Refund policy
Return & Refund Policy
Effective: August 5, 2026
This policy applies to orders placed through www.theartmere.com.
Withdraw from a contract online
If you want to withdraw from a contract, you can submit your declaration online here. We then review whether and to what extent a statutory right of withdrawal applies. The statutory right may be excluded for goods made to an individual customer specification or clearly personalised.
Please provide the information we need to identify your order. You do not need to give a reason for withdrawal.
Name
Email
Order number or other information identifying the contract
Additional information, optional
Information about how we process your details is available in our Privacy Policy.
Confirm withdrawalBy clicking "Confirm withdrawal", you submit your withdrawal declaration electronically.
1. Our Commitment
ARTMERE creates hand-painted original artworks on canvas. Each piece is made to order by skilled artists and reviewed before shipping. This policy explains our voluntary 60-day satisfaction guarantee, our preview process and your rights if an artwork arrives damaged, incorrect or not as approved.
2. ARTMERE 60-Day Satisfaction Guarantee
In addition to any statutory rights you may have, we offer a voluntary 60-day satisfaction guarantee from the date of delivery. If you are not satisfied with your artwork, contact us within 60 days of delivery at hello@theartmere.com.
Depending on the situation, we may offer:
- adjustments by the original artist;
- a repaint by another artist, once per order;
- or a return and refund of the purchase price.
For a voluntary return, the artwork must be in the same condition as received and in its original packaging. Return shipping costs are the collector's responsibility unless the return is due to a defect, shipping damage or an error on our part.
The 60-day satisfaction guarantee does not apply to:
- custom commissions or special custom-size works that are not listed in our standard catalog once production has started;
- artworks from a Limited Edition Collection;
- gift cards.
This voluntary guarantee does not limit any mandatory consumer rights that may apply in your country or state.
3. Preview Before Shipping
Before your artwork is shipped, we send preview images of your finished painting for review. If something important feels off, we work with the artist on adjustments before the piece is approved for dispatch. Once you approve the preview, the artwork enters final quality control, packaging and shipping.
4. Cancellations
You may cancel or modify your order within 48 hours of purchase at no cost. After 48 hours, a 15 percent cancellation fee may apply outside any statutory right of withdrawal to cover administrative and artist preparation costs. Once production has started and you have received preview images, voluntary cancellation is no longer available for standard catalog orders. Custom commissions made to your personal specification are non-refundable under our voluntary cancellation policy once production has started. Statutory withdrawal and warranty rights remain unaffected.
5. Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective or incorrect, contact us within 7 business days at hello@theartmere.com with clear photographs of the issue and a short description. After verification, we will arrange a repair, replacement or refund depending on the situation. This right applies regardless of your location and is in addition to any statutory rights you may have.
6. Missing Orders
If your order has not arrived within 30 business days of the confirmed shipping date, contact us at hello@theartmere.com. We will investigate with the carrier and arrange a replacement shipment or refund if the shipment is confirmed lost.
7. Refund Processing
Approved refunds are processed to the original payment method within 10 business days. Your bank or card provider may need additional time to complete the transaction. If more than 15 business days have passed since refund approval, contact us at hello@theartmere.com.
8. Exchanges
We do not offer direct exchanges. If you would like another artwork, please return or cancel the original order according to this policy and place a new order.
9. Statutory Right of Withdrawal for Consumers in the European Union and the United Kingdom
9.1 Exclusion for genuinely personalised goods
Under Article 16(c) of Directive 2011/83/EU, Section 312g paragraph 2 number 1 of the German Civil Code (BGB), and the corresponding exception for genuinely made-to-measure or clearly personalised goods under United Kingdom consumer law, the statutory cancellation right does not apply where the relevant legal requirements are met.
At ARTMERE, this exclusion applies only where those legal requirements are met in the individual case, particularly for genuine commissions or special orders made to a customer's personal specification. The fact that an artwork is painted only after an order is placed, or that a customer selects a design, standard size and frame from our catalogue, does not automatically exclude the statutory right of withdrawal.
9.2 Instructions on withdrawal
The following instructions apply where the statutory right of withdrawal is not excluded.
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, acquired physical possession of the goods.
To exercise the right of withdrawal, you must inform us:
The Artmere UG (haftungsbeschränkt)
Cotheniusstrasse 19, 10407 Berlin, Germany
Email: hello@theartmere.com
Telephone: +49 163 1389600
of your decision to withdraw from this contract by an unequivocal statement, for example by email or post. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
You may also submit your withdrawal through our online form at www.theartmere.com/policies/refund-policy#online-withdrawal.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs, except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us. We will reimburse you without undue delay and no later than fourteen days after the day on which we are informed of your decision to withdraw. We will use the same means of payment that you used for the original transaction unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever occurs first.
You must send back or hand over the goods without undue delay and no later than fourteen days from the day on which you communicate your withdrawal to us. The deadline is met if you send the goods before the fourteen-day period has expired. You bear the direct cost of returning the goods.
10. Additional Rights for Consumers in Canada
Consumers in Canada retain all mandatory rights and remedies available under applicable federal, provincial or territorial law. These may include rights relating to delivery, misleading representations, defective goods, unauthorized charges and distance contracts. Nothing in this policy excludes or restricts a right or remedy that cannot lawfully be excluded.
For consumers in Quebec, the order confirmation and these terms are intended to provide a record of the distance contract. If the merchant fails to provide information required by Quebec law before the contract is formed or fails to provide a copy of the contract within the required period, additional cancellation and chargeback rights may apply. Contact us at hello@theartmere.com if you need a copy of your contract or wish to exercise a statutory right.
11. Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract.
To:
The Artmere UG (haftungsbeschränkt)
Cotheniusstrasse 19, 10407 Berlin, Germany
Email: hello@theartmere.com
Telephone: +49 163 1389600
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*):
- Ordered on (*)/received on (*):
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s), only if this form is submitted on paper:
- Date:
(*) Delete as appropriate.
Our 60-day satisfaction guarantee and our damage policy still apply as described above. Mandatory consumer rights remain unaffected.
12. Contact
If you have questions about returns, refunds or this policy, contact us:
The Artmere UG (haftungsbeschraenkt)
Cotheniusstrasse 19, 10407 Berlin, Germany
Email: hello@theartmere.com
Website: www.theartmere.com
We usually respond within 24 hours on business days.
This policy was last updated on August 5, 2026. We may update this policy from time to time. Changes apply to orders placed after the updated policy is published. This document is not legal advice.