Returns and Refunds

Last updated: 2026-05-27

This Returns and Refunds Policy describes how IMAGO DEI SL handles returns, refunds and exchanges of items purchased through www.imagodei.es. It complements our Terms and Conditions of Sale.

1. Right of withdrawal for EU consumers

Consumers within the European Union have the right to withdraw from the purchase within fourteen (14) calendar days of receiving the order, without giving any reason. This right is granted by Spanish Royal Legislative Decree 1/2007 (General Law for the Defence of Consumers and Users) and applies in addition to the gallery’s commercial policy described below.

1.1 Exceptions

The right of withdrawal does not apply to:

• Goods made to your specifications or clearly personalised (for example, custom-framed works on request).
• Sealed audio or video recordings or sealed software unsealed by the consumer.
• Goods which, due to their nature, cannot be returned (for example, items subject to specific conservation conditions).

For all other works and items, the right of withdrawal applies under the conditions below.

1.2 How to exercise the right of withdrawal

To exercise this right, please send an unambiguous communication to [email protected] indicating:

• Your order reference.
• The work(s) you wish to return.
• Your name and contact details.

You may use the model withdrawal form provided as an Annex to our Terms and Conditions. We will acknowledge receipt of your communication by email.

1.3 Returning the work

You must return the work within fourteen (14) calendar days of communicating your withdrawal.

For artworks, the return must be arranged with appropriate specialised packaging (ideally the original packaging) and, where the work’s value justifies it, with transport insurance. Our team can advise you on suitable carriers.

Return shipping costs are borne by the customer. Returns sent freight-collect or with insufficient insurance may be rejected.

1.4 Condition of the returned work

The work must be returned in its original condition, complete with:

• The original frame, mat or support, when applicable.
• The certificate of authenticity, signed expertise or provenance documentation, when one was provided.
• Any accessory or accompanying material.

The customer is responsible for any loss of value of the work resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

1.5 Refund

Once we have received the returned work and verified its condition, we will refund:

• The full price paid for the returned work.
• The original standard outbound shipping costs (if you paid for them).

We will issue the refund within fourteen (14) calendar days of receiving the returned work or evidence of its return, whichever is earlier, using the same payment method used for the original transaction unless we agree otherwise.

Return shipping costs and any additional services contracted by the customer (for example, premium shipping or express delivery) are not refundable.

2. Exchanges

We do not currently offer direct exchanges. If you wish to exchange one work for another, please:

1. Return the original work as described in section 1.
2. Place a new order for the desired work.

Our team is happy to advise you in the selection.

3. Damaged or incorrect items

1. Inspect the parcel at delivery. If the outer packaging shows visible damage, note it on the delivery note in the presence of the carrier before signing.
2. Document the issue. Take photographs of the outer packaging, the inner packaging and the work itself.
3. Contact us within seven (7) calendar days of receipt at [email protected] or +34 660 746 423, providing the order reference, a description of the issue and the photographs.

We will assess the situation, file a transport claim where appropriate, and offer you one of the following solutions:

• Free pickup and return of the work, with full refund.
• Free pickup, restoration (when possible) and return, when the work is restorable and you agree.
• Replacement, when an identical or equivalent work is available.

The chosen solution will be agreed with you in writing.

4. Authenticity guarantee

If, after the purchase, an independent expert opinion conclusively determines that a work is not authentic, you may return the work for a full refund within five (5) years from the date of purchase.

For this to apply, the work must be returned in the same condition in which it was sold, accompanied by the expert opinion, and the original certificate of authenticity (if one was provided). Imago Dei may request its own expert opinion before processing the refund.

5. Cancellation before dispatch

If you change your mind before the work has been dispatched, please contact us as soon as possible at [email protected] or +34 660 746 423. We will cancel the order and issue a full refund, including any shipping costs paid, within fourteen (14) calendar days.

6. Customer service

IMAGO DEI SL — Customer Service
Email: [email protected]
Phone / WhatsApp: +34 660 746 423
Business hours: Monday to Saturday, 11:00h – 14:00h and 16:30h – 19:30h.

Postal address: IMAGO DEI SL — Calle San Felipe Neri, 4 — 28014 Madrid, Spain.

Customers may also access the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.