Returns and Right of Withdrawal
Last updated: 15 August 2026
These terms apply to purchases from ARTINBLACK STUDIO, operated by WIZARDHONESTY LDA, NIF 517236834, R. Luís Calado Nunes 36, 2870-348 Montijo, Portugal. They are governed by Decreto-Lei 24/2014 on distance contracts and Decreto-Lei 84/2021 on the sale of consumer goods.
1. The 14-day right of withdrawal
As a consumer buying at a distance you normally have 14 days from the day you receive the goods to withdraw from the contract without giving any reason. To exercise it, tell us clearly before the 14 days are up — an e-mail to orders@artinblackstudio.com is enough. You may use the model form at the bottom of this page, but you are not obliged to.
Once you withdraw, return the goods within 14 days. We refund all payments received, including the standard delivery cost, within 14 days of being informed — though we may wait until the goods arrive back, or until you show proof of dispatch, whichever is earlier.
2. Where the right does not apply
Portraits and kits made from your own photograph are personalised goods. Under article 17(1)(c) of Decreto-Lei 24/2014, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Once we have started producing a portrait from the photograph you sent, or printed a numbered template bearing your image, the order can no longer be cancelled under the 14-day rule.
You are told this before you pay, and you confirm it at checkout. Until production starts you may still cancel and be refunded in full — write to us as early as you can and we will stop the job if it has not yet begun.
This exception does not affect anything in section 3. A faulty or damaged item is always covered.
3. If something is wrong with your order
Personalisation changes nothing about your statutory guarantee. Under Decreto-Lei 84/2021 goods must conform to the contract, and you have three years from delivery to raise a lack of conformity. If the portrait arrives damaged, the frame is broken, nails are missing from a kit, or the item does not match what was described, you are entitled to have it repaired or replaced free of charge and, where that is not possible or proportionate, to a price reduction or a refund.
Write to orders@artinblackstudio.com with your order number and photographs of the problem. Transport damage is easier to resolve if you tell us within a few days of delivery, but your three-year right does not depend on that.
We pay the return shipping on any item that is faulty, damaged or wrongly supplied.
4. Return costs and condition
Where the right of withdrawal does apply, you bear the direct cost of returning the goods unless we have agreed otherwise. Please pack the item as it arrived: the box is 52 × 52 × 5 cm and the surface is a taut thread field that marks easily. You are liable only for any loss in value caused by handling the goods beyond what is needed to establish their nature and characteristics.
5. Complaints and dispute resolution
Tell us first — most problems are settled directly. If we cannot agree, you may use the electronic complaints book at livroreclamacoes.pt.
For out-of-court resolution you may turn to CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, www.cniacc.pt. A full list of authorised Portuguese consumer arbitration entities is kept by the Direção-Geral do Consumidor at consumidor.gov.pt.
The European Commission's online dispute resolution platform closed on 20 July 2025 and is no longer available, so complaints should be addressed through the routes above.
6. Model withdrawal form
Use this only where the right of withdrawal applies — see section 2. Complete and return it to us by e-mail.