Refund policy
EU Customers
If you are a consumer residing in the European Union, you generally have the right to withdraw from this contract within 14 days from the day on which you, or a third party designated by you who is not the carrier, take physical possession of the goods.
Customers Outside the EU
For customers outside the European Union, applicable statutory consumer rights in your country of residence remain unaffected. The availability and scope of withdrawal or return rights may vary by country.
How to return an artwork?
To start a return, you must inform us:
Aurelia Astor
Attn: Barbara Köhler
Engerthstraße 249-253/17/14
1020 Vienna
Austria
by means of a clear statement, informing us of your decision to withdraw from the contract by including the following information:
I/We hereby withdraw from the contract for the purchase of the following goods: [order number or name of artwork]
Ordered on / received on: [dates]
Name of consumer: [name]
Address of consumer: [address]
Date: [date]
To be eligible for a return, your item must be in the same condition that you received it, without any creases in the paper, with certificate(s), and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that returns will need to be sent to the following address:
Aurelia Astor
Attn: Barbara Köhler
Engerthstraße 249-253/17/14
1020 Vienna
Austria
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments we have received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the day on which we receive your notification of withdrawal.
If you have chosen a delivery method other than the least expensive standard delivery offered by us, we are not required to reimburse the additional costs resulting from your choice.
We will use the same means of payment for the reimbursement as you used for the original transaction, unless expressly agreed otherwise.
We may withhold reimbursement until we have received the returned goods or until you have provided proof that you have sent the goods back, whichever occurs earlier.
You must return the goods to us without undue delay and no later than 14 days from the day on which you informed us of your withdrawal.
The deadline is met if you send the goods back before the 14-day period has expired.
You are responsible for the direct costs of returning the goods.
You are only liable for any diminished value of the goods if this results from handling the goods in a way that was not necessary to establish their nature, characteristics or functioning.
Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to goods made to the customer's specifications or clearly personalised, where the statutory requirements for this exception are met. This may include individually commissioned artworks or works created according to specific requirements.
The statutory right of withdrawal applies to consumers only. Orders placed by businesses or other commercial customers are excluded from this right.
Unfortunately, we cannot accept returns on sale items or gift cards.