RETURNS AND REFUND POLICY

last update May 30th, 2016

Original Artworks Returns and Refund Policy

In this page we inform you about refund policies and all the necessary procedures to return an artwork purchased from Wallector website. For more information about your rights and legal terms, please read carefully and be aware of fully understanding our Terms of Use

After you place an order you will receive an email from us of acceptance of the order and we will process it. From the moment you receive this email a contract between you and us is formed.  We will also confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched.

If you end the Contract for any reason after Products have been dispatched to you or you have received them, you must return them to us or you must allow us to collect them from you without undue delay.

If we are unable to supply you with a Product (even after our acceptance email), we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.

From the time you receive your original Artwork, you have fourteen (14) days to decide whether to keep the artwork or return it in its original condition for a refund.  

If you receive artworks you’ve purchased from Wallector and you are not fully satisfied, you can always end your contract with us if:

 

(a) the Product you have bought is broken, worst in condition or misdescribed;

(b) you want to end the Contract because of something we have done or have told you we are going to do;

(c) you have just changed your mind about the product.

 

As soon as you decide you want to return your artwork (within 14 days you’ve received it), you have to notify Wallector’s customer service that you'd like to return it. Then, you’ll have fourteen (14) days from the day you’ve contacted our customer service, to return the artwork following one of the procedures (1 or 2), explained below, depending on the reason why you are returning the artwork. 

If you do not notify Wallector’s customer service of your intent to return the work within 14 days of receipt or you do not ship the work within 14 days of notifying us, you will NOT be eligible for a refund. 

 

NOTIFY YOU WANT TO RETURN YOUR ARTWORK:

To cancel a Contract, you just need to let us know that you have decided to cancel it. Please let us know by doing one of the following:  

Online: The easiest way to do this is to complete the return form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation; 

Phone or email: Email us at customerservice@wallector.com or call us at +44 20 3286 0585 (toll number). Please provide your name, home address, details of the order, reason why you want to return the product/s and your phone number and email address. 

By post: Print off the form and post it to us at the address on the form, or simply write to us as that address, including the information required in the form. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. 

 

PROCEDURES TO FOLLOW FOR YOUR RETURN

Step 1 – Repackage your artwork: For returning your artwork you have necessarily to repackage it using the original packaging materials used by Wallector or Wallector’s partners. If you’ve already disposed of the original packaging, you’ll have to purchase packaging materials to send the artwork back in a safe way to Wallector or Wallector’s partner (you have to send it back to the address we indicate you in our email of acceptance of the return request). Please refer to our Packaging Guidelines you’ll find in annexe 1 for instructions on how to safely package artworks or collectibles for shipment. 

 

Step 2 – Follow procedure 1 or 2 to return us your artwork.

Procedure 1

Cases for returning with Procedure 1:

a)Ending the Contract because the Product is faulty or misdescribed. If the Product is broken, worst in condition or misdescribed you have a legal right to end the Contract or to get the product repaired or replaced to get some or all of your money back. If you have any questions or complaints about the Product, please contact us creating a ticketing on helpdesk.wallector.com. You can also write to us at customerservice@wallector.com or telephone our customer service team at +44 20 3286 0585 (toll number). It is necessary you provide pictures and information about the damaged product;

b)Ending the Contract because of something we have done or are going to do. If you are ending a Contract for a reason set out at (1) to (4) below the Contract will end immediately and we will refund you in full for any Products which have not been provided and you may also be entitled to a refund. The reasons are: 

1) we have told you about an upcoming change to these Terms which you do not agree to;

2) we have told you about an error in the price or description of the Product you have ordered and you do not wish to proceed;

3) there is a risk that supply of the Products may be significantly delayed because of events outside our control; 

4) you have a legal right to end the Contract because of something we have done wrong (including because we have delivered late).

 

Procedure 1 - How to return your artwork in case a) and b): 

If you wish to exercise your legal rights to reject Products you must either return them by post back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please complete the return form on our website or if you have problems contact us creating a ticketing on helpdesk.wallector.com. You can also write us by e-mail at customerservice@wallector.com or telephone at +44 20 3286 0585 (toll number) for a return label or to arrange collection.

