Informativa sui rimborsi

RETURNS & REFUND POLICY — STUDIO EVERART

Last updated: March 2026

⚠️ This document forms part of Studio Everart's Terms of Service and must be read in conjunction with it. It has been drafted to comply with Italian and EU consumer law (D.Lgs. 206/2005, Directive 2011/83/EU, D.Lgs. 170/2021) while protecting the legitimate commercial interests of Studio Everart. Professional legal review is recommended before publication.

1. SCOPE AND HOW TO CONTACT US

This Returns & Refund Policy applies to all purchases made through the Studio Everart online store.

All return requests, refund claims, defect reports, and replacement requests must be submitted exclusively through our official channel:

📧 info@studioeverart.com

Requests submitted via social media, direct messages, third-party platforms, or any channel other than the above email address will not be accepted or processed. Studio Everart is not liable for requests that are not formally submitted to the official email address.

Please include in your email:

Your order number
A clear description of your request
Photographic evidence where applicable (required for damage and defect claims)

2. YOUR OBLIGATION TO INSPECT UPON DELIVERY

Upon receiving your order, you are required to:

Inspect the outer packaging for visible signs of damage, crushing, or tampering before signing the carrier's delivery document;
If external damage is visible, write "consegnato con riserva" / "received with reservation" on the delivery document before signing — or refuse delivery entirely;
Open the package and verify that the contents match your order and are free from defects within 48 hours of delivery;
Contact us immediately at info@studioeverart.com with photographic evidence if any damage or discrepancy is found.

By signing the carrier's delivery document without reservation, you confirm that the outer packaging was received in apparently good condition. Transit damage claims not noted on the delivery document and/or reported after 48 hours from delivery may be limited or declined.

Studio Everart will remind you of this inspection obligation in the shipping confirmation email for every order.

3. REPORTING DAMAGED OR DEFECTIVE PRODUCTS

All claims must be submitted to info@studioeverart.com within the timeframes below:

Issue type	Reporting deadline	Required documentation
Visible external packaging damage	Within 48 hours of delivery	Photos of outer packaging + carrier note with reservation
Internal damage not visible externally	Within 5 calendar days of delivery	Photos of: outer packaging, inner packaging, damaged product (multiple angles)
Manufacturing defect	Within the 2-year legal guarantee period	Photos/video of defect + proof of purchase

Claims submitted without photographic evidence will not be processed.

4. TRANSIT DAMAGE — CARRIER LIABILITY

Where damage is attributable to the carrier, Studio Everart will support you in filing a claim with the shipping carrier and, where applicable, will arrange for the applicable remedy under Section 6 or Section 7 of this Policy.

To preserve rights against the carrier, damage must be noted on the delivery document at the time of delivery, and photographic evidence provided to Studio Everart within 48 hours.

5. RIGHT OF WITHDRAWAL — CONDITIONS AND REIMBURSEMENT

5.1 General Rule

Consumers may withdraw from the purchase contract within 14 (fourteen) calendar days of physical receipt of the goods, without providing any reason, pursuant to Arts. 52–58 of D.Lgs. 206/2005.

Withdrawal must be communicated exclusively by email to info@studioeverart.com, using the model form in the Terms of Service or any clear written statement, before the 14-day period expires.

5.2 Mandatory Return Conditions

To be eligible for reimbursement, returned goods must meet all of the following conditions:

The product is intact and in the same condition as when received;
All original packaging is present and undamaged;
All included accessories are present (certificate of authenticity, cards, booklets, etc.);
No warranty seals, authenticity labels, or hang tags have been removed or damaged;
The product has not been displayed, used, or handled beyond what is necessary to assess its nature and characteristics.

