Refund policy
Return & Refund Policy
a37gallery
Last updated: July 2026
At a37gallery, customer satisfaction is very important to us.
Every artwork is carefully inspected before shipment and professionally packaged to ensure safe delivery.
Please read this policy carefully before placing an order.
1. Right of Withdrawal (European Union Customers)
Consumers in the European Union generally have the right to withdraw from an online purchase within 14 days after receiving the product, unless an exception applies under applicable law.
To exercise your right of withdrawal, please contact a37gallery by email:
within 14 days of receiving your order.
After receiving your request, a37gallery will provide return instructions.
The artwork must be returned within the applicable legal timeframe.
2. Return Procedure
Before returning any artwork, customers must contact a37gallery and receive confirmation and return instructions.
Please do not send artwork back without prior communication.
To process a return request, please provide:
- Full name
- Order number
- Contact details
- Information about the returned artwork
- Photos where relevant
3. Return Conditions
To qualify for a return:
- The artwork must be returned in its original condition.
- The artwork must not be damaged, altered, framed, or used.
- Original packaging should be used whenever possible.
- Certificates, documentation, and accessories included with the artwork must also be returned.
Returns that do not meet these conditions may not qualify for a refund.
4. Return Shipping Costs
Unless the return is caused by an error made by a37gallery or a damaged delivery, the customer is responsible for return shipping costs.
Customers should use:
- Tracked shipping
- Secure packaging
- Insurance where appropriate
a37gallery cannot accept responsibility for artwork lost or damaged during return transport.
5. Damaged Deliveries
If artwork arrives damaged, please contact a37gallery as soon as possible.
Please provide:
- Order number
- Photos of the external packaging
- Photos of the artwork
- Description of the damage
Claims should be submitted within 48 hours of delivery where possible.
a37gallery will review the situation and provide an appropriate solution.
Possible solutions may include:
- Replacement where available
- Repair
- Refund
- Another agreed solution
6. Incorrect Artwork or Order Errors
If you receive an incorrect artwork or there is an error caused by a37gallery, please contact us immediately.
a37gallery will investigate the issue and provide an appropriate solution.
Where applicable, a37gallery may cover reasonable costs related to correcting the error.
7. Refunds
After the returned artwork has been received and inspected, a37gallery will confirm the outcome.
Approved refunds will be processed using the original payment method.
Refund processing times may vary depending on the payment provider.
Where required by applicable consumer law, refunds may include applicable original delivery costs.
8. Exceptions to the Right of Withdrawal
The right of withdrawal may not apply where permitted by law, including:
- Custom-made artworks
- Personalised products
- Commissioned artworks created specifically for a customer
- Digital products where applicable
9. International Returns (Outside the European Union)
For customers outside the European Union, international returns may involve:
- Customs procedures
- Import/export documentation
- Courier requirements
- Additional charges
Before returning artwork internationally, customers must contact:
and receive return instructions.
Artwork should not be returned internationally without prior confirmation.
10. Customs Duties, Import Taxes and International Charges
For international orders outside the European Union:
Customs duties, import taxes, VAT, brokerage fees, customs clearance fees, and similar charges are imposed by the customer's country and local authorities.
These charges are separate from the purchase price paid to a37gallery.
a37gallery does not collect or control these charges unless explicitly stated during checkout.
Customs duties, import taxes, brokerage fees, and similar charges imposed by the customer's country are generally not refundable by a37gallery.
Customers should contact their local customs authority to determine whether they may be eligible to recover import charges after returning goods.
11. International Return Shipping Costs
For international returns where the customer decides they no longer wish to keep the artwork, the customer is responsible for:
- Return shipping costs
- Insurance costs
- Customs documentation
- Export procedures
- Any charges related to returning the artwork
The customer is responsible for ensuring that the artwork arrives safely back to a37gallery.
12. Returns Caused by a37gallery
If the return is required because:
- The wrong artwork was sent
- The artwork was incorrectly supplied
- The artwork arrived damaged due to a shipping issue
a37gallery will review the situation.
Where appropriate, a37gallery may cover reasonable return shipping costs or provide another suitable solution.
13. Customs Procedures During Returns
Customers returning artwork from outside the European Union are responsible for correctly completing all required customs documentation.
Incorrect customs documentation may result in:
- Delays
- Additional charges
- Refusal of delivery
- Problems completing the return
Any costs caused by incorrect customs procedures may be deducted from a refund where legally permitted.
14. International Refunds
After the returned artwork has been received and inspected, approved refunds will be processed.
Refunds may include:
- Artwork purchase price
- Applicable shipping costs where required by law
Refunds generally do not include:
- Import duties
- Customs taxes
- Brokerage fees
- Local charges imposed by foreign authorities
unless required by applicable law.
15. Contact Information
a37gallery
Nicolaas Witsenkade 8D
1017 ZR Amsterdam
The Netherlands
Email:
Telephone:
+31 639 028 119
KvK Number:
88639541
VAT Number (BTW):
NL004636476B25
© a37gallery
Amsterdam, The Netherlands