Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, undamaged and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@rocioarrupe.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Return shipping costs are paid by the customer. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@rocioarrupe.com.
Damages and issues
Please inspect your order upon reception. If your artwork arrives damaged in transit (visible damage to the parcel or the artwork on delivery), contact us within 48 hours at info@rocioarrupe.com with photos of the damage and the packaging, so we can open a claim with the carrier, and we'll arrange a replacement or a full refund at no extra cost. If your item is defective or you receive the wrong item, contact us as soon as you notice it: this is covered by the legal guarantee and the 48-hour period does not apply. None of this affects your 3-year legal guarantee of conformity (see Terms of Service, section 9).
Exceptions / non-returnable items
Custom commissions are made to your specifications and are non-refundable once the design has been approved (see Custom Commissions below). Please get in touch if you have questions about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. You are only liable for any diminished value of the item resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. We will refund all payments received, including the standard initial shipping costs (except any extra cost if you chose a delivery method other than the standard one), within 14 calendar days of receiving your withdrawal notice, and we may withhold the refund until we have received the item or you have provided proof of having sent it back. To exercise this right, you can use the model withdrawal form included in our Terms of Service (section 8), although it is not mandatory. Custom commissions are excluded from this right (article 103.c of the Spanish Consumer Protection Law).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 14 days of us receiving the returned item. For EU withdrawals, the 14-day period described in the section above applies. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you haven't received your refund within that period, please contact us at info@rocioarrupe.com.
Custom Commissions
Custom commission paintings are made to order and tailored to your specifications. As such, all payments for commissioned artworks (including the 30% deposit and the remaining balance) are non-refundable once the design has been approved. Please review all details carefully before placing your order.