Right of withdrawal

Right of Withdrawal, Exchanges and Returns

At Ar de Arte, we want you to shop with confidence. If you make an online purchase, you have the legal right of withdrawal in accordance with the current regulations on consumers and users.

This policy applies to products sold in our online store, including preserves, gourmet pâtés, packaged food products, gift boxes, gift packs, gifts with artisanal items, artistic edition products and other related items.

Legal Right of Withdrawal

The customer has a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without having to provide any reason.

To exercise this right, the customer must communicate their decision within the stated period using the withdrawal form available at the end of this page or through the contact methods indicated by Ar de Arte.

Once the request has been received, Ar de Arte will review the information and inform the customer of the procedure for making the return.

General Return Conditions

For the return to be accepted, the product must be returned in the same condition in which it was delivered: unopened, unused, unconsumed, complete, undamaged, not improperly handled, and with all its packaging, seals, labels, cases, accessories and documentation where applicable.

The customer shall be responsible for any decrease in the value of the product when this is due to handling other than that necessary to check its nature, characteristics or functioning.

Returns will not be accepted for products that have been opened, unsealed, partially consumed, handled, damaged by the customer, incomplete or not in suitable condition for return.

Preserves and Gourmet Pâtés

Preserves, gourmet pâtés and packaged food products may be returned within the legal period provided that they are unopened, unconsumed, with their original packaging intact, undamaged, properly stored and within their best-before date or expiry date where applicable.

Returns will not be accepted for preserves, pâtés or food products that have been opened, unsealed, handled, fully or partially consumed, knocked, dented, contaminated, exposed to unsuitable temperatures or stored incorrectly.

For reasons of hygiene, food safety and traceability, Ar de Arte may reject the return of food products when it is not possible to verify that they remain in suitable condition for return and possible resale.

Gift Packs, Boxes and Gifts with Artisanal Items

Gift packs, boxes and gifts with artisanal items may be returned within the legal period provided that they are returned complete, unused, with the included food products unopened, and with all their components, wrapping, packaging and original presentation.

Partial returns of packs or boxes will not be accepted when the product has been sold as an indivisible set, unless expressly agreed with Ar de Arte.

When a product has been personalised, prepared according to the customer’s specifications, included in a special order or made to order, it may be excluded from the right of withdrawal in accordance with current regulations.

Artisanal or Artistic Edition Products

Artisanal, illustrated or artistic edition products may show slight variations in colour, texture, finish, grain, printing, presentation or handcrafted detail.

These variations, which are inherent to the production, printing, packaging or finishing process, shall not be considered a product defect, provided that they do not affect its use, safety or conformity with the order placed.

When the item is standard and not personalised, it may be returned within the legal period if it is unused, complete, undamaged and in its original packaging.

Products Excluded from the Right of Withdrawal

The right of withdrawal may not apply in the cases legally provided for.

Among others, the following may be excluded:

Personalised products or products made according to the customer’s specifications.
Products that may deteriorate or expire quickly.
Food products that have been opened, unsealed, handled, fully or partially consumed, or stored inadequately.
Sealed products that are not suitable for return for reasons of health protection, hygiene or food safety and that have been unsealed after delivery.
Products that, after delivery and taking into account their nature, have been inseparably mixed with other goods.
Packs, boxes or batches sold as an indivisible set when they have been opened, used, handled or partially consumed.
Any other legally provided case.

This exclusion does not affect the consumer’s rights in the event of a defective product, a product damaged during transport, a product delivered in error or a product that does not correspond to the order placed.

Return Costs

Unless the return is due to an error by Ar de Arte, a defective product or an incident attributable to the store, the direct costs of return shall be borne by the customer.

The customer must send the product properly protected to prevent damage during transport, especially in the case of preserves, metal containers, glass, boxes, gift packs or artisanal items.

Cash-on-delivery shipments will not be accepted unless previously authorised by Ar de Arte.

Refund

Once the returned product has been received and verified as meeting the stated conditions, Ar de Arte will issue the corresponding refund.

The refund will be made using the same payment method used for the purchase, unless another method is expressly agreed.

Ar de Arte may withhold the refund until it has received the returned products or until the customer has provided proof of return.

Initial shipping costs will be refunded where legally applicable. If the customer chose a delivery method that was more expensive than the standard delivery method offered by Ar de Arte, the additional cost of that special delivery method will not be refunded.

Defective Product, Damaged Product or Order Error

If the order arrives damaged, defective, incomplete or does not correspond to what was purchased, the customer must contact Ar de Arte as soon as possible.

In order to manage the incident, we may request photographs of the product received, the outer packaging, the labels, the batch number, the best-before date or expiry date where applicable, and any visible damage.

Once the case has been reviewed, Ar de Arte will offer an appropriate solution, which may consist of replacing the product, sending the correct item, issuing a partial refund or issuing a full refund.

In these cases, when the incident is attributable to Ar de Arte or to the transport service contracted by the store, the customer shall not bear the return costs.

Withdrawal Form

If you wish to exercise your right of withdrawal, you may do so by completing the form located at the end of this page.

Please remember that the right of withdrawal must be requested within the legal period of 14 calendar days from receipt of the order and that the product must meet the conditions stated in this policy.

In the case of preserves, gourmet pâtés, gift packs, food products or artisanal items, the product must be returned unopened, unused, unconsumed, complete, properly stored and in its original packaging.

Once your request has been received, we will review the information and inform you of the steps to complete the return.

Submitting the form does not imply automatic acceptance of the return. Ar de Arte will review each request in accordance with the withdrawal, storage, hygiene, food safety and product condition requirements stated in this policy.

Recommended Details for the Form

In order to properly manage the request, the form may request the following details:

Full name.
Contact email.
Telephone number.
Order number.
Date of receipt of the order.
Product or products for which withdrawal is requested.
Confirmation of whether the product is unopened, unused, unconsumed and in its original packaging.
Additional comments, if the customer wishes to add them.
Photographs of the product and packaging, where there is damage, an incident or it is necessary to check the condition of the product.

The reason for the return shall be optional. The customer is not obliged to justify the exercise of the right of withdrawal within the legal period.

Customer Declaration

Before submitting the form, the customer must confirm that they have read the withdrawal and return conditions.

Recommended text for the acceptance checkbox:

“I declare that I have read the withdrawal and return conditions, and I understand that some products may be excluded if they have been opened, unsealed, consumed, personalised, handled or stored inadequately.”

Contact

You may also contact Ar de Arte through the contact methods indicated on the website to resolve any questions related to returns, withdrawal, incidents or products received in poor condition.