Exchanges, Returns and Right of Withdrawal

General information

At ARTNUEVO, we want your order to arrive in good condition and for you to understand how to request a return, exchange or solution if a product arrives damaged or differs from what you ordered.
This policy applies exclusively to physical products sold through the ARTNUEVO online store. It does not restrict any consumer rights granted by applicable law.

1. Physical products: art, collectibles and decorative items

1.1. 14-Day Right of Withdrawal
If you make a purchase as a consumer through our online store, you generally have 14 calendar days to exercise your right of withdrawal without giving a reason, unless a legal exception applies. The period begins on the day you, or a person authorised by you other than the carrier, physically receive the product. If one order is delivered in several parcels, the period begins when the final parcel is received.

1.2. How to Request a Return
To exercise your right of withdrawal:
1. Email info@artnuevo.com within the 14-calendar-day period. Include your order number and identify the products you wish to return.
2. ARTNUEVO will confirm receipt of your request and provide return instructions.
3. Send the products back without undue delay and, in any event, within 14 calendar days from the date you notify us of your decision to withdraw.
You may also use the withdrawal form at the end of this policy. Using the form is not mandatory; you may notify us through any other unequivocal statement.

1.3. Product Condition
You may examine the products to the extent necessary to establish their nature, characteristics and functioning, in the same way you would be able to do in a physical shop. If a product has been used, handled or damaged beyond what is necessary for such examination, ARTNUEVO may, where legally permitted, claim compensation for the resulting reduction in value. Products should be returned with their original accessories and components where possible. We recommend using suitable packaging to prevent damage during transit. Opening the packaging does not automatically remove your right of withdrawal. Any reduction in the refund must comply with applicable law and the circumstances of the case.

1.4. Return Shipping Costs
When the right of withdrawal is exercised, the customer is responsible for the direct cost of returning the product, provided ARTNUEVO informed the customer of this condition in advance. If a product arrives defective, damaged in transit or different from the item ordered, the conditions in Section 4 and the applicable law will apply.

1.5. Refunds
Where a withdrawal is valid, ARTNUEVO will reimburse the payments received for the returned products, including the initial delivery costs corresponding to the least expensive standard delivery option offered. If the customer selected a more expensive delivery method, the additional cost above the least expensive standard option will not be reimbursed. The refund will be made without undue delay and no later than 14 calendar days after ARTNUEVO is informed of the customer’s decision to withdraw. ARTNUEVO may withhold the refund until the products have been received or the customer has provided evidence that they have been sent back, whichever occurs first. The refund will be made using the same payment method used for the purchase, unless the customer expressly agrees to another method that does not involve additional costs.

3. Product exchanges

In addition to statutory withdrawal rights, ARTNUEVO may offer voluntary exchanges of non-personalised physical products within 14 calendar days of receipt. To request an exchange, email info@artnuevo.com with your order number, the product you wish to exchange and the replacement product you would prefer. As a condition of this voluntary service, the product must be unused and in a condition suitable for resale, with its original accessories and components where applicable. This condition does not restrict any statutory rights that may apply if the product is defective or does not conform to the contract.

If ARTNUEVO accepts the exchange:
Product of the same price: the exchange will be arranged subject to availability.
Lower-priced product: the customer and ARTNUEVO will agree on a refund of the difference or another mutually accepted solution, in accordance with applicable law.
Higher-priced product: the customer must pay the difference before the replacement product is dispatched.
Shipping costs: ARTNUEVO will explain any applicable shipping costs and who is responsible for them before confirming the exchange.

Exchanges are subject to the availability of the requested replacement product. If an exchange is not possible, ARTNUEVO will inform the customer of the available alternatives. Statutory withdrawal and warranty rights remain unaffected by this voluntary exchange policy.

4. Damaged, defective or incorrect products

If you receive a product that is broken, damaged, incomplete, defective or different from the one you ordered, contact ARTNUEVO at info@artnuevo.com.

To help us resolve the issue, please include:

• Your order number.
• A description of the problem.
• Photographs of the product and packaging, where possible.

We recommend keeping the original packaging until the issue has been resolved. Reporting the issue promptly may help us handle it more efficiently, but failing to report it immediately does not automatically remove your statutory rights. Where a lack of conformity exists, the remedies provided by applicable law will apply. Depending on the circumstances, these may include repair or replacement at no cost to the consumer and, where legally appropriate, a price reduction or termination of the contract with a corresponding refund. Necessary costs of bringing the product into conformity will be handled in accordance with applicable law. ARTNUEVO will provide the relevant instructions and will not pass on costs that the seller is legally required to bear.

5. Legal guarantee

New physical products are subject to the statutory three-year period of liability for lack of conformity from delivery, in accordance with applicable Spanish law. The legal guarantee covers lack of conformity as defined by law. It does not automatically cover damage caused exclusively by improper use, impact, unauthorised modification, incorrect storage or normal wear and tear, where exclusion is legally permitted. The inherent characteristics of an artwork, the materials used and features disclosed before purchase do not, by themselves, constitute a lack of conformity if the product matches the agreed specifications and the information provided. Nothing in this section limits any non-waivable consumer rights.

6. Promotions, discounts and gifts

If you return a product purchased at a discount, the refund will be calculated based on the amount actually paid for that product, in accordance with applicable law. If you request an exchange for a product purchased as part of a promotion, any price difference will be calculated using the amount actually paid and the terms of the promotion. These terms will be communicated before the exchange is confirmed. If your order included a promotional gift, contact ARTNUEVO for instructions on returning it where applicable. No automatic deduction will be made from a refund unless there is a valid legal or contractual basis and any required prior information has been provided.

7. How to exercise your right of withdrawal

You can notify ARTNUEVO of your decision to withdraw by email: info@artnuevo.com

You may also use the form below. You are not required to use it if you communicate your decision clearly by another means.
Withdrawal Form To ARTNUEVO:
I hereby give notice that I withdraw from my contract of sale for the following product or products:

• Order number:
• Product(s):
• Date of order:
• Date of receipt:
• Consumer’s name:
• Consumer’s address:
• Date of request:
• Consumer’s signature (only if submitted on paper):

8. Contact

For questions about exchanges, returns, withdrawal, defective products or warranties, contact ARTNUEVO at:
Email: info@artnuevo.com
This policy shall be interpreted in accordance with applicable consumer protection legislation. If any provision of this policy conflicts with a non-waivable statutory consumer right, the applicable legal provision shall prevail.