 

Procedure 2

Case for returning with Procedure 2:

c)Exercising your right to change your mind. If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (for any additional information, please check our Terms of Use). This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. If you change your mind about a purchase, you pay the return shipping cost. 

 

Procedure 2 - How to return your artwork in case c): 

If you wish to exercise your legal rights to reject your Product you must either return it by post back to us through a traceable method and provide us with the shipment’s tracking number (email all shipping details including tracking number to customerservice@wallector.com). Please complete the return form on our website or if you have problems contact us creating a ticketing on helpdesk.wallector.com or by e-mail at customerservice@wallector.com or telephone at +44 20 3286 0585 (toll number) for a return request. You have 14 days from the day you contact us to send back your return.

You can choose the courier you prefer for the return shipping, but the product must arrive in good conditions. Ship your return package using a traceable shipping method and email the shipping details (including tracking number) to customerservice@wallector.com. 

 

YOUR REFUND: 

How we will refund you.  If you cancel your Contract we will refund you the price you paid for the Products. We will refund you the price you paid for the Products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds. If you cancel your Contract please note we are permitted by law to reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them inappropriately. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. 

When your refund will be made. We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

  • if you have received the Product: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.  
  • if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract.

 

Wallector.com Products Return - Guidelines

Repackage the print, making sure to include:

  • Your order number and contact information
  • Address the package to the same address of the delivery note (after our customer service confirm you this)

Ship your return package using a traceable shipping method and email the shipping details (including tracking number) to customerservice@wallector.com.

 

Wallector is not responsible for eventual undelivered returns. 

Wallector will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order (minus every shipping costs and international customs fees, if any) within 14 business days of your merchandise return.

 

Damaged Prints:

Take photos of the damaged print and the packaging and email the photographs to customerservice@wallector.com after you created a return request on our website http://www.wallector.com/index.php/product-returns .

After reviewing the photographs, Wallector will ship a replacement print for your damaged purchase if possible.

 

Artwork Packaging Guidelines 

During delivery, your artwork or collectible may pass through many different hands and climates, so it’s important that you follow these instructions carefully to ensure that your package arrives to its destination in good condition. 

If you’re in doubt about the best way to package your artwork for shipping, please contact us via email at: customerservice@wallector.com or by telephone at +44 20 3286 0585 (toll number).

Our business hours are Monday - Friday 10am - 7pm; Saturdays and Sundays – closed. 

Packing materials  

DO use the following: 

Bubble wrap: An adequate amount of bubble wrap will provide a surprising amount of protection by distributing pressure and impact across a wide area. 

Acid-Free Archival Paper (Glassine): Archival quality materials are pH neutral (i.e. between 7 and 8.5) and will therefore have no chemical interaction with any objects it contacts. 

Foam Board: A sturdy support is necessary for safe packaging and storage of all flat artworks. 

Cardboard corner protectors: Corners of flat artworks are especially vulnerable to shipping damage, that’s why we require artists to use cardboard corner protectors. 

High quality tape

Tissue paper

 

DON’T use the following: 

Styrofoam peanuts: DON’T use foam packing peanuts. 

Second-hand filler (newspaper, magazine pages, plastic bags, etc.): Do NOT use scraps of newspaper, magazine pages, or plastic market bags to package your artworks. These materials don’t provide adequate protection and they may also leave an unfavorable impression on the collector who has bought your work. 

Non-archival quality tissue paper for wrapping artwork: DON’T wrap your artwork in non-archival tissue paper. Remember that anything that comes into direct contact with the work must be archival quality (i.e. acid-free, pH neutral). 

Garbage bin bags: You don’t want your artwork associated with garbage, so DON’T use garbage bin bags to pack it. 

