Refund policy

RETURNS & REFUND POLICY — STUDIO EVERART

Last updated: October 2026

This document forms part of Studio Everart's Terms of Service and must be read together with them. It follows Italian and EU consumer law (D.Lgs. 206/2005, Directive 2011/83/EU, D.Lgs. 170/2021). Nothing in it limits your statutory consumer rights.

1. SCOPE AND HOW TO CONTACT US

This policy applies to all purchases made through the Studio Everart online store. Pre-orders are also covered by our Pre-Order & Cancellation Policy.

Please send every return, refund, damage, defect or replacement request to info@studioeverart.com, so that we can keep a complete record and follow your case. Please include:

Your order number
A clear description of your request
Photos where applicable (needed for damage and defect claims)

2. WHEN YOUR PARCEL ARRIVES

Check the outer packaging for visible damage, crushing or tampering before signing the courier's delivery document;
If you see external damage, write "received with reservation" on the delivery document before signing, or refuse the delivery;
Open the package and check that the contents match your order and are intact, within 48 hours of delivery;
If anything is damaged or wrong, follow Section 3.

Noting damage on the delivery document and reporting it quickly helps us win the claim against the courier. Late reporting does not remove your statutory rights.

3. DAMAGE IN TRANSIT

Damage that occurs before delivery is Studio Everart's responsibility.

Please report it within 48 hours of delivery by email to info@studioeverart.com, with photos of:

the broken part (close-up);
the whole statue;
the outer box;
the polystyrene (foam) and all the packaging.

We need these photos to open the claim with the courier.

Each case is assessed by our staff. Depending on the damage, the options include:

replacement of small detachable parts;
full replacement of the statue, where the damage is irreparable;
a refund.

Where appropriate, we may also offer compensation.

Replacement times depend on production when the part or item is not in stock. We cannot commit to a fixed timing, but we will keep you informed.

Not covered by this Section: damage caused after delivery (for example while opening, assembling, handling the statue, or falls).

Return shipping costs for replacements are paid by the customer. For heavy shipments our staff is open to agreeing easier arrangements: just ask.

This Section never limits your statutory rights described in Sections 4 and 5.

4. RIGHT OF WITHDRAWAL

4.1 Your 14 days

You may withdraw from the purchase contract within 14 calendar days from the delivery of the goods, without giving any reason (Arts. 52–58 D.Lgs. 206/2005). Tell us by email to info@studioeverart.com (a clear written statement is enough) before the 14 days expire, then send the goods back within 14 days of telling us. The limited-edition status of a product does not affect this right.

4.2 Returning the goods

Please return the product with its original packaging (product box, internal protection and outer carton, or a comparable box) and all accessories. If you need packing guidance, write to us before shipping. We recommend a tracked and insured service.

4.3 Return shipping costs

The cost of returning the goods is paid by the customer. For heavy shipments, our staff is open to agreeing easier arrangements.

4.4 Refund

We refund the price paid, including the cost of the standard initial delivery as required by law, within 14 days of receiving the returned goods (or of proof that you have sent them back). Refunds are made with the original payment method, free of charge.

By law, the refund may be reduced only if the value of the goods has diminished because you handled them beyond what is necessary to establish their nature and characteristics (Art. 57(2) D.Lgs. 206/2005). In that case we will explain it and show you photos.

5. LEGAL GUARANTEE OF CONFORMITY (2 YEARS)

All products are covered by the 2-year legal guarantee of conformity (Arts. 128–135 D.Lgs. 206/2005, as amended by D.Lgs. 170/2021). It is a mandatory right: nothing in our policies limits it, and it applies equally to limited-edition and personalised products.

To make a claim, write to info@studioeverart.com with your order number and photos or a video of the defect. We will confirm receipt and keep you updated.

Examples of defects (not an exhaustive list): painting errors, deformation of the piece, parts that cannot be fitted or assembled. Each case is assessed by our staff on the basis of the photos you send to info@studioeverart.com.

