Returns and refund policy
If you, for any reason, are dissatisfied with any purchase on our site, there are possibilities of return and refund. We abide by EU laws and regulations regarding online purchases of physical and copyrighted digital artistic products we sell on our website. You can find detailed information regarding our return policies below.
Per European law, your return time frame is up to 30 days after receiving your order.
Questions and answers
1. I want to return a painting I just received. What should I do?
A once: Start by filling out the standard returns form.
We will contact you by mail or chat as soon as we receive it.
Attention: Completing the form requires a Google account (Gmail address). If you don't have one, please write your request in our contact form.
2. Which is the address I should send my package to?
A, Our main operational headquarters as of now is :
9, Poltava str., entrance D, office 5
Veliko Tarnovo, 5000
Bulgaria
You need to provide the official name of our company, "Boicite na pravdata ltd." (that's essential 'The Warriors of Justice ltd." in our native tongue), as well as the telephone number of the Marketing and Logistics manager: 359887022782.
3. What do I need to include in the returns package?
A. You need to include the original receipt within the return package. Otherwise, we would not be able to issue a corresponding refund.
Take some close-up photos of the artwork's front and back, of the painting If you wish to return. The video also allows us to see the object in more detail. Please send it to us via chat or mail. It is compulsory so that we can assess if there was any damage before shipping.
Please pack the returned item neatly. It is advisable to use the original packaging, as it was specially designed to withstand long-distance shipping.
4. What if I have thrown the original packaging away?
A: If you no longer have the original packaging, we advise using bubble wrap to pack the work of art. Not following this might affect your refund. This is a helpful guide for packaging. We also follow it strictly, as it is the most comprehensive and easy to follow. You can also take some practical practical ideas from it.
5. Do you cover the return shipping costs?
A: Due to the sensitive nature of our business, we do not reimburse return shipping charges.
However, if a product has been damaged or there is another serious issue, we do reimburse the shipping charges as one-time exceptions. You just need to put your shipping receipt into your return package.
6. Which delivery company should I send the return shipment with?
A: It depends entirely on your choice and the availability in your area.
We use DPD for our shipments, and they work just fine. They usually offer the best rates in Europe, East Asia, Turkey, and some parts of Africa. You can learn more about its rates on the following website :
https://www.dpd.com/en/
We usually advise customers from Eastern Europe, North America, and Africa to use DHL as a trusted courier service with affordable rates. It also offers to pick up the packed work of art directly from your door. You can learn more about its services here :
https://www.dhl.com/us-en/home.html
7. I sent the painting back to you. What happens next?
: Please provide us with a tracking number so that we can monitor the shipment. We will examine it as soon as we receive it and issue your refund accordingly.
8. I want to replace my painting with another one on the website. Can you do it for me?
A: Yes, we can. Just tell us which one you would prefer. If another customer did not order or pay for it at that moment, we will arrange shipping it to you.
Essential rules to consider in this scenario :
1) We will send the replacement artwork once we have received the return shipment.
2) You will cover only the unwanted artwork's return shipment costs.
10. My replacement painting is more expensive than the one I want to swap it with. Do I have to pay the difference?
A: It is pretty simple. You'll have to cover the difference if the price is more than 300 dollars higher. If the difference is $300 or less, you'll pay nothing further. If you choose a painting with a lower price for a replacement, we will reimburse the difference.
Damaged shipments and products
Unfortunately, as it is, transportation damages might happen even with the best of packaging. We understand that, as we have been in the artwork business for 3+ years in our domestic market and have been through thick and thin about this issue.
Based on our battle-hardened experience, we have set the following rules and practices.
3.1.We chose the best quality canvases, paper, frames, and materials to ensure the best possible results.
3.2. We store all our paintings properly in our Veliko Tarnovo office. There used to be some moisture issues with our old storage space in the port town of Varna (that’s why we abandoned it altogether), so we saw molds develop in some of the older unsold canvases.
We took immediate actions, such as removing the molds with chemicals and re-creating some pieces on a new surface (whenever the damage seemed beyond repair). If there happen to be any remnants of it, we apologize profoundly.
1. How do we tackle the remaining molds on the artwork?
A: If you encounter excessive mold on any canvas painting, please document it well within the return time frame of 30 days (detailed photos needed).
Then apply a mold-tackling technique. It comes in handy for both everyday usage and artwork saving.
All materials are cheap and readily available, even in the most remote parts of the world.
As a managing director of this company, I guarantee it, as I have lived abroad for years, and tackled the issue headlong at my rentals numerous times.
If a painting is intact, store it in a dry environment away from dampness and leaks.
2. I tried removing the mold but still insisted on returning the painting.
Please pack it neatly in its original packaging and return it to our main office. The refund will follow all policies mentioned below.
3. How do you assess damages? How much will I get as a refund? Where is my money?
A : The following damage assessment table will clarify it all for you.
Type of damage | Reason | Compensation/refund |
|---|---|---|
Overall damage beyond repair | Transportation handling or a third-party interference | full refund with enough photo AND video evidence + return shipment to us |
Severe cuts in the painted surface that distort the painting value beyond repair | Transportation handling or a third-party interference | full refund with enough photo AND video evidence + return shipment to us |
Canvas wooden parts damaged | Transportation handling | Up to 3% of the overall painting cost |
Frame damages that do go beyond any repair and make the frame unuasable | Transportation handling | Refund of frame costs only (receipt available in the package) |
Frame damages that do not affect the usability of the frame | Transportation handling | None |
Glass of a paper/cardboard-based painting broken or damaged | Transportation handling | No more than $40 |
Mild scratches on the back or front side of the canvases that do not affect the quality of the artwork | Transportation handling | None |
Rips or cuts in the packaging without any damage to the art work | Transportation handling | None |
Refund policy
Once we receive your return shipping, we will examine it carefully for any transportation damages. If there are no significant damages (use the table above as a guide), a refund will be issued.
Time of return | Damages | Refund (% of the original price) |
|---|---|---|
30 + days after receipt of original shipment | regardless | none |
14-30 days after receipt of original shipment | overall damage beyond repair that lies entirely on the fault of the shipping company | 100% with enough photo AND video evidence from both sides |
14-30 days after receipt of original shipment | none or minor (molds included) | 50% |
up to 14 days after receipt of original shipment | regardless | 100% |
Please note that DPD usually indicates the date you received our shipment and will automatically appear in the tracking link.
If any issue with the logistics company arises, please contact us immediately; we will handle it without delay.