5.3 Reimbursement Scale for Voluntary Returns (Recesso)

Pursuant to Art. 57(2) of D.Lgs. 206/2005, reimbursement may be reduced to reflect the diminished value of the returned product caused by handling beyond normal inspection. For Studio Everart products — which are numbered, limited-edition artworks and collectibles — the following scale applies:

Condition of returned product	Reimbursement
Perfect condition — all packaging, accessories, and seals intact	80% of original price*
Minor handling marks on product or packaging	65–75% (Studio Everart's assessment)
Original packaging damaged or missing	50–65% (Studio Everart's assessment)
Product shows signs of display or use beyond inspection	35–50% (Studio Everart's assessment)
Product structurally damaged or altered by Buyer	0–35% (Studio Everart's assessment)
Accessories or certificate of authenticity missing	Additional deduction of replacement cost per item

*Why 80% as the maximum for voluntary returns? Studio Everart products are numbered limited-edition works. Once a numbered piece leaves the original sale context — even if returned in perfect condition — its status as a "first-sale, original-owner" item is permanently altered, directly reducing its market and collectible value. This 20% reduction reflects that documented and quantifiable loss of value, consistent with Art. 57(2) D.Lgs. 206/2005. This reduction applies exclusively to voluntary returns (recesso) and does not apply to claims under the legal guarantee of conformity (see Section 6).

5.4 Return Shipping Costs — Voluntary Returns

For voluntary returns (recesso), the direct cost of returning goods is borne by the Buyer. We recommend using a tracked and insured shipping service. Studio Everart is not liable for goods lost or damaged in return transit.

6. LEGAL GUARANTEE OF CONFORMITY — DEFECTIVE PRODUCTS

6.1 Coverage

All products are covered by the 2-year legal guarantee of conformity pursuant to Arts. 128–135 of D.Lgs. 206/2005 (as amended by D.Lgs. 170/2021). This is a mandatory right and cannot be waived or limited by contract.

6.2 How to Make a Claim

All claims must be submitted to info@studioeverart.com with:

Order number and proof of purchase;
Clear photographs or video evidence of the defect from multiple angles.

6.3 Remedies and Timelines

Where a defect of conformity is confirmed, the Buyer is entitled to the following remedies, applied in the order set out below:

Primary Remedy: Repair or Replacement

Studio Everart will repair or replace the defective product free of charge.

Given the nature of Studio Everart's products — which are limited-edition, numbered artworks and collectibles sourced from specialist manufacturers — the timeframe for repair or replacement may range from 3 (three) to 6 (six) months from the date the defective product is received by Studio Everart. This extended timeframe reflects the genuine production and sourcing constraints inherent to limited-edition collectible items, including:

Production lead times from licensed manufacturers;
Limited availability of replacement pieces;
International sourcing requirements.

Studio Everart will:

Confirm receipt of the defective product within 5 working days;
Provide a written estimate of the expected timeframe within 10 working days;
Keep the Buyer informed of progress at least every 30 days;
Complete the repair or replacement within 6 months at the absolute maximum, except in cases of documented force majeure.

Where the timeframe provided by Studio Everart exceeds what the Buyer considers reasonable, the Buyer retains the right to escalate to a secondary remedy as described below, in accordance with applicable law.

Note: The extended 3–6 month timeframe applies only where repair or replacement is genuinely constrained by production or sourcing. Where a replacement piece is readily available, Studio Everart will proceed without delay.

Shipping Costs for Guarantee Repairs and Replacements

In accordance with Art. 130(6) of D.Lgs. 206/2005, all shipping and handling costs associated with returning a defective product and delivering a repaired or replaced item are borne entirely by Studio Everart for confirmed guarantee claims.

Studio Everart will provide a prepaid return shipping label or arrange collection upon confirmation of the defect.

Secondary Remedy: Price Reduction or Full Refund

Where:

Repair or replacement is objectively impossible;
The repair or replacement cannot be completed within the maximum 6-month timeframe;
A previous repair or replacement has resulted in further significant inconvenience to the Buyer;

the Buyer may request either a proportionate reduction of the price or a full refund of the amount paid, pursuant to Art. 135-bis of D.Lgs. 206/2005.

A full refund (100%) applies in these secondary remedy cases. The 80% reimbursement cap described in Section 5.3 does not apply to legal guarantee claims — it applies exclusively to voluntary returns (recesso).

