Refund policy
Refund & Returns Policy
Last updated: 07/06/2026
At L'ArteClassica, every artwork is a considered purchase, and we want you to buy with confidence. This policy explains when a piece can be returned, how refunds are handled, and your legal rights as a customer. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Made-to-order and bespoke pieces — final sale
The majority of our works are carved by hand to order, or made to a specification you choose (such as size, marble type, finish or base). Because these pieces are created specifically for you, they are exempt from the standard right to cancel under regulation 28 of the Consumer Contracts Regulations 2013 and are sold as final sale.
This means made-to-order and bespoke pieces cannot be returned, cancelled or refunded once production has begun, unless they arrive damaged, faulty or not as described (see Section 5).
2. Reservation deposits (orders above $2,000)
For orders above $2,000 (or local-currency equivalent), a deposit of $500 is taken by card to reserve your Piece, with the balance paid by bank transfer before production begins.
This $500 deposit is non-refundable. It secures your Piece and reserves production capacity. If the balance is not paid within the period stated at checkout (3 calendar days), or you choose not to proceed, the deposit is forfeited and the order may be cancelled. When your order completes, the deposit is applied toward the total price.
The only exception is where we are unable to fulfil your order, or a Piece arrives damaged, faulty or not as described (see Section 5) — in those cases the deposit is refunded in full.
3. In-stock (ready-made) pieces — 14-day right to cancel
Where a piece is described as in stock or ready-made, you have the right to cancel your order within 14 days of receiving it, for any reason, in line with the Consumer Contracts Regulations 2013.
To exercise this right, notify us in writing (see Section 7) within 14 days of delivery. You then have a further 14 days to return the piece to us.
To qualify for a refund, the piece must be returned unused, undamaged and in its original protective packaging, in a condition that allows it to be resold. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect the piece.
4. Return shipping costs
For any return under your right to cancel (Section 3), you are responsible for the cost of returning the piece to us. Given the weight and value of marble works, we strongly recommend a fully insured, trackable freight service. Until the piece reaches us, it remains your responsibility, and we cannot refund items that are lost or damaged in return transit.
We are happy to recommend suitable specialist art and freight carriers on request.
5. Damaged, faulty or incorrect items
Every piece is inspected and professionally packed before dispatch. In the rare event that your order arrives damaged, faulty, or not as described, you are protected under the Consumer Rights Act 2015 regardless of whether the piece was in stock or made to order.
Please contact us with photographs within 48 hours of delivery. We will arrange, at our cost, to repair, replace or refund the piece, including any return shipping required. Where a piece is collected for inspection or return because it is damaged or faulty, we cover the return shipping cost — this does not apply to change-of-mind returns under Section 3.
6. Refunds
Once we receive and inspect a returned piece, we will confirm whether a refund is due. Approved refunds are issued to your original payment method within 14 days.
Refunds cover the price of the returned piece. Where applicable, original outbound delivery is included only as required by law; non-refundable reservation deposits (Section 2) and return shipping costs are not refunded.
7. Exchanges
We do not offer direct exchanges. If you would like a different piece, please return an eligible in-stock item under Section 3 and place a new order.
8. How to contact us
To notify us of a cancellation, return or a damaged item, please contact:
L'ArteClassica Email: support@larteclassica.com
Please include your order number and, for damaged items, clear photographs.
This policy is provided for general information and does not affect your statutory rights. For high-value or disputed matters, you may also seek independent advice or contact Citizens Advice.