Refund policy
Returns & Refund Policy
At Bestis, each portrait is created specifically for you from the photo you provide. Because of the personalized nature of our products, our returns and refunds policy complies with applicable Spanish and European consumer regulations.
Please read the following carefully.
1. Right of withdrawal (EU consumers)
In accordance with Directive 2011/83/EU and Spanish consumer law (Real Decreto Legislativo 1/2007), customers generally have the right to withdraw from a distance purchase within 14 days.
However, this right does not apply to goods made to the consumer’s specifications or clearly personalized.
All Bestis portraits — digital and physical — are custom-made based on images provided by the customer. Therefore:
Orders are not eligible for cancellation, return, or refund once production has started.
By placing an order, you acknowledge and accept this exception.
2. Preview approval before production
Before sending any physical product to print, we provide a preview of the portrait for approval.
Customers may request adjustments at this stage.
Once the preview is approved and production begins, the order becomes final and cannot be cancelled or refunded.
3. Damaged, defective, or incorrect items
Please inspect your order upon delivery.
If your item:
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arrives damaged
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is defective
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or you receive the wrong item
contact us within 48 hours of delivery at:
Include:
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order number
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description of the issue
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photographic evidence
If the issue is confirmed, we will offer, at our discretion:
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replacement at no cost
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or refund where appropriate
This does not affect your statutory consumer rights.
4. Returns eligibility
Returns are only accepted where legally required or explicitly approved by us due to verified defects or fulfillment errors.
Unauthorized returns will not be accepted.
5. Exchanges
As each product is made individually, exchanges are not available.
If an issue occurs, please contact us and we will evaluate the appropriate solution.
6. Refund process
If a refund is approved:
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It will be issued to the original payment method
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Processing may take up to 10 business days
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Financial institutions may require additional time to reflect the transaction
If more than 15 business days have passed since approval, please contact us.
7. Contact
For any return or refund enquiry: