Refund policy

Refund & Return Policy

At Diogo Cadavez, every piece that leaves this store matters — to me and to you. If something isn't right, reach out and we'll work it out.

Two Types of Products, Two Different Processes

Returns and refunds work differently depending on what you ordered. Please read the section that applies to your purchase.

Prints & Tote Bags — Fulfilled by Gelato

These products are made on demand specifically for your order. Because of this, we don't accept returns or exchanges for change of mind — please check sizes, finishes, and framing options carefully before purchasing.

If your order arrives damaged, misprinted, or defective: Contact us within 7 days of delivery at diogocadavez@hotmail.com with:

Your order number
Clear photos of the issue and the packaging

In most cases we'll arrange a reprint or refund without requiring you to return the item. What we can fix depends on what Gelato's production guarantee covers — but we'll always advocate for you.

We cannot offer refunds or replacements for:

Incorrect size or finish chosen at checkout
Slight color variation between screen and print (this is normal)
Items damaged after delivery

Original Artworks — Shipped by Me Personally

Original single pieces are handled differently. Because these are unique works, returns are considered case by case.

If you receive an original artwork that is damaged in transit, contact us within 7 days of delivery with photos of the damage and packaging. We'll figure out the best path forward together — whether that's a refund or another solution.

For any other concerns about an original piece, reach out before or after purchase at diogocadavez@hotmail.com. These aren't faceless transactions and they won't be treated like one.

Please note: original artworks cannot be exchanged for a different piece.

European Union — Right of Withdrawal

If you're ordering from within the EU, you have the legal right to cancel your order within 14 days of receiving it, for any reason.

However, under EU consumer law (Directive 2011/83/EU), this right does not apply to goods made to the consumer's specifications or clearly personalised — which includes all print-on-demand products produced specifically per your order through Gelato.

For original artworks, the 14-day right of withdrawal applies. The item must be returned unused, undamaged, and in its original packaging. Return shipping costs are the buyer's responsibility.

Return Shipping

Where returns are accepted, customers are responsible for return shipping costs. We recommend using a tracked service — we can't be held responsible for items lost in return transit.

Original shipping costs are non-refundable.

Refunds

Once a refund is approved, it will be issued to your original payment method within 10 business days. Your bank may take additional time to process it on their end.

If 15 business days have passed since approval and nothing has appeared, contact us at diogocadavez@hotmail.com.