JacaFineArt

Returns

Returns at the studio

Your right to return — 30 days

Every painting from the studio may be returned within 30 days of delivery, for any reason. Our policy is more generous than the 14-day statutory minimum.

Your legal rights

Independently of our policy, EU consumer law gives you a 14-day right of withdrawal on every distance purchase (EU Consumer Rights Directive 2011/83/EU, transposed into the Croatian Zakon o zaštiti potrošača) and a 2-year guarantee of conformity (Directive (EU) 2019/771) for damaged, defective, or materially-mis-described works. The studio policy sits on top of these rights — neither replaces them.

2-year warranty

If a painting arrives damaged, is materially different from its listing, or develops a hidden defect within two years of delivery, we will offer repair (preferred for original art) or, where repair is not possible, a refund. The first 12 months presume the defect existed at delivery; after that, we may ask you to help evidence it.

How to return

  1. Request a return on your order page at jacafineart.com/account/orders, or reply to your order confirmation email.
  2. We respond within 48 hours. If approved, you receive a return label by email — we do not pre-include one in the parcel.
  3. Ship within 14 days of approval. You may use any carrier; HP or GLS with insurance are recommended for paintings.

Condition on arrival

These four steps protect your right to a damage claim. Hrvatska pošta and GLS both require this evidence to honour insurance.

  1. Photograph the parcel before opening it.
  2. Record yourself unboxing on your phone — one continuous take.
  3. Photograph the painting front and back within 24 hours of delivery.
  4. Keep all packaging until you have inspected the work. Sign "with reserve" if the parcel looks externally damaged.

Damaged in transit

If the painting arrived damaged, the studio covers return shipping and either restores the work or refunds in full. Send us the photos and the carrier delivery scan via the return form — we file the carrier insurance claim on your behalf.

Custom commissions

Paintings commissioned to your specification are exempt from the 14-day withdrawal right under Article 16(c) of the EU Consumer Rights Directive. They remain fully covered by the 2-year warranty for defects.

Refund timing

Refunds go to your original payment method, within 14 days of the studio receiving the painting back or your proof of dispatch — whichever is sooner. Card refunds typically reach your bank statement in 3 to 7 business days.

Return shipping cost

Buyer pays return shipping for changed-mind returns. The studio pays for damaged-in-transit, wrong-painting, and materially-mis-described returns.

Contact

For anything that does not fit a return form, email gbbanusic@gmail.com or use /contact.

Disputes

If we cannot reach an agreement, the EU online dispute resolution platform is available at ec.europa.eu/consumers/odr.