Returns Policy

At ReinozArt we want you to be happy with your purchase. This policy applies to consumers, in accordance with Royal Legislative Decree 1/2007 (TRLGDCU).

1. Withdrawal Period

For distance purchases (through the website, by email or by messaging) you have 14 calendar days from receipt of the order to exercise your right of withdrawal, without giving any reason (Art. 102 TRLGDCU). Purchases made at the studio carry no statutory right of withdrawal; they are covered by section 4.

2. Condition of the Product

During the withdrawal period you may handle the product only as needed to establish its nature and characteristics, as you would in a shop. You are liable for any loss of value resulting from other handling, and that amount will be deducted from the refund (Art. 108 TRLGDCU).

Please return the product in its original packaging or with equivalent protection. Damage caused by insufficient packaging during the return is treated as loss of value.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases (Art. 103 TRLGDCU):

• Works made to measure or personalised to the customer's specifications (commissions, portraits, tattoo designs)
• Goods liable to deteriorate or expire rapidly
• Courses, workshops, birthday parties and other leisure activities provided on a specific date, time or period

4. Fine Art and Drawing Materials

Art materials that have been opened or used cannot be resold, so:

• Purchases at the studio: we accept returns within 14 calendar days of purchase only if the product is unopened and unused, in its original wrapping, seal or box and in perfect condition, with the invoice or the proof of payment. We do not accept materials that have been opened, unsealed, repackaged, handled or used.
• Distance purchases: the statutory right of withdrawal in sections 1 and 2 applies. If the material is returned opened, unsealed or used (for example, opened tubes or jars or used brushes), its loss of value may amount to the full price of the product, which will be deducted from the refund.

5. Classes, Courses and Workshops

Classes and workshops are non-refundable once paid, except where cancelled by ReinozArt. Monthly course fees can be cancelled at any time with effect from the next period, as explained in the Terms and Conditions.

The conditions in sections 4 and 5 are the same as those printed on the proof of payment and are without prejudice to the rights consumers have by law, in particular the statutory conformity warranty.

6. Withdrawal Procedure

To exercise your right of withdrawal, notify us in writing through:

• Email: reine@reinoz.art

You can also use the following model withdrawal form:

Once we receive your notice, we will tell you how to return the product. You must return the goods without undue delay and in any event within 14 calendar days of telling us of your decision to withdraw.

7. Return Costs

The direct cost of returning the goods is borne by the consumer (Art. 108 TRLGDCU), unless the product is defective or incorrect, in which case ReinozArt will bear it. Original works must be sent well protected, using a tracked shipping service.

8. Refund

We will refund the amounts paid, including standard delivery costs, within 14 calendar days of being told of your decision to withdraw. We may withhold the refund until we have received the product or you have provided proof of having sent it, whichever is earlier. Any loss of value under sections 2 and 4 will be deducted from the refund. The refund will be made using the same payment method used for the purchase.

9. Defective or Incorrect Products

If you receive a product that is defective, damaged in transit or not what you ordered, contact us as soon as possible, with photographs of the product and the packaging. In these cases:

• Return costs will be borne by ReinozArt
• We will repair or replace the product and, where that is not possible (for example, a unique original work), reduce the price or give a full refund
• The statutory conformity warranty (2 years from delivery, under the TRLGDCU) is independent of and compatible with this policy

10. Contact

For any question about returns, write to us at reine@reinoz.art.