Refund policy

General Return Policy

Luana Sallustio does not offer voluntary returns or exchanges for change of mind, an incorrect product choice or personal preference, except where a statutory right of withdrawal or another mandatory consumer right applies.

This policy covers original artworks, fine art paper prints, canvas prints, limited edition prints, sticker packs and other merchandise, whether fulfilled through Gelato or shipped from my studio.

For purchases governed by Swiss law, no voluntary change-of-mind return or exchange right is offered.

Statutory Right of Withdrawal

Where EU or UK consumer law applies to your purchase, you generally have the right to withdraw from an eligible online purchase without giving a reason. The withdrawal period ends 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receive the goods. If multiple goods from one order are delivered separately, the period runs from receipt of the last item.

To exercise this right, send a clear statement of your decision to withdraw to info@luanasallustio.com before the withdrawal period expires. Including your name and order number helps identify your purchase. You may use the model withdrawal form below, but this is not obligatory. You may also send a withdrawal notice by post to the business address shown in that form.

You can also exercise your right online at [INSERT THE LINK OR LOCATION OF YOUR ONLINE WITHDRAWAL FUNCTION]. When you use this function, you will receive an email acknowledgement containing your withdrawal statement and the date and time of submission without undue delay.

Please email me for return instructions and the correct return address. Do not send items directly to Gelato or its production partners. Exercising your statutory withdrawal right does not require prior approval.

Unless I have offered to collect the goods, you must send them back without undue delay and no later than 14 calendar days after notifying me of your withdrawal.

Refunds Following Withdrawal

For an eligible withdrawal, payments will be reimbursed without undue delay and within 14 calendar days of receiving your withdrawal notice. I may withhold reimbursement until the goods have been received back or you provide evidence that they have been sent back, whichever occurs first.

If you withdraw from the entire order, the refund includes the cost of the least expensive standard delivery option offered for that order. Additional charges for a more expensive delivery method are not reimbursed.

Refunds are made using the original payment method unless otherwise expressly agreed, without a refund processing fee.

You are responsible for the direct cost of returning goods that can normally be returned by post. For goods requiring specialist transport, you will only bear return costs if the required cost information was disclosed before purchase; otherwise, I will bear those costs.

You may be responsible for a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, to the extent permitted by applicable law.

Personalised and Commissioned Items

Where permitted by applicable law, the statutory right of withdrawal does not apply to goods made to your individual specifications or clearly personalised, such as a portrait commissioned to your specific brief.

An item is not automatically exempt simply because it is printed after ordering, is a limited edition or is a unique existing artwork. Standard products remain subject to any applicable statutory withdrawal rights.

Personalisation does not remove your rights concerning damaged, defective or incorrect goods.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective or incorrect, please email info@luanasallustio.com as soon as possible, ideally within 48 hours of delivery, with:

  • Your name and order number.

  • A description of the issue.

  • Clear photographs of the item and its outer and inner packaging, where possible.

Please retain the item and packaging while the issue is investigated. I will coordinate with the relevant production partner or carrier and arrange an appropriate remedy, such as repair, replacement, a price reduction or refund, as required by applicable law. For original artworks, an identical replacement may not be available.

Where a return is necessary because the item is damaged, defective or incorrect, I will cover the applicable return shipping costs.

The requested 48-hour reporting timeframe assists with investigation and shipping claims; it does not limit statutory rights. If a defect becomes apparent later, please contact me promptly after discovering it.

Voluntary Order Cancellations

If you wish to request a cancellation, email info@luanasallustio.com as soon as possible and within 24 hours of purchase, quoting your order number.

A voluntary cancellation with a full refund is available if your request is received within that period and the order has not entered production or been dispatched. Gelato orders may enter production shortly after purchase, so cancellation cannot be guaranteed even within the first 24 hours.

This voluntary cancellation procedure does not restrict any applicable statutory withdrawal or other consumer rights.

Incorrect Addresses and Reshipment

Please check your delivery details before ordering. If a parcel is returned because you supplied an incorrect or incomplete address, additional reshipment costs may apply where permitted by law. Any such costs will be confirmed with you before the item is resent.

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from an eligible purchase. You may also send another clear statement of withdrawal.

To: Luana Sallustio
Business postal address: [INSERT YOUR FULL PUBLIC BUSINESS POSTAL ADDRESS]
Email: info@luanasallustio.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Goods:

  • Order number (optional):

  • Ordered on:

  • Received on:

  • Customer name:

  • Customer address:

  • Date:

  • Signature (only if submitted on paper):

Delete whichever of “I/We” and “my/our” does not apply.

Contact

For cancellation, withdrawal or return enquiries, please email info@luanasallustio.com.

Nothing in this policy limits your mandatory statutory consumer rights.