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A. Buying online within EU as a consumer: cooling-off period

B. Buying online as a non-EU consumer

C. Buying online from a non-EU seller/artist

D. Purchases by a Business and Trade Buyers

E. Breaches of Contract

F. Refund Amount & Considerations

G. Our Contact Details

A. Buying online within EU as a consumer: cooling-off period

√ you are a consumer in Europe

√ the seller/artist is based in Europe

→ Right to cancel your order:

You have the right to cancel your order within 14 calendar days, for any reason and without a justification. This “cooling off” period expires 14 days after the day you received your goods. However, the 14-day cooling off period does not apply to all purchases. Some of the exemptions are: commissioned artwork, framed artwork or prints, limited and numbered editions. 

The goods you receive should match what was advertised or agreed and what you thought you were buying. If your goods are not what you ordered – for example, incorrect size, or missing signature – you are entitled to a free of charge repair, replacement, or, failing that, a price reduction (on your original purchase) or a refund.

→ Notify us by email within 14 calendar days:

In case you want to cancel your purchase, you must do so within fourteen calendar days of the day of delivery of your order. Notify us in writing of your decision to cancel the purchase. By e-mail or by completing a cancellation form. You are not obliged to indicate why you want to cancel and return your purchase. Don’t forget, you will have to pay for the cost of return.

→ Handle with care and return within 14 calendar days after notifying us:

Return the item within fourteen calendar days once you have notified the seller of your decision to cancel the purchase.

Four tips for safely returning the artwork:

  • To return the artwork safely, use the original packaging if possible.
  • Check that the return address is correct: the head office and warehouse are at different locations. The artwork should always be returned to the Artist. We will inform you by mail about the return address for the artwork.
  • Choose a secure dispatch method and retain any proof.
  • Keep in mind that you bear the risks associated with returning the package. So pack your package well and take pictures of the product and its packaging before handing it over to the carrier.
  • You have a legal obligation to take reasonable care of the Artwork while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
  • You will be responsible for the cost of returning the item to the Artist.

→ Refund in case of a safe return within 14 days:

As soon as the Artist receives the artwork in good condition, you will receive a full refund within fourteen days, via the same payment method as the one you used when placing the order. We are entitled to deduct any reduction in the value of the artwork from the refund.

B. Buying online as a non-EU consumer

√ you are a consumer outside Europe

If you are purchasing artwork as a consumer or private individual not based in the EU, you have no right to cancel a contract with us under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless your cancellation relates to a breach of contract by us.

In exceptional circumstances, we may extend the return policy, set out in Section A above, at our discretion. As refunds in this instance are at our discretion rather than set by law, we strongly advise all existing and prospective clients to make sure they are certain in their decision to buy an artwork prior to placing an order. If you are unsure of any details on the product, don’t hesitate to get in touch with our friendly team by email.

C. Buying online from a non-EU seller/artist

√ the seller/artist is not based in Europe

Creators Chambers showcases the artwork of international artists and craftsmen, based all over the world. When you purchase an artwork, there is a contract between you and the seller/artist. When the artist is based outside of Europe, you are importing goods into EU and the cooling-off period does not apply.

Your purchase is final and you have no right to cancel your order. For each artwork, you can find information about the artist and where he/she is based. Please, send our team your questions when you need more information before you decide to purchase.

In exceptional circumstances, we may extend the return policy, set out in Section A above, at our discretion. As refunds in this instance are at our discretion rather than set by law, we strongly advise all existing and prospective clients to make sure they are certain in their decision to buy an artwork prior to placing an order. If you are unsure of any details on the product, don’t hesitate to get in touch with our friendly team by email.

D. Purchases by a Business and Trade Buyers

√ businesses inside & outside Europe

If you are purchasing artwork as a business, whether you are a sole trader or multinational corporation, and regardless of your domain, you have no right to cancel a contract with us under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless your cancellation relates to a breach of contract by us.

