Refund policy
1. GENERAL RETURN POLICY
Every original artwork from CHAOS2GOLD is individually created by hand. Fine Art Prints are produced on demand through my production partner, Gelato.
Due to the nature of these products, I do not offer voluntary returns, exchanges, or refunds for changes of mind, personal preferences, or incorrect purchases.
This policy applies unless mandatory consumer protection laws provide otherwise.
Your statutory rights regarding defective, damaged, or incorrectly delivered products remain unaffected.
2. ORIGINAL ARTWORKS — HANDCRAFTED CHARACTER
Original artworks are created through an individual, hands-on artistic process.
I work with charcoal, gold accents, canvas, paper, and various other materials. Many of my canvases are stretched by hand, and some frames are custom-built in my studio.
As a result, original artworks may feature subtle variations in canvas tension, surface texture, construction, and finishing, as well as visible traces of the creative process.
These characteristics are part of the handcrafted nature of my work. Where they correspond to the artwork's description, photographs, and agreed condition, they do not constitute defects.
Every original artwork is individually inspected and documented before packaging and shipment.
3. CHARCOAL SURFACES & ARTWORK CARE
My charcoal artworks are treated with fixative and multiple layers of protective varnish to help secure the charcoal and protect the surface.
Despite these protective treatments, charcoal remains a delicate artistic medium.
Do not touch, rub, wipe, or clean the artwork's painted or drawn surface.
Avoid direct contact with moisture, cleaning products, abrasive materials, and excessive mechanical pressure.
Damage caused after delivery by improper handling, touching, rubbing, cleaning, unsuitable storage, or other external influences is not considered a defect that was present at delivery.
This does not affect any mandatory statutory rights.
4. FINE ART PRINTS
Fine Art Prints are produced on demand by my production partner, Gelato, and shipped directly to the customer.
I do not offer voluntary returns or exchanges for changes of mind, incorrect size selections, or personal preferences.
If a print arrives damaged, defective, or incorrect, please contact me as described below.
Where a statutory right of withdrawal applies, the fact that a print is produced on demand does not automatically exclude that right.
5. DAMAGE DURING SHIPPING
I take great care in preparing original artworks for transport. Each original is individually protected and packaged according to its size, materials, and construction.
Nevertheless, damage may occasionally occur during shipping or customs inspections.
If your artwork or print arrives damaged, please contact me as soon as possible.
Please provide:
- Your order number.
- Clear photographs of the artwork and the damage.
- Photographs of the outer and inner packaging.
- A brief description of the issue.
Please retain all packaging materials until the matter has been reviewed.
I will personally assess the situation and arrange an appropriate resolution in accordance with the applicable legal requirements.
Damage caused during shipping or customs inspections will be assessed as part of the delivery claim. Responsibility for such damage is determined by the applicable law and delivery terms.
6. DEFECTIVE OR INCORRECT PRODUCTS
If you receive an incorrect product or believe your artwork has a material or manufacturing defect, please contact me with your order number and photographs.
Each case will be reviewed individually.
The handcrafted characteristics described in Section 2 must be distinguished from actual defects.
For example, minor variations in the tension of a hand-stretched canvas may be consistent with the artwork's handmade construction. However, a significant structural failure or damage that was already present at delivery may constitute a defect.
Your mandatory statutory rights remain unaffected.
7. STATUTORY RIGHT OF WITHDRAWAL
CHAOS2GOLD is based in Switzerland.
Under Swiss law, online purchases generally do not carry an automatic statutory right of withdrawal. I do not offer an additional voluntary withdrawal period.
However, customers in certain countries, particularly within the European Union, may benefit from mandatory consumer protection laws.
Where applicable, EU consumers generally have the right to withdraw from an eligible distance purchase within 14 days of receiving the goods, without providing a reason.
Certain products made to a customer's individual specifications or clearly personalised may be exempt from this right. Such exceptions apply only where the relevant legal requirements are met.
Standard Fine Art Prints produced on demand are not automatically exempt from statutory withdrawal rights.
Where a statutory right of withdrawal applies, customers may exercise it by sending me a clear statement of their decision to withdraw within the applicable period.
Following a valid withdrawal, the customer must return the goods within the legally prescribed period, unless another arrangement has been agreed.
Any refunds, return shipping costs, and potential deductions for diminished value will be handled in accordance with the applicable mandatory consumer protection laws.
For eligible EU withdrawals, refunds generally include the original standard delivery charge and are made using the original payment method. I may withhold reimbursement until the goods have been received or evidence of their return has been provided, where legally permitted.
8. RETURNS & REFUNDS PROCEDURE
Before returning any artwork or print, please contact me through the contact details provided on this website.
Include your order number and the reason for your request.
For original artworks, please do not arrange a return shipment without first discussing the appropriate packaging and transport method with me.
This request does not restrict any applicable statutory right of withdrawal or the legally prescribed return deadlines.
Original artworks may require specialised protective packaging to prevent damage during return transport.
Where a return is legally required or has been expressly agreed, I will provide the relevant return instructions.
Any approved refund will be processed through the original payment method unless otherwise agreed or required by law.
9. CONTACT
For questions regarding returns, damaged shipments, or product concerns, please contact me using the contact information provided on this website.
Daniel Martin
CHAOS2GOLD
Silbergasse 40
2503 Biel/Bienne
Switzerland
Email: info@danielmartin.ch