Returns & Replacements

Returns & replacements

Our policy covers product damage or loss only with the appropriate documentation. All items are packed with care and inspected before shipment.

Please report damages/missing/issues with items within 30 days of delivery with photos (package and items) and lost packages within 30 days from shipment.

Damage from usage by the end user is not applicable to the replacement policy. Reports after this time are not accepted.

For Claims: our shipping insurance may require customer assistance and information. Such information includes, statements, police report, and or an affidavit. *

Lost Packages: Lost packages are defined as lost in transit and not delivered. If your package has status of delivery, but you have not received, please contact the mail carrier directly for assistance and file missing mail claim.*

When contacting us about a return or replacement, please include your order number, photos, and brief description of the issue. After we receive all required information we will follow our claims process. 

Note: some items may not be eligible for refund. These include discounted, final sale, limited or customized items, and E-Gift cards. 

All items are considered final unless stated otherwise. No Exchanges.  Orders cannot be canceled once shipment occurs.

• Returns/Refunds outside of the USA are not available.*
• Shipping charges are not refundable.
• Processing fees may apply to returned packages (varies per order).
• Packages that are considered abandoned or refused are not refundable.
• If an order is undeliverable and returned to sender, we can issue an e-credit or refund to the original payment method, minus processing and return fees. Please note, all items must be in re-sellable condition to be eligible for a refund or credit/E-gift card.

Unauthorized Returns

If you return an item without prior approval, we reserve the right to:

• Deny the refund entirely, or
• Issue store credit (e-gift card) at our sole discretion

Unauthorized returns may be returned to you or discarded. 

We are not held responsible for missing items after custom inspection. If replacement is needed, please understand that the customer will need to pay for cost for international shipments. 

Milan Art Store is not responsible for undeliverable or unclaimed packages. If re-shipment is needed, the customer will need to pay for cost and any additional duties. If you have any questions, feel free to reach out to us.

European Union Consumer Rights Directive

Thank you for shopping with us! By placing an order on our store, you explicitly agree to the following terms regarding returns, cancellations, and product handling. 

1. 14-Day Right of Withdrawal

Under EU consumer protection laws, you have the right to withdraw from this contract and return most physical purchases within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

Please note that certain product categories are strictly exempt from this right, as detailed below.

2. Strict Product Exemptions (No Returns)

• Print-on-Demand (POD) & Custom Items: Under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized. Because our print-on-demand merchandise and art prints are manufactured uniquely for you only after your order is placed, all sales of POD products are final. Returns, cancellations, or exchanges for buyer's remorse or incorrect size selection are not accepted.
• Sealed Goods: Under Article 16 of the EU Consumer Rights Directive, specialized paint sets, liquid mediums, or palette kits sealed with protective foil, shrink wrap, or safety stickers are entirely exempt from the right of withdrawal once opened. Breaking or removing these seals completely voids your right to return that item.

3. Kit and Set Return Policy (No Partial Returns)

Product bundles, art kits, and multi-piece sets are sold as a single, indivisible commercial unit.

• Returned in Whole: Multi-piece kits must be returned in their entirety with all original parts intact and completely unused.
• No Partial Kit Returns: We do not accept partial returns of kits (e.g., returning only selected components for a partial refund). If any single component inside an art kit has been opened or used, the commercial value of the entire bundle drops to zero, the return will be rejected, and no refund will be issued.

4. Condition of Goods & "Diminished Value" Deductions

You have the right to inspect our physical art supplies (such as paint tubes, mediums, brushes, and canvases) in the same manner you would inside a brick-and-mortar retail store. You are legally liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature.

• Consumables (Paint, Mediums, Inks): Uncapping, opening, piercing, or using a consumable product immediately reduces its commercial value to zero.
• Deductions: If an individual consumable item is returned used or unsealed, the full cost of that specific item (100%) will be deducted from your final refund amount.

5. Delay of Refund Pending Inspection

We reserve the right to withhold your refund payment until we have received the returned goods back at our facility, or until you have supplied verifiable tracking proof of having sent the goods back, whichever occurs first. Upon arrival, all returned items will undergo a mandatory physical inspection before any refund is approved.

6. Return Shipping Costs and DDP Requirement

• Customer Responsibility: You are entirely responsible for organizing, booking, and paying for all shipping charges, fees, and costs associated with returning the goods to us.
• DDP (Delivered Duty Paid) Mandate: For all international returns, the shipment must be sent via DDP (Delivered Duty Paid). You must explicitly instruct your courier (such as DHL, FedEx, or UPS) to bill all customs duties, import taxes, and courier administrative fees back to you, the sender.
• Refusal of Shipments: We strictly refuse any return shipments sent DDU (Delivered Duty Unpaid), DAP (Delivered At Place), or Cash on Delivery (COD). Any packages requiring our warehouse to pay import fees upon arrival will be automatically rejected and sent back to you at your own expense.

7. Damaged or incorrect or missing items 

Please inspect your package immediately upon arrival. If your art supplies arrive physically damaged, broken, or leaking due to mishandling by the courier, you must report the issue to our customer support team within 30 days of delivery. 

To process your claim, please email us

1. Your original order number.

2. Clear photos of the outer and interior shipping box (including the shipping label).

3. Clear photos of the damaged items inside.

Please retain all original packaging materials where possible to help expedite the resolution of your claim. While reports of shipping damage or missing items submitted after 30 days fall outside our carrier investigation windows, all items remain covered under your standard EU statutory guarantee against manufacturing defects.

Claims made after 30 days will be evaluated under the standard EU non-conformity framework. Please note that for liquid mediums, chemical compounds, and perishable art supplies, evaluation will take into account standard product shelf-life, handling instructions, and proper storage conditions."

In-Person Orders

We encourage all customers to inspect their items before leaving the store to ensure everything is correct and in perfect condition. Our team is happy to assist with any questions or concerns at the time of purchase.

To help us resolve issues quickly and accurately, any concerns regarding missing items, incorrect products, shortages, or visible damage should be reported before leaving our location whenever possible. This allows us to verify the issue and provide immediate assistance.

Because we are unable to verify the condition or contents of merchandise once it has left our location, claims involving missing items, shortages, incorrect products, or visible damage reported after departure may not be eligible for refund or adjustment. Approved claims may be issued as store credit, an e-gift card, or replacement if reported within 48 hours of purchase. Claims made after the 48-hour period will be reviewed on a case-by-case basis.

If you discover a manufacturer defect that could not reasonably have been identified at the time of purchase, please contact us as soon as possible with proof of purchase (such as your receipt number or email confirmation).

We will review all situations on a case-by-case basis and work with you toward an appropriate resolution.