Refunds, Returns & Exchanges
Artworks may be returned or exchanged within 14 days of receipt. Cathy Savels will receive notification of when the artwork has been delivered and you must make contact within 14 days of that date. If an item arrives broken, please make contact within 48 hours of receipt with photos of all the packaging and content. All artworks are shipped with insurance and we need the photos to make the insurance claim. In the photos of the packaging, you must ensure that the label is also visible. A replacement will be sent to you. We may also ask you to return the broken piece at our expense.

When returning an artwork, where possible, use the same packaging and pack it in exactly the same way as it arrived with you. You must also ensure that any documentation is marked as ‘return of merchandise‘ to avoid Cathy Savels Art having to pay importation tax. There should be no Customs fees on returned items. If there is a Customs fee because the documentation has not been filled in correctly, the package will be refused and it will be returned to you.

If you have been charged an importation tax, you may be able to receive a refund from Customs in your country. You can do it under duty drawback procedures but you will need a letter from Cathy Savels Art confirming you can return the goods, a credit note and a copy of the original customs declaration and import documentation. Also the reason has to be that the goods were faulty in some way, NOT because you did not like it for any reason. Please keep all documentation in the event you need to do this.

Personalized and Bespoke Artworks
For personalized bespoke artwork, and if the item is not broken/faulty, returns or exchanges need to be agreed upon within 14 days of receipt. If it is deemed possible for us to resell a bespoke piece, then it may be possible to arrange a return and refund minus any shipping costs incurred. If the art is highly personalized, for example a custom color or unusual size, then a return and refund will not be possible. Please make contact if you have an issue and to discuss.

Pending safe return and inspection, a refund will be issued to you for the value of the item. In cases where the item is not faulty in any way and it is being returned for other reasons, for example color not as expected or you made an error regarding size, then, shipping fees are non-refundable. In this case, you are responsible for shipping charges to return the item back to us. We will accept perfect items only. You will need to insure returned artworks and have tracking in case it is damaged in the return transit.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 48 hours.

Broken/Faulty Items
In the rare occasions that your item arrives broken or faulty in some way, we will send you a replacement as soon as is possible. In order for that to happen, you need to send us photos of the broken item and packaging within 48 hours so that we can make an insurance claim. Please understand that we will need some time to make the replacement.

We may ask you to return the broken/faulty item back to us at our expense. You will need to use the same or equivalent courrier service as when the item arrived with you. The cost must be very similar to that paid to ship the item to you. If the return shipping costs vary greatly, these will not be paid. You can find the return address on the documentation included in your package. IMPORTANT: Customs documentation must be marked ‘return of merchandise’ to avoid importation tax by Cathy Savels Art. Once you have the return shipping label, please take a photo and send it to us so that we can refund the costs within 48 hours.

If importation tax is due because the parcel documentation was not marked ‘return of merchandise’, this will be refused and the parcel will return back to you.

Late or missing refunds
If you have not received your refund, then please check your Bank account again after 24 hours. It is possible that there is a delay in showing the credit. There may also be some processing time. If you still do not have it, please contact admin@cathysavels.com and we will look into the matter.

Sale items
Any artworks that are ‘on sale’ with discounted prices are not eligible for returns or exchanges. Please take care when placing your order.

For all exchanges but NOT including returns or replacements of faulty/broken items, the customer is responsible for all shipping costs. For example, if the color is not what you expected or you made an error with the size, then you can exchange the item with something else of the same value. Where the value is not the same, we will either send you an invoice for any balance due, or, we will credit your account with any overcharge.

Where an exchange has been agreed, we will need to receive the order back first in perfect condition before exchanging it with another. Please ensure that any returned goods are marked ‘returned merchandise’ to avoid Customs fees as outlined above in the ‘Broken/Faulty Items’ heading above. It is also important to have tracking and insure the package.

Gifts
It is not possible to mark packages as ‘Gifts’. Where applicable Customs & Excise requires that an exact value of the contents are declared. This is also vital in order to insure the package for its proper value in case something goes wrong. Please do not ask us to mark these items as ‘Gifts’ in order to avoid potential importation fees.

All import fees are legally the customer’s responsibility. For some countries there is either no importation tax or a reduced importation tax for original artwork. Please check before placing your order to be informed of your country’s importation fees. For orders to the US, original works of art with or without their frames are duty-free under Chapter 97 in the Harmonized Tariff Schedule (HTS). All Customs documentation will contain the correct tariff codes for original paintings and/or sculptures and will include a Declaration of Original Artwork (19CFR 10.48).

‘Original Artwork‘ are paintings created by the Artist and any mosaics covered by the annexed invoice and included in that invoice are originals; that any sculptures or statuary included in that invoice are the original works or models of 1 of the first 10 castings, replicas, or reproductions made from the sculptor’s original work or model; and that any etchings, engravings, woodcuts, lithographs, or prints made by other hand-transfer processes included in that invoice were printed by hand from hand-etched, hand-drawn, or hand-engraved plates, stones, or blocks.

All artworks on the Cathy Savels website are originals except for Prints. Prints are printed on demand and drop-shipped direct to the customer. This means that mostly, there are no import fees to pay as they will be printed in your country or a country nearest to yours.

Returns
Please look on the postal label and/or the documentation attached to your package for the return address or contact us.

You will be responsible for paying for your own shipping costs for returning your item (unless the items was faulty/broken). As soon as the item is received, we will let you know. At that time, provided the item is in perfect condition, we will issue you with a refund. If it is not received in perfect condition, we may still be able to refund partially if repairs can be done. If no repairs are possible, then no refund can be given. Please insure the return package for this potential situation.

Need More Help?

For further advice and/or help, please contact Admin here.