Return & refund policy
This Return & Refund Policy applies to all purchases made through ART Gallery 11 (www.art11.eu), operated by GESTA OM s.r.o., Brabcova 1159/2, Praha 4 — Podolí, 140 00, Czech Republic, business register ID: 26456907. This policy is in accordance with the EU Consumer Rights Directive 2011/83/EU.
Every artwork we sell is a unique, original piece. We invest significant care and resources into professionally packaging and safely shipping each work to ensure it arrives in perfect condition. Due to the fragile and irreplaceable nature of these artworks, the return process is inherently risky — each additional shipment increases the chance of damage. We therefore strongly encourage you to consider your purchase carefully before ordering. Should you need to return an artwork, you must strictly follow the guidelines below.
Right of Withdrawal
As a consumer within the European Union, you have the right to withdraw from your purchase within 14 calendar days from the day you (or a third party indicated by you) receive the artwork, without giving any reason.
To exercise your right of withdrawal, you must inform us of your decision by a clear written statement (e.g. an email) before the withdrawal period expires. You must then return the artwork to us within 14 days of sending the withdrawal notice.
How to Exercise Your Right of Withdrawal
To initiate a return, please contact us at [email protected] and include the following information:
- • Your order number
- • The date you received the artwork
- • The name and description of the artwork
- • A clear statement that you wish to withdraw from the purchase
You may also use the Model Withdrawal Form below, but it is not obligatory.
Model Withdrawal Form
(As per EU Directive 2011/83/EU, Annex I, Part B)
To: GESTA OM s.r.o., Brabcova 1159/2, Praha 4 — Podolí, 140 00, Czech Republic
Email: [email protected]
I hereby give notice that I withdraw from my contract of sale of the following goods:
Artwork / Order number: _______________
Ordered on: _______________ / Received on: _______________
Name of consumer: _______________
Address of consumer: _______________
Date: _______________
Signature (only if sent on paper): _______________
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to artworks that have been custom-made or commissioned to your specific requirements. If your order involves a custom or commissioned piece, this will be clearly communicated to you during the ordering process.
Condition of Returned Artwork
The artwork must be returned in its original condition — undamaged and unaltered. Do not remove certificates of authenticity or labels. Do not hang, display, or expose the artwork to conditions that may affect it.
You are liable for any diminished value of the artwork resulting from handling beyond what is strictly necessary to establish its nature, characteristics, and functioning. This means you may inspect the artwork visually, but any further handling — including unpacking beyond the outermost layer, hanging, or exposing the artwork to unsuitable environments — may result in a partial deduction from your refund proportional to the loss in value.
If the artwork is returned in packaging that does not adequately protect it, any resulting damage will be considered diminished value and deducted from the refund.
Return Shipping
The cost of return shipping is borne by the buyer. You must use a tracked and insured shipping method. We strongly recommend using the same carrier that was used for delivery. Returns shipped without tracking or insurance cannot be accepted, and we cannot be held responsible for artworks lost or damaged during return transit.
Original artworks are delicate and may be damaged during transport if not packaged properly. Please be absolutely sure about your decision to return, as the artwork must travel safely across potentially long distances.
Packaging Guidelines for Returns
Proper packaging is essential to protect the artwork during return transit. Please follow these guidelines:
- • You must use packaging not worse than the original — it should adequately protect the artwork during transit
- • Wrap the artwork in bubble wrap or protective foam — multiple layers are recommended
- • Place it in a rigid outer box with sufficient padding on all sides
- • Mark the package clearly as "FRAGILE", "THIS SIDE UP", and "DO NOT BEND"
- • Never apply tape or adhesive directly to the artwork surface or its frame
For detailed packaging instructions, please visit our Packing & Shipping page.
Refund Process
Once we are informed of your decision to withdraw, we will issue your refund within 14 days of receiving the artwork back. We need to inspect the returned artwork to verify its condition before processing the refund.
The refund will be made using the same payment method you used for the original purchase. Since delivery costs are included in the price of the Artwork, the full purchase price will be refunded.
Damaged or Defective Artwork on Arrival
If your artwork arrives damaged or defective, please contact us at [email protected] within 48 hours of delivery. This is essential for processing your claim.
Please provide the following documentation:
- • Photographs of the outer packaging from all sides, showing the condition upon arrival
- • Photographs of the inner packaging and all protective materials as they were when you opened the parcel
- • Close-up photographs clearly showing the damage to the artwork
- • A photograph of the shipping label and any tracking stickers
- • All photographs must be original, unedited, and include visible EXIF metadata (date, time). We reserve the right to verify the authenticity of submitted documentation
Important: Please do not discard any packaging materials until the claim has been fully resolved. In cases of damage during transit, you are entitled to a full refund regardless of the withdrawal period. As all our artworks are unique originals, replacements are not possible. We may require you to return the damaged artwork to us before processing the refund.
Insurance Claims
All our shipments are covered by transit insurance. In the event of damage, we will coordinate the insurance claim process on your behalf. However, both parties — the sender and the recipient — may be required to provide documentation and evidence to the insurance company.
Your cooperation in providing photographs, written statements, and retaining all packaging materials is essential for a successful claim. We will guide you through the process and keep you informed at every step.
Contact Us
If you have any questions about our return policy, please do not hesitate to contact us:
Email: [email protected]
GESTA OM s.r.o.
Brabcova 1159/2, Praha 4 — Podolí, 140 00, Czech Republic
Business register ID: 26456907