Returns

01

What I do cover

• Damage in transit — the piece arrived dented, creased, scratched or with the acrylic chipped.
• Manufacturing defect — a problem with the printing, the mounting, the lamination or the stretcher.
• Wrong order — you received a different piece, size or finish from the one you bought.

In any of those three cases you choose: a replacement at no cost, or a full refund including the shipping you paid.

02

The window: 14 days

You have 14 calendar days from receiving the piece to tell me. It is a real window, not a formality: in two weeks you have unpacked it and seen it in daylight.

If you miss the window, write to me anyway. I promise nothing, but I would rather look at it than have you stuck with a piece that is not right.

03

How to claim

Email soporte@dcaballero.com with your order number and three photos:

• The whole piece, straight on and in good light.
• A close-up of the damage or the defect.
• The box and packaging exactly as they arrived.

That third photo looks unnecessary and is not: when the damage came from the courier, it is what holds the claim up. Keep the packaging until we close the case.

04

What happens next

I review it and reply within a maximum of 3 business days.

If the claim holds, you decide between a replacement and a refund. Replacements are produced with priority and I pay the shipping.

I will almost never ask you to send the damaged piece back. If it is ever needed, I pay the return shipping and send you the label.

Refunds go back through Stripe to the same payment method you bought with. How long it shows up depends on your bank.

05

Limited editions

A damaged Collector Edition is replaced keeping the same edition number, with a new certificate. The number you bought stays yours.

06

Cancelling before it is printed

If you changed your mind, write to me within the first 24 hours. If the piece has not entered production, I cancel the order and refund it in full. After that point there is a piece made with your name on it and I cannot undo it.

07

What I do not cover

• Damage that happened after delivery: framing, mounting, hanging or moving house.
• Deterioration from direct sun, humidity or heat over time.
• The normal color difference between what a screen shows and what paper, canvas or acrylic give.
• The few millimetres of variation in trim and mounting that come with a hand-made piece.
• Pieces altered after receipt: trimmed, mounted, worked on or permanently framed.
• Change of mind about the size, the finish or the piece you chose, once it has been produced.

That last one is what the Virtual Preview is for: use it before buying and compare finishes on each artwork page. If you are unsure about size, write to me and I will tell you what works on your wall.

08

Your rights

Nothing on this page cuts into the rights Mexico's Federal Consumer Protection Law gives you, or the consumer law of your country if you are buying from the United States or Canada.