7. EXCEPTIONS — NON-RETURNABLE PRODUCTS

The right of withdrawal does not apply to:

7.1 Clearly Personalised and Custom-Made Products

In accordance with Art. 59(1)(c) of D.Lgs. 206/2005, the right of withdrawal is excluded for goods made to the Buyer's specific instructions or clearly personalised, including:

Works executed on commission;
Products with personalised engravings, inscriptions, or dedications;
Products produced with a custom combination of elements specified by the Buyer;
Items where a specific number or attribute was selected by or assigned to the Buyer.

These products will be clearly identified at checkout with a mandatory acknowledgement checkbox. The exclusion of the right of withdrawal will be confirmed in the order confirmation email.

Important: The legal guarantee of conformity (2-year cover for defects) still applies in full to personalised products. The exclusion of the right of withdrawal does not affect defect claims.

7.2 Other Statutory Exceptions

The right of withdrawal also does not apply to:

Goods liable to deteriorate or expire rapidly;
Sealed goods not suitable for return on hygiene grounds, where the seal has been broken after delivery.

8. PRE-ORDER DEPOSIT — CAPARRA CONFIRMATORIA

The Deposit paid at the time of a Pre-Order constitutes a caparra confirmatoria ai sensi dell'Art. 1385 del Codice Civile italiano. Upon completion of the purchase, the Deposit is deducted from the total price. The consequences of non-performance are governed by Art. 1385(2) c.c. as set out below.

Important: The Product is dispatched only upon receipt of full payment of the remaining balance (saldo). No shipment will occur prior to confirmation of full payment, regardless of the availability status of the Product.

8.0 What Happens If You Change Your Mind After Paying the Deposit?

The outcome depends on when you decide to cancel.

Before we notify you that the product is available (Section 8.1): You can cancel and we will refund 80% of your Deposit. We retain 20% as a non-refundable booking fee to cover the administrative and reservation costs already incurred.

Example: deposit paid = €150 → you receive back €120, we retain €30.

After we notify you that the product is available but you do not pay the balance (Section 8.2): At this stage, the product has been produced and reserved exclusively for you. If you do not pay the remaining balance within 90 days, this constitutes a contractual default. As the Deposit is a caparra confirmatoria under Art. 1385 c.c., Studio Everart is entitled to retain the full Deposit — no refund is due.

Example: deposit paid = €150 → full €150 is retained.

Please note: The statutory right of withdrawal (14-day recesso) under Italian consumer law applies from the moment you physically receive the goods. Since the product is only dispatched upon full payment, the right of withdrawal has not yet been triggered in either of the above scenarios — they are governed exclusively by the caparra confirmatoria rules.

8.1 Cancellation by Buyer Before Availability Notification

If the Buyer cancels a Pre-Order before Studio Everart notifies them that the product is available:

Studio Everart retains a non-refundable Booking Fee of 20% of the Deposit, covering documented administrative and reservation costs;
The remaining 80% of the Deposit is reimbursed within 14 calendar days of the cancellation notice.

8.2 Non-Completion After Availability — Buyer Default

If the Buyer fails to pay the remaining balance (saldo) within 90 calendar days of the availability notification, this constitutes a contractual default (inadempimento) by the Buyer. Pursuant to Art. 1385(2) c.c., Studio Everart shall have the right to:

Withdraw from the contract;
Retain the full Deposit as caparra confirmatoria;
Re-list the product.

This right of retention is automatic and does not require a court order. Studio Everart will send a courtesy reminder before the 90-day deadline expires.

8.3 Seller Unable to Fulfil — Seller Default

If Studio Everart fails to fulfil the Pre-Order for reasons attributable to it, the Buyer shall be entitled to withdraw from the contract and receive double the Deposit paid within 14 calendar days, pursuant to Art. 1385(2) c.c.

Where non-fulfilment is due to force majeure or circumstances beyond Studio Everart's control, the Buyer shall be entitled to a full refund of the Deposit only (not double), within 14 calendar days.