In exceptional circumstances, we may extend the return policy set out in Section A above at our discretion. As refunds in this instance are at our discretion rather than set by law, we strongly advise all existing and prospective clients to make sure they are certain in their decision to buy an artwork prior to placing an order. If you are unsure of any details on the product, don’t hesitate to get in touch with our friendly team by email.

E. Breaches of Contract 

We have strict policies and internal controls in place to ensure that a breach in contract by us is rare, but we recognise that occasionally things do not go as planned. In such instances, we will work with you to resolve the matter in a timely and fair manner. 

You have the right to cancel a contract in the event of a breach of contract by us if certain conditions have been met – this includes the following:

Damage in transit

It is your responsibility to notify us by email if any damage has been caused to the packaging of an artwork whilst in transit within 5 days after receiving the package.

You must take photos of any damage to the packaging prior to opening, and forward to us – failure to do so may mean we are unable to agree to a refund. Where possible, request that the courier makes a note of the damage to support a subsequent claim by us. 

We will assess the photos and damage and advise on whether you should open the packaging. Subject to us agreeing that we are in breach of contract, we will advise you either to open the packaging and inspect the artwork or return the artwork to us in the current packaging. Please ensure return shipping is made within 30 days of our consent to a refund, and we shall issue a full refund within 14 days of taking delivery. 

Reporting damage on inspection of an artwork

If you haven’t made the decision to return the artwork prior to its arrival, please inspect the artwork and report any defects to us using clear photographs within 5 days of receiving the package.

We will assess the photos and damage, and subject to us agreeing that we are in breach of contract, we will instruct you to return the artwork to us. Please ensure return shipping is made within 30 days of our consent to a refund, and we shall issue a full refund within 14 days of taking delivery. 

Artwork doesn’t match specification

If you have reason to believe that the artwork specification, including condition, was not accurate at the time of ordering from us, please contact us in writing as soon as possible. Clearly state your reasons for your concern, and we will endeavour to get back to you as soon as possible.

We will assess your concerns and respond in a timely manner. Subject to us agreeing that we are in breach of contract, we will instruct you to return the artwork to us. Please ensure return shipping is made within 30 days of our consent to a refund, and we shall issue a full refund within 14 days of taking delivery. 

F. Refund Amount & Considerations

Refund amount if you change your mind during cooling-off period

If you have changed your mind about keeping an artwork and you have the right to return an artwork to us, subject to receiving the artwork back in the condition that it was sent to you, we will issue a refund for the price paid for the artwork (or the ‘net sale price’), excluding any disbursements and shipping costs.

This means that you will be responsible for any packing and shipping costs from us to you following your purchase, and also any associated costs to get the artwork back to us following your decision to cancel the contract.

It is therefore very important that you notify us in writing as soon as possible if you have changed your mind because once we’ve shipped the artwork, you will become liable for all return packaging, insurance, and shipping costs. You will be responsible for the cost of returning the item to the Artist.

Refund Amount if we are in Breach of Contract

If we are in breach of contract, we will issue a full refund for the Total Cost, including return shipping costs if paid by you. This means that we will refund the price paid for the artwork (or the ‘net sale price’), including any disbursements and shipping costs.

We will pay for any additional packing and shipping costs in respect to you sending the artwork back to us.

Considerations

The refund amount set out above is subject to us receiving the artwork back in the same condition that it left the Artist, or as reported by you in the event of damage in transit.

We reserve the right to reduce the amount of refund in the event of any damage, or any other changes or events that serve to lower the value of the artwork, caused by you or the return shipping if organised by you. Under no circumstances will we refund an amount more than the net sales price of an artwork (excluding shipping and disbursements).

We will issue the refund within 14 days of us taking delivery of the returned artwork. Please note, under our anti-money laundering obligations, refunds can only be paid back into the account used to make the purchase.

G. Our contact details

If you wish to contact us, either prior to placing an order or in relation to a purchase from us, please do so in via email.

Creators Chambers

visibility for creators

Creators Chambers offers creators an extra channel to enhance their online visibility. Do you need help improving your online presence or want to be featured by Creators Chambers? Send Hélène Mulder a message.

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