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Return Policy

We want you to feel safe and confident when shopping with us.
This Return Policy applies to customers in the
European Union (EU), the United Kingdom (UK),
and the United States (US).
It reflects the different legal frameworks in each region and distinguishes
between our Handmade products and our Print-on-Demand (POD) items.

1) Handmade Products (shipped from Malta)

Return Address:

Abel Bartolich
Kntuniera B/5
Triq Tumas Cassar
Gharb, GRB1053
MALTA

Damaged package or product

We provide a 100% guarantee if your parcel or item arrives damaged.

  • Please notify us by email at info@bartoart.com within 7 days of delivery.
  • Attach clear photos:
    • the unopened parcel showing the shipping label, and
    • the visible damage to the packaging and/or product.

After assessment, we will either:

  • issue a full refund without requiring a return, or
  • ask you to return the package. In this case, we cover the standard postal cost (amount confirmed in writing).

Change of mind / right of withdrawal

  • EU: statutory right to withdraw within 14 days from delivery.
  • UK: statutory right to withdraw within 14 days from delivery.
  • US: voluntary 14-day withdrawal period for Handmade items.

Conditions for withdrawal:

  • The customer pays the return shipping cost (except for damaged/faulty items).
  • The item must be returned in its original, undamaged condition and securely packaged.
  • We refund the product price once received and inspected.

    Note: original shipping costs are not refunded unless legally required.

Exceptions (not returnable)

  • Custom or personalised jewellery (e.g., custom size, engraving).
  • Digital products (downloads, printables, planners).

2) Print-on-Demand (POD) Products

POD items (e.g., T-shirts, mugs, tote bags) are custom-produced after each order by our regional partners.

Damaged package or product

  • Email info@bartoart.com with photos clearly showing the issue.
  • We will arrange a replacement or a refund.
  • Do not return POD items. Returned POD parcels cannot be processed and will not be accepted.

Change of mind / right of withdrawal

Because POD items are made to order (custom),
no right of withdrawal applies once production has started.
This rule applies under EU and UK law (custom-goods exception) and also for US customers.

3) How to start

  1. Email info@bartoart.com with your order number and reason (damage, faulty, or withdrawal for Handmade).
  2. Attach the required photos (see above).
  3. Wait for our written instructions. If a return is required (Handmade only), we will provide packaging guidance and, in case of damage/fault, confirm our coverage of the standard postal cost.

4) Refunds

  • Refunds are issued to the original payment method (e.g., card, PayPal).
  • Once approved and—where applicable—goods are received back, we process refunds within 14 days.
  • For customer-choice returns (valid Handmade withdrawals),
    original shipping is not refunded unless required by law.

5) Customer responsibilities

  • For any Handmade return you ship, you are responsible for adequate packaging and the parcel until it reaches us.
  • Keep your proof of postage and tracking (where available).
  • Returns must include all original accessories, packaging, and certificates.

6) Region-specific notes

  • EU: Your statutory rights under EU consumer law remain unaffected. Custom/personalised goods and digital downloads are excluded from withdrawal.
  • UK: Your statutory rights under UK consumer law remain unaffected. Custom/personalised goods and digital downloads are excluded from withdrawal.
  • US: No federal withdrawal right. We voluntarily offer a 14-day withdrawal for Handmade items only; POD items are excluded as custom made.

Contact

Email: info@bartoart.com
Return address (Handmade only, when instructed):
Abel Bartolich, Kntuniera B/5, Triq Tumas Cassar, Gharb, GRB1053, MALTA