In the event of a justified complaint for a defective, damaged, incorrectly delivered or non-conforming product, the necessary transport costs for returning to us and for sending the repaired or replacement product to the customer are at the expense of Art3Deco. The applicable solution — repair, replacement, price reduction or termination of the contract and refund — is determined in accordance with the consumer's legal rights.

For a claim, please send the order number and a description of the problem to contact@art3deco.com. Photos of the product and packaging help to identify the problem. This does not limit your legal rights and the permissible ways to file a claim.

If we are unable to fulfill your order within 7 days, excluding shipping time, you may request cancellation and a refund of the payment received. This does not limit your other statutory rights.

We provide an additional option to cancel the order, including for a personalized product, if we receive the request before production begins and before shipping. Send the order number immediately to contact@art3deco.com. In the event of cancellation under these conditions, we will refund the payment received for the order. After production has begun, this voluntary right to cancel a personalized product does not apply; rights in the event of defect or non-conformity remain reserved. For non-personalized products, the statutory right of withdrawal is not limited by the start of production.

If you are not satisfied with the design submitted for approval, please contact us before production begins. You can use the pre-production cancellation option described above.

Complaints are accepted within the applicable legal deadlines. Please report any visible transport damage as soon as possible; this does not reduce your legal rights.

Personalized products and right of withdrawal

In the event of an incorrect address on the part of the customer, please contact us immediately. Additional re-delivery costs caused by the incorrect address are at the expense of the customer, to the extent permitted by law. This does not exclude the statutory right of withdrawal, where applicable.

Personalized products and goods made to the individual requirements of the customer — for example, based on a personal photo, own file, name, inscription or individual design — are not subject to return due to a change of mind and the statutory 14-day withdrawal period without reason does not apply to them. This does not limit the rights in the event of a defect, non-conformity or incorrectly performed personalization. The production itself after receiving the order or the choice between standard catalog options does not automatically make the product personalized.

For non-personalized products, consumers in Bulgaria and other EU countries have the right to withdraw from the contract without giving any reason within 14 days of receiving the goods. Please notify us with a clear statement at contact@art3deco.com. Send the goods back no later than 14 days after notification of withdrawal.

All orders are shipped with a tracking number and delivery notice.

Return of parcels

When exercising the statutory right of withdrawal, we will refund the price paid for the returned goods and the costs of the original standard delivery, where required by applicable law. The direct costs of returning a non-defective product are at the customer's expense. We will not refund the surcharge for a more expensive delivery chosen instead of the cheapest standard delivery offered by the store.

The refund shall be made without undue delay and no later than 14 days after notification of the statutory withdrawal. We may withhold the refund until we have received the goods or proof of sending them back, whichever occurs first. We will use the original means of payment, unless expressly agreed otherwise, at no additional cost to the customer.

We will endeavour to respond to all queries as quickly as possible and help customers resolve any issues relating to refunds and returns.

Questions?

Return the products securely packaged. You are only liable for any diminished value resulting from handling other than what is necessary to establish their nature, characteristics and functioning. Write to us for return instructions; prior approval from the store is not a condition for exercising the statutory withdrawal.