Refund policy

Dear Customer, we have a 30-day return policy from the confirmed date of shipping, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@aquetzalli.art. Please note that returns will need to be sent to the address that we share with you once you contact us about the desire to return the item in question. 

If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@aquetzalli.art

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials in any form (and by ¨hazardous materials,¨ we mean anything that your lawyer or ours could construe as such), flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The cooling off period expires 14 days after the day you received your goods.  As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that if you do decide to cancel an order and/or return the order within 14 days of receiving it, not only must it meet the criteria above but you will be responsible for returning the order, paying for the shipping for the return of the order to the address we inform you of, and you will be responsible for paying a $50 USD restocking fee. 

Original Paintings and their letter of provenance are final sales. In the event you do try to cancel or return an original painting, the painting must be packaged in the original packaging; if the original packaging has been damaged, it is your responsibility for packaging the painting in the safest manner possible and you will be responsible for paying for the return shipping as well as $150 USD restoration fee. 

Store Credits & Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return meets our criteria for approval as stated above or not. If approved, you’ll be credited with the total amount of the item purchased that you have returned in the form a Aquetzalli Store Discount Code unique to you for single use that can be applied to your next purchase with Aquetzalli within 10 business days. This code will be send via email. Please note, in order to apply this store credit you must have created or must create an Aquetzalli account - which takes no time at all - as we tie these store credits to a single buyer for security reasons.

If you are in the European Union

If you are in the European Union, the same above holds true with respects to whether or not we will accept the return or cancellation with the exception that you will issued a refund in the form of payment you used for the amount including the original shipping cost, unless the original shipping cost was not included in the pricing of the original painting. In that case you will be refunded for what you paid at checkout for that particular item. 

Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@aquetzalli.art.