Return Policy

We want you to feel safe and confident when shopping with us.
This Return Policy applies to customers in Malta, the
European Union (EU), and the United Kingdom (UK).

All products sold by BARTOART Studio are handmade studio products prepared,
packed, and shipped directly by us from Malta.

We currently ship to Malta, EU countries,
and the United Kingdom.

1) Handmade Products

All BARTOART products are handmade studio products. Small natural variations
may occur because each piece is made, finished, packed, or prepared by hand.
These natural variations are part of the handmade character of the item and
are not considered defects.

Return Address:

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

2) Damaged, faulty, or wrong item

We provide a 100% guarantee if your parcel or item arrives
damaged, faulty, or if you receive the wrong item.

Please notify us by email at
info@bartoart.com
within 7 days of delivery.
Please include your order number and clear photos of the issue.
For damaged parcels, please include photos of:
- the unopened parcel showing the shipping label, and
- the visible damage to the packaging and/or product.

After assessment, we will offer an appropriate solution, such as:

a replacement, where possible;
a repair, where appropriate;
a full or partial refund;
or a return at our cost if we need the item back.

If we ask you to return a damaged, faulty, or incorrect item, we will cover
the standard postal return cost, with the amount confirmed in writing before
you send the parcel.

3) Change of mind / right of withdrawal

Malta / EU: customers have a statutory right to withdraw
from an eligible online purchase within 14 days from delivery.
UK: customers have a statutory right to cancel an eligible
online purchase within 14 days from delivery.

Conditions for change-of-mind returns:

Please email us at
info@bartoart.com
within 14 days of delivery to tell us that you wish to withdraw from the purchase.
The customer pays the return shipping cost, except for damaged, faulty,
or incorrect items.
The item must be returned in its original, unused, undamaged condition
and securely packaged.
Returns must include all original accessories, packaging, certificates,
and authenticity documents where applicable.
We may withhold the refund until we have received the returned goods or
until you provide evidence that the goods have been sent back.

For valid change-of-mind withdrawals, we refund the product price and any
standard delivery charge you paid, where required by law. If you selected a
more expensive delivery option than our standard delivery method, the extra
delivery cost is not refunded unless legally required.

4) Accommodation Delivery

For selected accommodation partners in Malta, you may choose
Accommodation Delivery at checkout. Your order will be prepared
by BARTOART Studio and delivered to the selected accommodation reception or
guest collection point.

Before checkout, the website shows the exact estimated reception collection
date and time. You will also be asked to enter your accommodation checkout
date and checkout time, so we can confirm that the order can be made available
for collection before you leave.

The order is considered made available for collection when it has been
delivered to the selected accommodation reception or guest collection point.
After the confirmed collection time, it is your responsibility to ask reception
for the BARTOART package using your name, room number, or order details.

The accommodation partner is a collection point only. The accommodation partner
does not sell BARTOART products, does not handle payments, and does not handle
returns, refunds, or customer service.

Incorrect accommodation or delivery details

Please make sure that you select the correct accommodation and provide accurate
guest name, room number, checkout date, and checkout time at checkout.

If you provide incorrect accommodation or delivery details and we deliver the
order to the accommodation selected in your order, this is treated as incorrect
delivery information provided by the customer.

In this case, the original confirmed collection time no longer applies, because
the package must first be recovered and returned to BARTOART Studio before any
further delivery can be arranged.

Once the package has been recovered, we will contact you and offer the available
options:

cancellation and refund, if you notify us within the applicable withdrawal
period;
EU / UK home shipping, with the applicable shipping fee paid by the customer;
another delivery within Malta, free of charge where reasonably possible.

If the issue was caused by our error, we will arrange a suitable solution at
our cost.

Uncollected Accommodation Delivery orders

If your order has been delivered to the selected accommodation reception but
you do not collect it, we will try to recover the package and contact you by
email.

Once the package has been recovered, we will offer the available options:

cancellation and refund, if you notify us within the applicable withdrawal
period;
EU / UK home shipping, with the applicable shipping fee paid by the customer;
another delivery within Malta, free of charge where reasonably possible.

If we do not receive a response within 14 days after notifying you about the
uncollected package, the item may be returned to stock and the order may be
marked as uncollected. Any later request will be reviewed in accordance with
applicable consumer rights and this Return Policy.

5) Exceptions — not returnable for change of mind

The right of withdrawal does not apply to items that are made to your personal
specification or clearly personalised.

Custom or personalised jewellery, such as custom size or engraving.
Any other handmade item made specifically to your personal request.

This does not affect your legal rights if an item is damaged, faulty, or not
as described.

6) How to start a return or cancellation

Email info@bartoart.com
with your order number.
Tell us the reason for your request:
damaged item, faulty item, wrong item, change of mind, or Accommodation Delivery issue.
If the item is damaged, faulty, or incorrect, attach clear photos of the issue.
Please wait for our written instructions before sending anything back.

7) Refunds

Refunds are issued to the original payment method
used for the order, such as card or PayPal.
Once approved and, where applicable, once the goods are received back or
proof of return is provided, we process refunds within 14 days.
For change-of-mind returns, the customer is responsible for the direct
cost of returning the item, unless the return is due to damage, fault,
or our error.
Original standard delivery costs are refunded where required by law.

8) Customer responsibilities

You are responsible for providing correct delivery details at checkout.
For Accommodation Delivery, you are responsible for selecting the correct
accommodation and providing accurate guest name, room number, checkout date,
and checkout time.
For Accommodation Delivery, you are responsible for asking reception for
the BARTOART package after the confirmed collection time.
For any return you ship, you are responsible for adequate packaging
and for the parcel until it reaches us.
Please keep your proof of postage and tracking information where available.
Returned items must include all original accessories, packaging,
certificates, and authenticity documents where applicable.

9) Region-specific notes

Malta / EU: Your statutory rights under EU and Maltese
consumer law remain unaffected.
UK: Your statutory rights under UK consumer law remain
unaffected.
Custom or clearly personalised goods are excluded from change-of-mind
withdrawal, but this does not affect your rights if the item is damaged,
faulty, or not as described.

Contact

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