Returns & Refunds

Right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.

You can exercise this right online using our Withdraw from contract here function. The function asks for your name, information identifying the contract or order, and the email address where your confirmation should be sent. After you submit it using the Confirm withdrawal button, an acknowledgement is sent to the email address you provide.

You may also exercise the right of withdrawal by emailing hello@cansurossi.com within the withdrawal period and making a clear statement that you wish to withdraw from the purchase. After notifying us, you must send the goods back without undue delay and no later than 14 days from the date of your withdrawal notice.

Return address

Cansu Rossi
Via Martiri della Libertà 51
13898 Occhieppo Superiore (BI)
Italy

Return shipping

For change-of-mind returns, you are responsible for the direct cost of returning the goods. Please package the artwork securely. We recommend using a tracked and adequately insured shipping service.

Condition of returned items

You may inspect the goods as you would in a physical shop. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and condition of the goods. Original packaging is not required as a condition of exercising the statutory right of withdrawal, but the item must be packed securely for return.

Refunds

Where the statutory right of withdrawal applies, we will reimburse the payments received from you, including the cost of our least expensive standard delivery option offered for the order. Any additional amount paid for a more expensive delivery method, such as express shipping, is not refundable.

We will make the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first. Refunds will normally be made using the same payment method used for the original purchase.

Custom commissions and personalised work

The statutory right of withdrawal does not apply to goods made to your individual specifications or clearly personalised. This includes custom commissions created specifically for you. This exception does not affect your rights if the item is faulty, damaged or does not conform to the agreed order.

Standard catalogue prints are eligible for the statutory right of withdrawal and are not treated as personalised goods solely because they are printed after an order is placed.

Damaged, faulty or incorrect items

Please contact hello@cansurossi.com as soon as possible if your order arrives damaged, is faulty, or is not what you ordered. Your statutory consumer rights remain unaffected. Where a return is required because goods are defective or non-conforming, the applicable return costs are borne by us.

Sale items

Discounted or sale pricing does not by itself remove statutory consumer rights. Eligible sale items remain subject to the statutory right of withdrawal unless a specific legal exception applies.

Model withdrawal notice

You may use the online withdrawal function, send an email making any other unequivocal statement of withdrawal, or use the following wording. Use of this exact wording is not mandatory:

I hereby give notice that I withdraw from my contract of sale for the following goods: [describe goods].
Ordered on / received on: [date].
Name: [your name].
Address: [your address].
Date: [date].

Send an email withdrawal notice to hello@cansurossi.com.

This policy does not limit any mandatory consumer rights that apply under Italian or European Union law.