Shipping policy

Shipping

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it.

Carefully check the package upon delivery, and if possible, open it in the presence of the courier. At this point, the customer should note any anomalies observed in the packaging and, if necessary, also in the product, being as detailed as possible. If the package and/or product is damaged, the customer may refuse the package or accept it with reservation. It is advisable to document both the sealed package and the contents after opening it with photos or videos: in case of damage, it will be easier to prove the courier's responsibility and receive a refund.

If you are returning an item due to our mistake or because the item is damaged, we will arrange the return of the incorrect or damaged item and send you a replacement item at our expense (but not if you were made aware of the product's defects, meaning you were aware of the product's suboptimal condition at the time of purchase and decided to buy it with some malformation, damage, or defect). Please contact our office via email or phone within seven working days from the delivery date, specifying your name and address, invoice and order numbers, the items you wish to return, and whether the item was sent by mistake or damaged during transport. Please do not return the items at your own expense, we will arrange a convenient day for you to return the incorrect/damaged item.

Each returned item must be packaged in its original packaging, and in the case of prints, the packaging must be sealed. Due to the nature of prints wrapped in acetate, any damages received during transport should be clearly visible without opening the print. We regret that we cannot accept returns of prints if the item has been opened, i.e., removed from the acetate wrapper.

The delivery of the correct item or the replacement of a damaged item will be carried out as soon as possible and will be agreed upon with you via phone or email.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as custom products (e.g., commissioned or customized works, prints and/or frames made on request). The customer is made aware that, if a consumer, they cannot exercise the right of withdrawal as per Articles 64 et seq. of the Consumer Code, in the case of orders for goods that are made to order or clearly customized or, by their nature, cannot be resold, specifically all fine-art Giclée prints or any production made on the express request of the customer, according to Article 55, second paragraph, letter d) of Legislative Decree 206/2005 and subsequent modifications.

In exceptional cases, at HANP's sole discretion, a customer may be granted order cancellation only if the production, printing, and/or requested services have not been initiated and, in any case, only for orders with a value exceeding 500.00 Euros (excluding shipping costs). The request for a refund must be communicated in writing (at least by email) and will incur a 100.00 Euro processing fee.

Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns of gift cards.

14-Day Withdrawal Period for the European Union

Regardless of the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 working days for any reason and without justification (right of withdrawal). As mentioned above, your item must be in the same condition in which you received it, without damage or alterations, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, you must contact us at info@hanp.it or call +39 331 708 0962, providing your name and address, invoice number, and the items you wish to return. If the return is accepted, we will send you a return shipping label, along with instructions on how and where to send the package. Items returned without prior return authorization will not be accepted.

If you decide to cancel your purchase within the 14-day withdrawal period and there is no error on our part, we will refund the cost of the item and the delivery cost to you. We will not refund the return shipping costs unless you are returning the item because it was delivered incorrectly, or if the item was damaged upon delivery (but not if you were made aware of defects in the product, meaning you knew of the product's suboptimal condition at the time of purchase and chose to purchase it despite some malformation, damage, or defect).

Shipments

HANP uses national and international couriers to deliver the product. Shipping costs are the responsibility of the customer and may not be indicated in the order. In any case, HANP, www.hanp.it, cannot be held responsible for delays or failure to deliver. Delivery will be made to the address provided at the time of the order and as specified by the customer. The information provided at the time of the order is binding for the customer; if there is a mistake in the recipient's address, HANP, www.hanp.it, cannot be held responsible for the inability to deliver the ordered products. Upon receipt of the goods delivered by the courier, the customer, before accepting the package, must verify the integrity of the packaging in the presence of the courier. If the packaging shows any visible damage or has been subjected to shocks or is wet, or if the courier refuses to wait for the inspection, the customer must sign the delivery receipt with the wording "subject to inspection." This will allow us to initiate a complaint process with the courier.

The delivery times expressed on the website are always to be understood as business days (excluding Saturdays) and are purely indicative and may change. Delivery times begin from the moment the payment is made or the payment receipt is received.

The times calculated on the product page refer only to the preparation time of the product itself for shipment (delivery by the artist or third parties to the courier) and do not include delivery times (i.e., the actual delivery by the courier to the customer).

All shipments are insured and traceable.

Thank you for your interest in art at www.hanp.it