Delivery and returns

Take a little time to decide

For online purchases of non-personalised physical goods, you have 14 calendar days to tell us that you would like to return your purchase, without having to give a reason. This includes original paintings, limited editions, open editions, standard frames and items bought at a reduced price.

The period starts the day after you, or someone you designate other than the carrier, receives the goods. If items from one order arrive separately, it starts after the last item arrives. If the deadline falls on a weekend or public holiday, it extends to the next working day. You may also tell us before delivery.

These are your statutory withdrawal rights where Belgian or EU consumer law applies. We offer the same 14-day change-of-mind return arrangement for eligible physical goods bought online by our customers elsewhere. Any stronger mandatory rights that apply to you remain unaffected.

Let us know

Email returns@hearts-colors.com, or write to the address below, clearly telling us that you wish to return your purchase. Your name and order number help us find it, but you do not need special wording or prior approval. You may use the optional withdrawal form below. Sending your notice before the deadline is sufficient; you do not need to wait for our reply.

The Hearts & Colors Company
Nachtegalenlaan 11
3080 Tervuren
Belgium

We will help with the journey back

Hearts & Colors pays the return shipping, including for a change of mind. Contact us so we can organise a prepaid return or collection suitable for your piece, particularly for framed artwork. Please coordinate with us before booking your own transport so we can make the arrangements together.

Unless we arrange to collect it, send the item back within 14 calendar days after telling us you wish to withdraw. Sending it within that period is sufficient. If we arrange collection, we will agree the practical details with you. A delay on our side will not take away your rights.

Please handle the piece with care and return any accompanying certificate and accessories. You may unpack and inspect it as you would in a shop. Keep the original protective packaging if you can—it is often the safest way to send artwork back. If you no longer have it, tell us so we can help you choose suitable protection. Missing original packaging does not, by itself, remove your right to return.

We do not charge a restocking fee. Where the law permits, a refund may reflect an actual loss in value caused by handling beyond what is needed to establish the item's nature, characteristics and functioning. If this arises, we will explain the reason and amount; ordinary inspection is not a reason to refuse a return.

Your refund

We refund the price paid for the returned goods. If you withdraw from the whole order, we also refund the cost of our least expensive standard outbound delivery option. Any extra amount you chose to pay for an upgraded delivery service is not included. For a partial return, we refund any outbound delivery charge attributable solely to the returned items; a charge that would have been the same for the items you keep is not refunded.

We issue your refund without undue delay and within 14 calendar days of receiving your withdrawal notice. Unless we have offered to collect the goods, we may wait until we receive them or you provide evidence of sending them back, whichever happens first. This is not an additional 14-day waiting period after inspection.

We use your original payment method unless you expressly agree to another fee-free method. We will not require you to accept store credit. Your bank or payment provider may need a little time to display the refund; contact us if you need help tracing it.

If something arrives damaged or is not right

Please contact us if your order is damaged, faulty, incomplete or different from what you ordered. We are your point of contact and will deal with the carrier or supplier; you do not need to pursue an insurance claim yourself.

If possible, photograph the packaging and the issue and keep the packaging while we arrange the next steps. These details help us resolve things, but your legal rights do not depend on reporting damage at the doorstep, having photographs, keeping the original box or an insurer accepting a claim. We cover the necessary return and remedy costs for goods that do not conform to your order.

Your legal guarantee

Consumer purchases of new goods are covered by Belgium's two-year legal guarantee of conformity from delivery. Please tell us about a defect promptly and within two months of discovering it. A defect appearing within the two-year period is presumed to have existed at delivery unless shown otherwise.

You may request repair or replacement without charge, subject to what is possible and proportionate. If these remedies are unavailable, unsuccessful, refused, unreasonably delayed or cause significant inconvenience—or the defect is sufficiently serious—you may be entitled to a price reduction or to end the sale and receive a refund. A minor defect does not give a right to end the sale. A unique artwork may not be replaceable; we will discuss the appropriate remedy with you. Other statutory rights, including those concerning hidden defects, remain unaffected.

Commissions and genuinely personalised work

The change-of-mind right does not apply to goods made to your individual specifications or clearly personalised for you, such as a commissioned painting created to your brief. We will explain any applicable exception before you order.

A work is not excluded simply because it is an original, numbered, signed, discounted or printed after an order. Choosing a standard option from our catalogue is not, by itself, treated as personalisation. Personalised goods still benefit from your rights if they are faulty or do not match the agreed order.

This policy covers physical goods. Your statutory rights for gift vouchers remain unaffected.

If you need further help

Write to returns@hearts-colors.com and we will work with you to resolve the issue. If we cannot resolve a consumer complaint together, you can contact Belgium's Consumer Mediation Service for help with an out-of-court resolution. This does not restrict your right to go to court or use other available remedies.

Optional withdrawal form

Use this only if you want to withdraw from your purchase. An ordinary email clearly stating your decision is equally valid.

To: The Hearts & Colors Company, Nachtegalenlaan 11, 3080 Tervuren, Belgium; returns@hearts-colors.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

• Goods:
• Ordered on / received on (delete as appropriate):
• Consumer name(s):
• Consumer address(es):
• Order number (optional):
• Signature(s) (only if this form is sent on paper):
• Date: