pack the parcel so that it is properly protected for transport.
• Once the product has been received at our premises, we will check its condition.
• If everything is in order, we will proceed with the refund or the agreed solution.
• You can also contact us by phone or WhatsApp on +34 611 037 357, during our customer service hours.

Inspection of the returned product

Once the product has been received, Phoenix Arts Europe will check its condition.

If the product meets the return conditions, the corresponding refund will be made.

If the product arrives used, damaged, incomplete, stained, handled, poorly packed or in a condition that prevents its sale as a new product, Phoenix Arts Europe may refuse the return or apply a depreciation proportional to the condition of the product.

If a return is refused, Phoenix Arts Europe will contact the customer to inform them of the available options. If the customer wishes to recover the product, they must bear the cost of sending it again.

Refunds

Refunds will be made using the same payment method as for the purchase, unless a different arrangement is agreed with the customer.

The usual time for processing the refund will be 5 to 10 working days from receipt and validation of the returned product.

During periods of high activity, promotional campaigns, holidays, Black Friday, Christmas or stocktaking, this period may be slightly longer.

The original shipping costs will not be refundable, except in the event of an error by Phoenix Arts Europe, a defective product or complete cancellation of the order before it is dispatched.

Product exchanges

Phoenix Arts Europe may accept product exchanges when this is operationally possible and provided that the original product meets the return conditions.

Exchanges are subject to stock availability. If the product requested for the exchange is not available, Phoenix Arts Europe may offer an alternative, a commercial voucher or the corresponding refund, depending on the case.

Transport costs arising from an exchange requested by the customer may be borne by the customer, except in the event of an error by Phoenix Arts Europe or a defective product.

For bulky, fragile or special-transport products, the cost of the exchange will be subject to prior confirmation.