REFUND POLICY
CUSTOM PRODUCTS & WITHDRAWAL
All prints sold on velluto.art are made to order, printed on Fine Art paper and framed by hand. These are personalized products created based on the customer’s specifications. For this reason, and in accordance with Article 59 of the Italian Consumer Code, the right of withdrawal does not apply.
We encourage you to carefully review all information before placing an order, as cancellations or returns are not possible once the purchase is confirmed.
DAMAGES OR PRODUCT ERRORS
If your order arrives damaged or if we made a mistake (e.g., incorrect frame or print), we will work to resolve the issue. You must report the problem within 3 days of delivery by writing to info@velluto.art and including clear photos of the damage or issue.
Once reviewed, we may offer a free replacement or, in rare cases, a partial or full refund.
COMMUNICATION & RESPONSE TIME
To ensure a quick resolution, all refund or issue requests must be submitted in writing. We respond within 48 business hours and provide detailed instructions for next steps.
Requests submitted after the deadline or without proper documentation will not be accepted.
Our goal is to ensure every client receives a piece that meets expectations and reflects the care we put into every detail.