8.4 Personalised Pre-Orders

For pre-orders of clearly personalised products (Section 7.1), the Deposit is non-refundable in full upon cancellation by the Buyer at any stage, as the product is made to the Buyer's specific instructions and cannot be resold.

9. PACKAGING — WHAT IS NOT COVERED

9.1 Outer Shipping Carton (Brown Box)

The outer shipping carton is used solely to protect the product during transit. It is not part of the collectible and is not covered by return or replacement policies. Minor dents, scuffs, or wear on the brown box resulting from transit are not grounds for a claim.

9.2 Graphic Art Box (Colour Box)

Studio Everart has a very limited number of replacement art boxes. Replacement is reserved for cases of severe damage (large holes, crushed sides, deep tears, water damage). Light box stress such as minor bends, creases, or dented corners sustained during transit does not qualify for a replacement art box.

9.3 Internal Packaging

Internal packaging materials (foam inserts, plastic trays, tissue, etc.) are protective components for transit only and are not eligible for replacement.

9.4 Replacement Parts

As nearly all Studio Everart products are limited-edition collectibles, any replacement components are also limited in availability. Studio Everart does not sell replacement or additional parts separately. Where a part replacement is offered as a remedy under the legal guarantee (Section 6), this is subject to stock availability and component interchangeability.

10. RETURN PACKAGING — IMPROPER REPACKING FEE

When returning any item, the Buyer must use the original packaging (product box, internal foam/tray, art box, and outer shipping carton). If the original outer carton cannot be used, a comparable box of appropriate size must be used, with the item secured properly inside.

Items that arrive back at Studio Everart with excessive damage attributable to improper repacking by the Buyer may be subject to an additional deduction of up to 10% of the product price from any applicable refund. Studio Everart will notify the Buyer before applying this deduction and provide photographic evidence of the repacking damage.

If you need guidance on how to pack your item correctly, contact us at info@studioeverart.com before shipping.

11. GIFT PURCHASES

If you received a Studio Everart product as a gift, any return, exchange, or defect claim must be initiated by the original purchaser, not the gift recipient. The original purchaser must contact us at info@studioeverart.com, provide the original order number, and may submit photos or videos on the recipient's behalf. Studio Everart will work to resolve the matter to the satisfaction of both parties.

12. LOST OR UNDELIVERED PARCELS

If your order has not been delivered and tracking shows no update or confirms a loss, please contact us at info@studioeverart.com within 30 calendar days of the expected delivery date.

Upon receiving your report, Studio Everart will open an investigation with the shipping carrier. We will keep you updated throughout the process. If the carrier is unable to locate the parcel or confirm delivery, Studio Everart will arrange a replacement (subject to stock availability) or a full refund within 14 calendar days of the carrier's final confirmation.

Orders reported as not delivered more than 90 days after the shipment date are not eligible for replacement or refund. We recommend monitoring your tracking information closely once your order has been dispatched.

13. EDITION NUMBER ON EXCHANGE

Studio Everart will make reasonable efforts to provide the same edition number on an exchange where the Buyer specifically requests it. However, we cannot guarantee the same edition number will be available, as replacement stock is limited by the nature of numbered collectibles.

14. REFUND PROCESSING

All refunds are processed using the same payment method as the original transaction. No fees are charged.

Refund type	Amount	Timeframe
Voluntary return (recesso) — perfect condition	80% of original price	Within 14 days of receipt of returned goods
Voluntary return (recesso) — diminished condition	0–75% (assessed)	Within 14 days of receipt
Legal guarantee — confirmed defect, secondary remedy	100%	Within 14 days of confirmation
Pre-order cancellation by buyer (before availability)	80% of Deposit	Within 14 days of cancellation
Pre-order — buyer default (non-payment of saldo)	0% — full Deposit retained (caparra confirmatoria, Art. 1385 c.c.)	—
Pre-order — seller default	200% of Deposit (double)	Within 14 days of notification
Pre-order — seller unable to fulfil (force majeure)	100% of Deposit	Within 14 days of notification

15. CONTACT

All requests must be submitted exclusively to: