Refund policy

Returns and right of withdrawal

If you are purchasing as a consumer, you may withdraw from an eligible online purchase within 14 days after you, or a person you nominate other than the carrier, receives the goods, without giving a reason. If goods from one order are delivered separately, the period normally starts on delivery of the last item. For eligible orders from other destinations, we also offer a 14‐day return request period, without restricting more favourable mandatory local rights.

To tell us you wish to withdraw, email info@lorenzocaia.com with an unequivocal statement, your name, order number and the artwork concerned. You may write: “I withdraw from the purchase of [artwork/order number], received on [date]. Name: [name].” A customer account is not required to exercise your rights. Any online withdrawal function made available by the store may be used as an additional channel.

Send the artwork back without undue delay and in any case within 14 days of telling us you are withdrawing. Contact us for the relevant return address and shipping instructions. Contacting us before shipping helps identify and protect the artwork, but does not make the exercise of your statutory right conditional on approval. For a change‐of‐mind withdrawal, you generally pay the direct return shipping costs, unless mandatory law or an agreement provides otherwise.

Condition of the artwork

Please protect the print adequately during return transport; reuse the original protective packaging if available. You may inspect the artwork as you reasonably would in a shop. You may be liable for a reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. The absence of original packaging alone does not automatically remove a statutory right of withdrawal.

A standard print is not excluded from withdrawal solely because it is printed after an order is placed. Any exception for goods made to individual specifications or clearly personalised goods applies only where the law provides for it and the exception was communicated before purchase.

Reimbursement

Where a statutory withdrawal applies, we reimburse payments received for the returned goods, including the initial standard outbound delivery charge where required, by the original means of payment unless you expressly agree otherwise, and without a reimbursement fee. Additional amounts paid for premium delivery beyond the cheapest standard delivery offered need not be refunded. 

Reimbursement is made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold reimbursement until we receive the returned goods or you provide evidence of sending them, whichever is earlier, where permitted by law. Payment providers may take extra time to credit the amount.

Damage, defects and delivery problems

If a print arrives damaged, defective, incorrect or does not arrive, email info@lorenzocaia.com promptly. Photographs of the print, package and shipping label are helpful for documenting transit damage. Reporting after 48 hours does not automatically remove your statutory rights. These matters are handled separately from change‐of‐mind returns, and the remedies and costs follow applicable consumer law.

For EU consumers, the legal guarantee of conformity generally applies for two years from delivery, separately from the 14‐day right of withdrawal. Nothing in this policy limits mandatory consumer rights.

Order cancellation before dispatch

If you need to change or cancel an order before dispatch, contact info@lorenzocaia.com as soon as possible with the order number. A request cannot always be accommodated once preparation has started. Your statutory rights remain unaffected.

Last reviewed: 1 November 2026.