Refund policy
Refund & Returns Policy
I want every artwork you receive from Rafapasta to arrive in excellent condition. If something goes wrong, please contact me and I will work with you to resolve it fairly and as quickly as possible.
1. Damaged, defective or incorrect items
If your order arrives damaged, defective, misprinted, or different from what you ordered, please contact me as soon as possible and include clear photographs showing the issue.
Depending on the circumstances, the appropriate solution may include:
- a replacement;
- a repair, where appropriate;
- a price reduction; or
- a refund where required or appropriate.
Any remedy required by applicable consumer protection law will always be respected.
2. Replacements
When a replacement is approved, it will be provided at no additional cost to the customer.
A replacement is intended to correct the issue with the original item. Receiving a replacement does not automatically entitle the customer to keep every defective or replaced item if a later return or refund is requested.
Depending on the circumstances, I may ask that the original item, the replacement item, or both are returned. Please do not send any product back until return instructions have been provided.
If I confirm in writing that an item does not need to be returned, you may keep or dispose of it.
3. If a replacement also has a problem
If a replacement arrives damaged or defective, please contact me again with photographs of the issue. I will review the case and provide the remedy required under applicable law.
Where a refund is agreed or legally required after one or more physical products have already been supplied, I may require the products connected with the claim to be returned before the refund is completed, unless I expressly waive the return requirement or applicable law provides otherwise.
4. Refunds and return of products
A full refund does not normally mean that the customer may also retain the products supplied as part of the order or subsequent replacements.
Where a return is required, the refund may be held until:
- the returned products have been received; or
- acceptable proof of return has been provided.
If the return concerns a confirmed production defect, damage, or incorrect item, I will cover the reasonable return shipping costs where required by applicable law or where agreed in writing.
Refunds are issued to the original payment method unless otherwise required by law. Processing times after the refund is issued depend on your bank or payment provider.
5. Do not return items without contacting me first
Because my artworks may be produced by different professional printing partners depending on the destination, there is no single universal return address.
Please contact me before returning anything. Products sent to an unauthorised address may not be recoverable and may delay the resolution of your claim.
6. Change-of-mind returns
Unless applicable law provides otherwise, I do not offer a voluntary return or refund simply because a customer changes their mind about an artwork after purchase.
Customers who have a statutory right of withdrawal under applicable consumer law retain that right. Certain products made to the customer's specifications or clearly personalised may be excluded from statutory withdrawal rights where permitted by law.
7. Artwork characteristics
Minor differences in colour may occur between what is displayed on a screen and the final printed artwork because screens and printing processes reproduce colour differently. Such minor variations alone are not necessarily considered a production defect.
This does not affect claims relating to genuine printing errors, damage, defects, or products that materially differ from their description.
8. Abuse, duplicate compensation and multiple remedies
A customer may not obtain duplicate compensation for the same loss.
For example, where a full refund requires the return of supplied products, the customer cannot receive the full purchase price back while also retaining those products unless I expressly agree otherwise or applicable law requires it.
Previous replacements, refunds, credits or other remedies relating to the same order will be taken into account when resolving any subsequent claim, to the extent permitted by law.
9. Mandatory consumer rights
Nothing in this policy limits or excludes any mandatory rights that you may have under the consumer protection laws applicable to your purchase.
For consumers protected by Spanish or European Union consumer law, statutory rights relating to non-conforming goods and any applicable right of withdrawal remain unaffected by this policy.
10. Contact
For any problem with an order, please contact:
Email: info@rafapasta.art
WhatsApp (messages only): +34 610 861 923
Please include your order number, a description of the issue, and photographs where relevant.