Refund policy

Returns, Cancellations, and Right of Withdrawal

You have the right to withdraw from your purchase, cancel an order, or request a return within 14 days from the date on which you (or a third party designated by you) physically receive the last item of your order, without giving any reason.

To exercise your right of withdrawal for delivered goods, you must send back the items to us. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning. Please include your proof of purchase or invoice inside the package.

How to Request a Return or Item Cancellation

You can manage your order directly through our self-service portal:

  1. Go to our Order Management Portal at https://shopify.com/103819280732/account (or click "View your order" in your confirmation email).
  2. Log in using your email address and the verification code sent to your inbox.
  3. For unfulfilled items: Click on "Cancel items" to request a cancellation prior to shipment.
  4. For delivered items: Click on "Return items" to submit your return request.

Upon submitting your request, you will receive an automated confirmation of receipt. If your request is for a return of delivered goods, our team will review the request and follow up with specific instructions on how to ship the package back to us.

Return Shipping and Customs (Withdrawal / Change of Mind)

For standard returns based on your right of withdrawal, the direct costs of returning the goods are to be borne by the buyer.

Returns must be shipped to the following address:

Tipografia Commerciale
Via Emilia 10
10078 Venaria Reale (TO)
Italy

Note for shipments from non-EU countries: If you are returning items from outside the European Union, please ensure customs declaration forms are accurately completed and clearly marked as "Returned Goods". Any import duties, taxes, or administrative charges incurred upon arrival in Italy due to incorrect declaration may be deducted from your final refund amount, where permitted by applicable law.

If you have questions regarding return shipping, contact us at orders@postersantiago.com.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us immediately at orders@postersantiago.com with your order details and a photo of the issue. In cases of non-conforming or defective items, statutory warranty rights apply: we will evaluate the issue and provide an appropriate resolution (such as a replacement, repair, or full refund) without additional shipping costs to you.

Refunds

If you withdraw from this contract, we will reimburse the payments received from you for the returned items, including the costs of standard delivery (with the exception of supplementary costs resulting from your choice of a non-standard delivery method). Refunds will be processed using the original method of payment under the following terms:

  • For order cancellations (before shipment): The refund will be processed upon receipt of your cancellation request via the portal.
  • For returned items (after delivery): The refund will be processed after we receive the returned goods back, or upon provision of verifiable proof of return shipment. We reserve the right to withhold reimbursement until the returned goods have been received or until adequate proof of return shipment is supplied.

Processing and posting times may vary depending on your bank or credit card provider. If more than 14 business days have passed since your refund was processed and you have not received your credit, please contact us at orders@postersantiago.com.