Glue

 

Original Prints, Drawings, Ex Libris, Manifestos, Maps: the artworks must be completely involved into a plastic envelope (acid free, ph neutral, no plastic bag) closed with a tape (do not put the tape on the artwork) to protect it. Then it must be put in a cardboard envelope similar as the one you received. Please the artwork is not supposed to move inside the packaging, so be sure there is no left space inside the packaging. Eventually you can put some tissue paper between the plastic film and the packaging. Close the packaging carefully.

Posters: the artwork must be involved with tissue paper, rolled and insert inside the tube you received or a tube in carton of the same dimensions of the one you received your artwork. The tube must be carefully sealed.

Original Paintings: the artworks must be completely involved into a bubble film area closed with a tape (do not put the tape on the artwork) to protect it. Then it must be put in a cardboard envelope similar as the one you received. Please the artwork is not supposed to move inside the packaging, so be sure there is no left space inside the packaging. Eventually you can put some cardboard corner protectors. 

Coins and Medals: the artworks must be involved into a plastic envelope (acid free, ph neutral, no plastic bag) closed with a tape (do not put the tape on the artwork) to protect it. Then it must be put in a cardboard envelope similar as the one you received. Please the artwork is not supposed to move inside the packaging, so be sure there is no left space inside the packaging. Eventually you can put some tissue paper between the plastic film and the packaging. Close the packaging carefully.

Rare books and Newspapers: the artworks must be involved into a plastic envelope (acid free, ph neutral, no plastic bag) closed with a tape (do not put the tape on the artwork) to protect it. Then it must be put in a cardboard envelope or in a cardboard box (depending on the dimensions of the object) similar as the one you received. Please the artwork is not supposed to move inside the packaging, so be sure there is no left space inside the packaging. Eventually you can put some tissue paper between the plastic film and the packaging. Close the packaging carefully.

Photographs, Postcards, Letters, Stamps: the artworks must be completely involved into a plastic envelope (acid free, ph neutral, no plastic bag) closed with a tape (do not put the tape on the artwork) to protect it. Then it must be put in a cardboard envelope similar as the one you received. Please the artwork is not supposed to move inside the packaging, so be sure there is no left space inside the packaging. Eventually you can put some tissue paper between the plastic film and the packaging. Close the packaging carefully.

Ceramics: the artwork must be involved with tissue paper and then with bubble wrap, closed with tape (do not put tape on the artwork). Then it must be put in a cardboard box filled up with tissue paper or other bubble wrap in order the artwork don’t move inside the box. Clearly indicate on the crate or box which side is the bottom and which is the top by writing “THIS SIDE UP” and by drawing an upward pointing arrow on all of the side panels to let shippers know which direction the crate/box should be held or set down. Or, you may purchase ready-made “This side up” labels. Clearly mark the crate or box as “FRAGILE” in large capital letters using a heavy black felt tip pen, or use ready-made “FRAGILE” labels. Close carefully the box with tape.

Sculptures: the artwork must be involved with tissue paper and then with bubble wrap, closed with tape (do not put tape on the artwork). Then it must be put in a cardboard box filled up with tissue paper or other bubble wrap in order the artwork don’t move inside the box. Clearly indicate on the crate or box which side is the bottom and which is the top by writing “THIS SIDE UP” and by drawing an upward pointing arrow on all of the side panels to let shippers know which direction the crate/box should be held or set down. Or, you may purchase ready-made “This side up” labels. Clearly mark the crate or box as “FRAGILE” in large capital letters using a heavy black felt tip pen, or use ready-made “FRAGILE” labels. Close carefully the box with tape.

Objects: objects must be involved with tissue paper and then with bubble wrap, closed with tape (do not put tape on the artwork). Then it must be put in a cardboard box filled up with tissue paper or other bubble wrap in order the artwork don’t move inside the box. Clearly indicate on the crate or box which side is the bottom and which is the top by writing “THIS SIDE UP” and by drawing an upward pointing arrow on all of the side panels to let shippers know which direction the crate/box should be held or set down. Or, you may purchase ready-made “This side up” labels. Clearly mark the crate or box as “FRAGILE” in large capital letters using a heavy black felt tip pen, or use ready-made “FRAGILE” labels. Close carefully the box with tape.