Refund policy

This Refund Policy applies to all products purchased through https://www.sergioeceiza.com

Our Refund Policy is part of, and must be read in conjunction with, our Terms and Conditions and Privacy Policy. We reserve the right to change this Refund Policy at any time.

By making a purchase through the website you declare and agree to be bound by the conditions described below. Our Refund Policy does not affect your statutory rights.

IMPORTANT: Returns or refunds are only made once the product has arrived at its destination and has been received by the buyer. No returns are made for products that are in transit or that have not yet been delivered.

 

1. Non-Refundable Products.

Personalised artworks purchases are final and non-refundable, due to its unique nature. This artworks are custom made following customer requests and criteria.

 

2. Returns.

All products can be returned (except non-refundable products) if the customer is not satisfied with. We offer a money back guarantee for returned products (except non-refundable category) in the following 14 calendar days from order delivery date. Product return and money refund will not apply if 14 calendar days since order delivery date deadline is over.

In case of requesting product return within the established deadline (14 calendar days since order delivery date), returning costs of the product will be charged to the buyer.

 

3. Return Conditions.

  • To make a return, please send us your request via shop@sergioeceiza.com and you will receive instructions on how to return the product.
  • Customer’s full name.
  • Order number / reference.
  • Original invoice.
  • Items must be in their original condition (unmarked, unaltered, and undamaged).
  • Items must be properly, safety packed, in the original packaging if possible or in a similar packaging that guarantees the integrity of the returned products.
  • Return will be managed by SERGIO ECEIZA through its usual courier company. If the customer wishes to make the return by their own, customer will be responsible for any damage or incident that product may suffer during shipping, with the money refund being subject to the assessment of the damage carried out by SERGIO ECEIZA. This means that, depending on the damage observed in the returned product, money refund may be total, partial or even null.
  • Returning costs will be charged to the buyer.
  • SERGIO ECEIZA reserves the right to reject any return which do not comply with our Return Policy. Returns that do not fulfil our Return Policy may be shipped back to the client at their own cost.

 

4. Defective or Damaged Products.

If upon receiving the product (including custom artwork) it is found to be defective or damaged, we will proceed to exchange or fully refund your purchase.

  • To make a return of a defective or damaged product, please send us your request via shop@sergioeceiza.com and you will receive instructions on how to return the product.
  • Customer’s full name.
  • Order number / reference.
  • Photos and / or videos of product damage or defect.
  • If packaging is damaged, please note this when signing courier's delivery note ("damaged product / packaging in poor condition").

4.1. Original and/or Custom Artworks.

If an original and/or custom artwork is defective or damaged, SERGIO ECEIZA can not offer an exchange. In this case, we will proceed to a total purchase refund.

Product collection will be managed through the usual courier company. Return shipping costs will be paid by SERGIO ECEIZA.

4.2. Other Products.

In the case of defective or damaged products different to original and/or custom artworks, SERGIO ECEIZA offers an exchange for another identical item. If not possible, SERGIO ECEIZA will offer a similar item in terms of features and value. If the customer does not agree, a full purchase refund will be made.

Product collection will be managed through the usual courier company. Return shipping costs will be paid by SERGIO ECEIZA.

 

5. Refund Processing.

1 - Once your return has been received and accepted, your refund will be processed within 3-5 business days. You will receive a return confirmation email.

2 - Your refund will be completed via the original payment method and the return shipping costs will be deducted from your refund (except in cases where the order has arrived defective or damaged).

3 - If your return does not complain the listed conditions, package will be sent back to you at your expense.

 

6. Customer Communication.

In the case of custom artworks (commisions), SERGIO ECEIZA will email the customer. If there is no response, customer will be contacted again via SMS or WhatsApp. If there is no response after several attempts through these channels, after 60 calendar days from the last attempt, custom artwork will be properly stored, waiting for the customer's answer for the shipment.

In any case, the lack of communication on the customer's side will not constitute grounds for a money refund.