If something is not right, contact contact@terravaart.com with your order number. We will explain the next steps clearly.
Changing your mind
For eligible online purchases, you can notify us of withdrawal within 14 days after receiving the goods, then return them within 14 days of that notification. You do not need to give a reason. A clear email or written statement is sufficient; you can also use the withdrawal form below.
Standard options and personalisation
Making an artwork after an order is placed does not automatically remove withdrawal rights. Choosing one of our standard sizes or finishes is not treated as bespoke personalisation by itself. Any applicable exception for a genuinely customised commission must be explained before that order is placed.
Returning an artwork
Contact us for the return destination and packing instructions. Pack the artwork securely to protect its surface and frame. You may examine the work as needed to assess it; handling beyond this can result in a deduction for loss of value. Original packaging is helpful, but equivalent protective packaging may be used.
For a change-of-mind return, you bear the direct return transport cost unless otherwise agreed. Large framed works may require specialist transport; ask us for a return estimate before purchasing. Keep your dispatch receipt and tracking reference.
Refunds
For a valid withdrawal, we refund the purchase and eligible standard outbound delivery charges within 14 days of receiving notice. We may withhold repayment until we receive the artwork or evidence of return, whichever comes first. Refunds use the original payment method unless agreed otherwise, without a refund fee.
Damage, faults or the wrong item
Email photographs of the artwork, packaging and shipping label, together with the order number. We will assess the issue and arrange the appropriate remedy. You do not bear return costs for a confirmed non-conforming item. This policy does not limit legal guarantees.
Withdrawal form
To: TERRAVA ART, 3 rue du Coteau, 69330 Jonage, France; contact@terravaart.com.
I give notice that I withdraw from the sale of the following goods:
Order number:
Artwork:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only for a paper form):
