1. Return policy
You have the following rights of cancellation for online orders of products:
You have the right to cancel this contract without reason within 14 days after the day you (or someone you nominate) receives the products, unless:
a) your products are split into several deliveries over different days – in this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products;
b) your products are for regular delivery over a set period – in this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
This right does not apply to “Custom Finish” or made to measure products.
To exercise your right to cancel, you must inform us
AVENSO UK Ltd.
57 South Molton Street
W1K 5SJ London
Tel.: +44 (0) 20 3411 1846
of your decision to cancel in a clear, written statement (by letter or e-mail, for instance). You may use the contact form we’ve provided here, but are not required to do so.
The deadline for the right to cancel will be met as long as your statement indicating you will be exercising the right to cancel is sent within the allotted cancellation period.
Please note that we have excluded the return policy for works from the WhiteWall photo laboratory as well as works with a freely selectable size (variable size) from the WhiteWall Art Market and the WhiteWall galleries. This is because these works are individually finished according to your preferences and our cut according to your needs.
Should you cancel the contract, we will refund all payments received from you, including shipping costs (with the exception of additional costs from selecting a different type of delivery than the standard, cost-effective shipping we offer) promptly. If you are exercising your right to change your mind then:
a) if we have not offered to collect the products, your refund will be made within 14 days from the day on which we have received the product back from you or until you have provided proof of their return shipment, whichever comes first;
b) in all other cases, your refund will be made within 14 days of you telling us you have changed your mind.
If you end the contract for any reason after the products have been dispatched to you or you have received them, you must return them to us. If you are exercising your rights to change your mind, you must send the products off within 14 days of the date you inform us of the cancellation. This deadline will be met as long as you post the goods to us within this 14-day period.
We shall bear the costs for returning products if the products are faulty or misdescribed, if you are ending the contract because we have told you of an upcoming change to the product or these terms, a delay in delivery due to events outside of our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you have exercised your right to change your mind), you shall bear the direct costs of returning products. Typically, goods cannot be returned by normal post. Please contact our Customer Service for more information on [+44 203 6087590 OR +49 30 30 30 69 69] for more information or to arrange a collection.
We may make deductions from the price of the products when refunding you if you are exercising your right to change your mind. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the product if this has been caused by your improper handling of the products.
Should you notify us that the goods are defective or misdescribed, we shall refund all payments received from you, including shipping costs (with the exception of additional costs from selecting a different type of delivery than the standard, cost-effective shipping we offer) promptly. You must return the goods to us.
Goods that can be returned as packages must be returned at our risk. Please ensure the work is packaged appropriately and that it is well protected. Ideally, use the original packaging in which the item was delivered, including all protective material.
Goods that cannot be returned as packages will be picked up from your address.
To ensure quick processing, please call our hotline in advance. This is not obligatory.
2. Costs of returning products
We shall bear the costs for returning goods if the goods are faulty or misdescribed, if you are ending the contract because we have told you of an upcoming change to the product or these terms, a delay in delivery due to events outside of our control or because you have a legal right to do so as a result of something we have done wrong
3. Out of stock products
In the unlikely event that the material needed for the production of your order is unavailable, we will not charge you for the product, we will contact you immediately and, if possible, give an updated approximate delivery date.
4.1 In relation to the supply of products to you, we are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with Part B of these General Contract Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or our failing to use reasonable skill and care. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
4.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability:
(a) for death or personal injury due to our negligence or the negligence of our employees, agents or subcontractors;
(b) for breach of your legal rights in relation to the products, including the right to receive products which are as described and match information we provided you and any sample or model seen or examined by you, of satisfactory quality, fit for any particular purpose made known to us, supplied with reasonable skill and care, and for defective products under the Consumer Protection Act 1987.
4.3. We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
4.4. Different limitations and exclusions of liability will apply to liability arising as a result of the use of our site, which will is set out in Part C of these General Contract Terms and Conditions.