Returns & Exchanges
We want you to love the artwork you receive. Below you’ll find our EU-compliant 14-day withdrawal policy, plus art-specific conditions designed to keep original pieces safe.
Short version
- Return window: 14 days from delivery (EU right of withdrawal).
- Condition: artwork must be unused and undamaged, in original condition, with the Certificate of Authenticity and all accessories/packaging.
- Inspection allowed: you may carefully unbox and inspect as you would in a gallery. Any use, hanging, framing, or handling beyond that may reduce the refund (value-reduction) or make the return ineligible.
- Non-returnable: commissioned/personalized work (incl. portraits), custom framing, and items showing use or damage.
- Return shipping: customer covers change-of-mind returns; we cover damaged/incorrect items.
- Refunds: to the original payment method within 7 business days after inspection.
- Exchanges: possible — contact us to reserve another work and we’ll handle the swap.
- Damage on arrival: report within 48 hours with photos; we’ll arrange pickup/replacement/refund.
EU right of withdrawal (14 days)
If you are a consumer within the European Union, you may withdraw from your online purchase within 14 days of receiving the artwork without giving any reason. To exercise this right, email gerzog@gerzogart.info within 14 days of delivery with your order number and a clear statement of withdrawal. We will confirm and send return instructions or a DHL label (its cost is deducted for change-of-mind returns).
Condition for exercising the right
EU law allows a reasonable inspection similar to what you could do in a gallery. The artwork must be returned unused, undamaged, and in the same condition you received it — including the Certificate of Authenticity and original inner packaging. If handling exceeds reasonable inspection (e.g., hanging, framing, exposure to moisture/smoke), we may deduct a value-reduction or reject the return.
This policy does not affect your statutory rights.
What can be returned
Eligible
- Original paintings and limited editions.
- Unused, undamaged, in original condition.
- Complete with the Certificate of Authenticity and all packaging/accessories.
Not eligible
- Commissioned / personalized work (incl. portraits).
- Custom framing or framed-to-order items.
- Items showing signs of use, wear, or damage.
- Returns without the Certificate of Authenticity.
How to start a return / exchange
- Email gerzog@gerzogart.info within the return window. Tell us “return” or “exchange” (and which artwork you’d like instead).
- We’ll issue an RMA and offer: a DHL label from us (cost deducted for change-of-mind returns) or using your own insured, trackable courier.
- Keep and reuse the original internal protection (corners/foam/spacers); for large works, double-box. Always ship insured and trackable.
Refunds
- Refunds go to the original payment method.
- We process within 7 business days after inspection.
- Original shipping is refundable only if we made a mistake or the item arrived damaged.
- For non-EU returns, any import fees we must pay to receive your return are deducted from the refund (see “International returns”).
Exchanges
We can reserve an alternative artwork for up to 7 days while your return is in transit. If the new piece costs more, we’ll send a payment link; if less — we refund the difference after inspection of the return.
International returns (outside the EU)
- Mark your parcel: “Returned goods — no commercial value”.
- Any customs duties/VAT/brokerage we must pay to receive your return will be deducted from the refund.
- Use an insured, trackable service.
Damaged or incorrect items
We ship insured via DHL with museum-grade packaging. In the rare case of damage or an incorrect item, email gerzog@gerzogart.info within 48 hours of delivery. Include photos of the outer box (with labels), inner packaging and the artwork’s issue, and keep all materials for carrier inspection. We’ll arrange pickup and a replacement (for editions) or a full refund (for unique originals).
Color & handmade variation
Every original painting has texture and nuance that screens cannot reproduce perfectly. Minor color differences due to display settings or lighting are normal and not considered defects.
Cancellations before dispatch
If you need to cancel before we ship, email us immediately. If the parcel hasn’t left the studio, we’ll cancel and refund in full.
EU model withdrawal form (optional)
Subject: Withdrawal from order [number]
I hereby withdraw from my contract of sale of the following goods: [title(s) of artwork], ordered on [date], received on [date].
Name: [your full name]
Address: [your address]
Email: [your email]
Date: [today’s date]
Please send to: gerzog@gerzogart.info
Where to send returns
PAINTINGS FROM GERZOG — Returns
Mariahilfer Straße 123, 1060 Wien, Austria
Please request an RMA before shipping.
Need help? Email us at gerzog@gerzogart.info — we’ll respond quickly and guide you through the best option.