Our foremost priority is to ensure the absolute contentment of our valued art collectors. Recognizing that circumstances may arise where you wish to initiate a return, we are dedicated to making this process as convenient as possible for you.

Please do not hesitate to contact us with any questions regarding refunds at art@cristinaotero.com.

1. Returns Eligibility:

Upon receipt of your item, you have a fourteen (14)-day window to consider whether to retain the item or initiate a refund. For a return to be eligible, the item must be unused, in the same condition as received, and in its initial packaging.
Please remember that once an order has entered the production phase, modifications or cancellations are no longer possible. We cannot take responsibility for incorrect shipment details and, therefore, will not provide replacements or refunds.

2. How to Initiate a Return:

To initiate a return, kindly follow these steps:
a. Contact us via email at art@cristinaotero.com, using “Return Request – Order #[insert order number]” as the subject line.
b. In your email, include your name, order number, and specify the reason for the return. If necessary, attach photos of the item.
c. Our dedicated customer support team will guide you through the return process, providing assistance and furnishing additional instructions.

3. Return Shipping:

Customers are responsible for covering the return shipping costs unless the return is a result of our error or involves a damaged product. We suggest opting for a trackable shipping service to guarantee the secure reception of your return.

4. Refund Policy:

After receiving and inspecting you return, we will send you an email to confirm the item’s receipt. Upon approval of the return, your refund will be processed, and the credited amount will be automatically applied to your original payment method. Please anticipate 7-10 business days for the refund to appear in your account.

5. Exchanges:

If you have received a defective or damaged item and wish to exchange it for the same product, kindly reach out to our customer support team within 7 days of receiving the item by emailing us at art@cristinaotero.com.

6. Procedure for Damaged Items:

In the event of a damaged product upon arrival, please send an email to art@cristinaotero.com along with a photograph depicting the damage. Subsequently, we will request an additional photograph showing the Art Print and the Certificate of Authenticity broken in half. Given that these are limited editions signed and numbered, we must ensure there is no duplicate copy for security reasons. Once we receive this photograph, we will promptly send you a new copy with the same numbering, prioritizing urgency, and at no extra cost to you.

7. Non-Returnable Items:

Certain items are ineligible for returns, such as gift cards, downloadable software products, and framed canvas pieces, due to their made-to-order and customized nature. Additionally, please note that commissioned artworks, tailored to the specific criteria and instructions of the customer, are also non-returnable.