Politique de remboursement
1. Right of Withdrawal (Droit de Rétractation)
In accordance with EU Directive 2011/83/EU and Article L221-18 of the French Consumer Code, you have 14 days from the receipt of the last item of your order to exercise your right of withdrawal without giving reasons.
How to exercise your right: You can initiate a return or cancellation directly from your customer account, or contact us at ryuku.otsuka@gmail.com. If you checked out using a phone number only (without an email address), you cannot access the customer account portal. Please use the return link in your SMS order confirmation to submit your request. You will receive a confirmation once your request has been submitted.
Exceptions: Personalised or custom-made art prints (e.g., custom sizes or bespoke designs) are exempt from the right of withdrawal under Article L221-28 of the French Consumer Code and Article 16(c) of EU Directive 2011/83/EU.
Note: The 14-day right of withdrawal applies to EU consumers only. Customers outside the EU are encouraged to contact us at ryuku.otsuka@gmail.com to discuss return options on a case-by-case basis.
2. Returns Procedure
Items must be returned in their original packaging and in perfect condition within 14 days of notifying us of your withdrawal.
- Prints: Must be returned undamaged, in their original tube or flat packaging.
- Original artworks: Must be returned in their original protective packaging, in the exact condition received. Given the unique nature of original works, we reserve the right to assess the condition upon return before issuing a refund.
Return shipping costs are the responsibility of the customer, except in cases of damaged or incorrect items (see section 4).
3. Refunds
Refunds will be processed within 14 days of receiving the returned items, or from the date you provide proof of return shipment, whichever is earlier. Refunds will be issued using the same payment method used for the initial transaction. We reserve the right to withhold the refund until we have received the goods or proof of return.
Refund of outbound shipping costs: In the event of withdrawal, we will refund the standard delivery cost of your original order. If you selected a premium or express delivery option, only the cost of standard delivery will be reimbursed.
4. Damaged or Incorrect Items
If your order arrives damaged in transit or you receive an incorrect item, please contact us within 48 hours of delivery at ryuku.otsuka@gmail.com with:
- Your order number
- A description of the issue
- Photographs of the damage or incorrect item
In such cases, return shipping costs will be covered by Ryuku OTSUKA, and you will receive either a full refund or a replacement, at your choice.
5. Non-Returnable Items
The following cannot be returned or refunded:
- Personalised or custom-made artworks made to your specifications
- Items returned outside the 14-day window without prior agreement
- Items returned in a condition that differs from how they were received