The remedy is free repair or replacement within a reasonable time and without significant inconvenience to you; return shipping for confirmed defects is at our expense, as required by law. If repair or replacement is impossible, disproportionate, not completed within a reasonable time, or causes you significant inconvenience, you may ask for a price reduction or a full refund (Art. 135-bis D.Lgs. 206/2005).

6. PERSONALISED PRODUCTS

Under Art. 59(1)(c) D.Lgs. 206/2005, the right of withdrawal does not apply to goods made to the Buyer's specific instructions or clearly personalised (for example commissioned works, custom engravings or dedications). These products are identified at checkout with an acknowledgement checkbox and in the order confirmation email.

The legal guarantee of conformity still applies in full to personalised products.

The right of withdrawal also does not apply to the other cases excluded by law (for example perishable goods, or sealed goods unsuitable for return on hygiene grounds once unsealed after delivery).

7. PRE-ORDERS

Pre-orders can be cancelled for a full refund until the order ships from the factory. After delivery, the 14-day right of withdrawal in Section 4 applies. Deposit, balance and timeline are described in the Pre-Order & Cancellation Policy. If the balance is not paid within 14 days of the balance request email (one reminder is sent) and the order is not cancelled, the order is cancelled and the deposit, with any shipping amount already paid, is retained as caparra confirmatoria (Art. 1385 of the Italian Civil Code).

8. PACKAGING

8.1 Outer shipping carton (brown box)

The outer carton protects the product in transit and is not part of the collectible. Minor dents or scuffs on it are not, by themselves, grounds for a replacement (but please photograph it if you report damage, see Section 3).

8.2 Graphic art box (colour box)

We have a very limited number of replacement art boxes. Replacement is reserved for severe damage (large holes, crushed sides, deep tears, water damage). Light stress such as minor bends, creases or dented corners does not qualify.

8.3 Internal packaging

Foam inserts, plastic trays and tissue are protective components for transit only and are not replaced on their own.

8.4 Replacement parts

Most Studio Everart products are limited editions, so replacement components are limited too, and we do not sell spare parts separately. When a part is replaced as a remedy, timing depends on production if the part is not in stock.

This Section does not limit your statutory rights.

9. GIFT PURCHASES

If you received a Studio Everart product as a gift, the request should be started by the original purchaser, who writes to info@studioeverart.com with the order number and may send photos or videos on the recipient's behalf. We will work to resolve the matter for both parties.

10. LOST OR UNDELIVERED PARCELS

If your order has not arrived and tracking shows no update or confirms a loss, write to info@studioeverart.com. We will open an investigation with the courier and keep you updated. If the courier cannot locate the parcel or confirm delivery, we will arrange a replacement (subject to production times) or a full refund within 14 days of the courier's final confirmation.

11. REFUND SUMMARY

All refunds use the original payment method. No fees are charged.

Situation	Refund	Timeframe
Pre-order cancelled before shipment from the factory	100% of the amount paid	Within 14 days of your request
Pre-order balance not paid within 14 days of the request, and no cancellation	Deposit and any shipping amount paid are retained as caparra confirmatoria (Art. 1385 Italian Civil Code)	Not applicable
Withdrawal after delivery	Price paid, including the standard initial delivery cost (return shipping paid by the customer)	Within 14 days of receiving the returned goods
Legal guarantee: refund as secondary remedy	100% of the price paid	Within 14 days of confirmation
Transit damage: refund chosen after staff assessment	Amount agreed with you	Within 14 days of the agreement
Lost parcel	100% of the amount paid	Within 14 days of the courier's final confirmation
Order we cannot fulfil	100% of the amount paid	Within 14 days of notification

12. CONTACT

All requests: info@studioeverart.com

Studio Everart Legal name: Everart Studio Demartino di De Martino Mario PEC: everartstudiodemartino@pec.it Address: Via Carlo Pezone 28 – 81030 – Parete (CE) – Italy VAT / P.IVA: IT04860810615