Returns and refunds

What is your returns policy?

Our Limited Edition Photography, Private Collection, Paintings and Sculptures come with a 14 day refund policy if you are not completely satisfied. You can get in touch with us at info@maestro-gallery.com.

* IMPORTANT * Our Photography Art Market works are excluded from the return policy. A return policy under Article 6:230o BW (right of revocation and return) (Dutch Civil Code) is excluded, as the works are produced in accordance with your own individual specifications and are clearly personalised (Article 6:230p BW). Our Photography Art is made to order (MTO), or custom-made, meaning each print is unique and tailored to your specifications. MTO minimizes waste by manufacturing products based on custom orders in the quantities specified. We take pride in our ability to produce products in a manner that minimizes waste.

Refunds for our Limited Edition Photography, Private Collection, Paintings and Sculptures can only be processed for artworks that are returned in perfect condition. The item must be in the same condition that you received it, which means unworn or unused, in its original packaging including all protective material, and with all accompanying documentation, such as the receipt or proof of purchase, the Certificate of Authenticity and any other items in the package or box.

In the unlikely event that you would not be satisfied with your product, simply contact customer service within 14 days of receiving your order by emailing: info@maestro-gallery.com with:  
• Your name
• A short explanation
• Your order number
• At least two clear pictures of the package or box.

Including these things will help us to resolve things quickly. Please allow 1-2 business days for our team to be in touch with you. We will be glad to arrange a refund, repair, or replacement as necessary. In addition, you will not be eligible to claim if you were aware of the reason for your claim before your purchase. Upon your request, we arrange a door-to-door collection for all returns, which will be coordinated directly with you. We will provide a tracking number. If you book your own courier your order will not be tracked by our system, which could mean that you will not be eligible for a refund. We'll handle your return after we've received the artwork in good condition. Return items will be refunded within 14 days of their arrival at our warehouse. All refunds will be issued to the original payment method, and they may take up to 10 days to appear in your account.

The cost of the artwork will be reimbursed to you, minus a handling charge. The precise quantity depends on your height, weight, and location.

No VAT or import fees will be refunded by Maestro Gallery. You may be eligible to reclaim these expenses from your local tax authorities in some situations. We cannot provide exchanges or refunds due to damages caused by customer handling, storage or treatment.
In the unlikely event that the material needed for the production of your order is unavailable we will contact you immediately and, if possible, give an approximate delivery date or suggest alternate product options.

Can I cancel or change my order?

Yes. For our customizable photography artwork, you can cancel your order for up to 1 hour after placing an order. To cancel your customizable photography artwork, you have to use our chatbot or call us directly on (+31) 020__________. Unfortunately, cancellation for customizable photography artwork by e-mail are not accepted. After the 2 hour time limit, your order enters the production process, which is why it is unfortunately not possible to cancel it after that time.

Please note that the entire amount due for the order is automatically debited in advance upon submitting the order. After cancelling an order, you will promptly receive an e-mail confirmation.

For products from our Private Collection, Limited Edition photography artworks, paintings, and sculptures, you can cancel within 24 hours of placing your order via the chatbot, email (info@maestro-gallery.com) or call us directly on (+31) 020__________. After this period, any requests will not be able to be fulfilled because the artwork will either have been sent to our framing partner or packaged and ready to be shipped.

What happens if my order arrives damaged?

Please check your delivery in the presence of the delivery person. If you find damages, you should refuse the delivery. Then contact our customer service right away so that they can get a replacement made right away. For fast processing, it is very helpful to e-mail photos documenting the damage to our customer service team. If you have already accepted the order before spotting damage(s), please contact our customer service right away. Please keep the original packaging in case the goods need to be shipped back. You can reach our customer service via the chatbot, email (info@maestro-gallery.com) or call us directly on (+31) 020__________.

What does the Maestro Gallery Satisfaction Guarantee mean?

We place a high value on customer satisfaction. As a result, if something does not meet your expectations, we ask that you please notify us as soon as possible. We will work together to find a solution to your concerns, whether that means remaking the goods or compensating you. We endeavour to improve on a regular basis in response to your input in order to maintain your satisfaction in the future.To contact us, please send an e-mail to info@maestro-gallery.com within two weeks of receiving the goods. In the subject line of your email, please type "Satisfaction Guarantee" and include what is wrong as well as your order number. We will need at least two clear pictures that document the issue for us to make an accurate assessment. We will review your case in collaboration with our Quality Assurance team to ensure that we can continue to fulfil our high standards. Afterwards, our Customer Service will contact you as soon as possible to find a solution.