Every piece we sell is printed on demand. The rules below tell you exactly what you are entitled to, depending on where you live and what you ordered.

1. Damaged, lost or defective items — always covered

Wherever you live: if your order arrives damaged, is lost in transit, or has a printing defect that is our fault, we replace it free of charge, no questions asked. Email support@musaartgallery.com with a photo of the item and of the packaging within a reasonable time of delivery. You do not have to return the damaged piece unless we ask you to, and you never pay for the replacement.

2. Right of withdrawal — consumers in the EU and the EEA

If you are a consumer resident in the European Union or the European Economic Area, you have the right to withdraw from your purchase within 14 days, without giving any reason. The period runs from the day you, or a third party you designate, take physical possession of the goods. Where an order is delivered in several shipments, it runs from receipt of the last item.

How to withdraw. Send us a clear statement of your decision by email to support@musaartgallery.com, or use the model withdrawal form at the end of this page. Sending your notice before the 14-day period expires is enough to meet the deadline.

Returning the goods. You must send the goods back without undue delay and in any event within 14 days of notifying us. You bear the direct cost of returning the goods. Please pack them so they arrive undamaged; you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the artwork.

Refund. We reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision. We use the same means of payment you used, at no cost to you. If you chose a more expensive delivery method than our standard offer, we reimburse the standard cost only. We may withhold reimbursement until we have received the goods back, or until you supply proof that you have sent them, whichever is earlier.

3. When the right of withdrawal does not apply

In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to your own specifications or clearly personalised — for example custom commissions, artwork created from an image or text you supply, or any piece produced from a brief you give us. This exception does not cover items chosen from our standard catalogue, whatever size or frame option you select: those are fully covered by section 2 above.

4. Legal guarantee of conformity

Independently of the right of withdrawal, consumers in the EU and the EEA benefit from the legal guarantee of conformity of two years from delivery, under Directive (EU) 2019/771 and the national law implementing it. If an item is not as described, or develops a fault that was present at delivery, you are entitled to have it repaired or replaced free of charge and, where that is not possible, to a price reduction or a refund. This guarantee is free and is in addition to any commercial guarantee.

5. Customers outside the EU and the EEA

Because every piece is printed on demand and made to order, we do not accept returns for change of mind outside the EU and the EEA. Section 1 above still applies in full: damaged, lost or defective items are always replaced free of charge. Mandatory consumer rights under the law of your own country are unaffected.

6. Cancelling before dispatch

You may cancel or amend any order free of charge within 24 hours of placing it, by emailing support@musaartgallery.com. After that, production has usually started.

7. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: MusaArtGallery, a trading name of Canvasbase OÜ, Herne 7-3, 10135 Tallinn, Estonia — support@musaartgallery.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order number:
Signature of consumer(s) (only if this form is notified on paper):
Date:

8. Questions and disputes

Write to support@musaartgallery.com: most matters are settled directly. Consumers resident in the EU or the EEA may also refer a dispute free of charge to the Estonian Consumer Disputes Committee (Tarbijavaidluste komisjon), Pronksi 12, 10117 Tallinn, Estonia — www.tarbijakaitseamet.ee.