Política de reembolso

Last updated: 15 July 2026

To request a return, email info@artecasa.shop and include your order number, name, reason for return and photographs where relevant.

Do not send the product until ARTE CASA has approved the return and provided instructions and a return label. Unapproved returns may be refused or delayed.

Approved returns are sent to:

ARTE CASA
Av. Cidade de Maringá, 55
1.º piso, Mercado Municipal de Leiria
2400-137 Leiria
Portugal

Return periods

The period starts when the last item or parcel in the order is delivered.

Portugal and European Union

Consumers may notify ARTE CASA of their decision to withdraw within 14 calendar days after delivery, without giving a reason. After notifying us, the goods must be sent back within the following 14 days.

United Kingdom

Consumers may notify ARTE CASA of cancellation within 14 calendar days after delivery, without giving a reason. After notifying us, the goods must be sent back within the following 14 days.

United States and Canada

ARTE CASA voluntarily accepts change-of-mind return requests made within 30 calendar days after delivery, subject to this policy and any mandatory local law.

Switzerland

ARTE CASA voluntarily accepts change-of-mind return requests made within 14 calendar days after delivery, subject to this policy and any mandatory local law.

Return condition

For a change-of-mind return, the product should be:

• Unused and free from damage
• Not filled with water or another beverage
• Complete with all parts, accessories and instructions
• Securely packed, preferably in the original protective packaging

The customer may inspect the product as reasonably necessary. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the product, ARTE CASA may reduce the refund to reflect the resulting loss in value where permitted by law.

Handmade variations in glaze, colour, pattern, texture, dimensions, shape and natural wood grain are not defects unless the product materially differs from the ordered model or is unsafe or unfit for its stated purpose.

Return shipping

For a change-of-mind return:

• ARTE CASA provides the return label
• The cost of that label is communicated before issue
• The disclosed label cost may be deducted from the refund where permitted by law

For a damaged, defective, unsafe, non-conforming or incorrectly supplied product, ARTE CASA pays the necessary return cost and provides the legally required remedy.

The customer must use the provided label and packaging instructions. Because the item is fragile, failure to package it safely may affect the refund only to the extent permitted by law and only where the customer caused the additional damage.

Personalized and made-to-order products

Personalization requests are assessed individually. Specifications, price, production time and return conditions are agreed in writing before payment or production.

A product genuinely made to the customer’s specifications or clearly personalized cannot normally be cancelled or returned merely because the customer changed their mind once production has begun. This does not affect rights where the item is damaged, defective, unsafe or does not match the agreed specifications.

Choosing standard catalogue options, such as an available color, spigot or stand finish, does not by itself make a product personalized unless expressly agreed otherwise before purchase.

Damaged, defective or incorrect products

Contact info@artecasa.shop as soon as possible. For transport damage, we request notice preferably within 48 hours together with photographs of the product, packaging and shipping label. Keep the packaging until the matter is resolved.

The 48-hour request is intended to support the carrier claim and does not shorten or remove statutory rights.

Depending on the circumstances and applicable law, ARTE CASA may offer repair, replacement, price reduction or refund. ARTE CASA does not provide an additional commercial warranty, but all mandatory statutory rights remain fully applicable.

Inspection and refund timing

We normally inspect the returned product within 3 business days after receipt and notify the customer by email.

Refunds are made to the original payment method.

For Portugal, the EU and UK, refunds are processed within the mandatory statutory period. ARTE CASA may withhold the refund until it has received the goods or the customer supplies evidence that they were returned, where permitted by law.

For voluntary returns in the United States, Canada and Switzerland, ARTE CASA normally initiates the approved refund within 5–10 business days after inspection. The bank or payment provider may require additional time to credit the account.

Where applicable, ARTE CASA refunds the standard outbound delivery amount required by law. Because standard delivery is included in the product price, ARTE CASA will not deduct a hidden outbound shipping charge from an ordinary EU or UK statutory withdrawal.

No direct exchanges

ARTE CASA does not process direct exchanges. Return the original product for a refund and place a new order for the desired item.

Sale items

Discounted products are subject to the same return rules as full-price products. ARTE CASA does not currently use a “Final Sale” category.

Order cancellation and changes

A standard order may be cancelled or changed before it is handed to the carrier. Contact us immediately; changes are not guaranteed.

After dispatch, the applicable return process must be followed.

Personalized or made-to-order products may be cancelled before specifications are approved and production starts. Once production starts, change-of-mind cancellation may be unavailable.

Incorrect address, refusal and unclaimed parcels

If an order is returned due to an incorrect or incomplete address, refusal of delivery, failure to collect or non-payment of import charges, ARTE CASA may deduct the actual outbound, return and handling costs from any refund or require payment before re-shipping, to the extent permitted by applicable law.

Statutory rights

Nothing in this policy excludes or restricts any right or remedy that cannot lawfully be excluded, including rights relating to unsafe, defective, damaged, misdescribed or non-conforming goods.

Model withdrawal / cancellation form

You may use the following form, but it is not mandatory. Send it to info@artecasa.shop.

To:

SOMATÓRIO CELESTIAL UNIPESSOAL LDA
Trading as ARTE CASA
Rua da Carvalha, 570, Parceiros
2400-441 Leiria
Portugal
info@artecasa.shop

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Order number:

Goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if submitted on paper:

Date: