Made for you, so it cannot come back
Last updated: [DATE]
This is the one thing we need you to read before you pay. It is short.
The plain version
Every Vello is created from the photograph you upload. It exists because you sent us that image, and it is not something we could sell to anyone else. Because of that, it is a personalised good, and personalised goods are excluded from the usual 14 day right to change your mind about an online purchase.
Once you place your order, you cannot cancel it just because you changed your mind.
We say it here, we say it at checkout, and we say it again in your confirmation email, because we would rather you knew twice than found out once.
The legal version
Under article 16(c) of Directive 2011/83/EU on consumer rights, and article 103.c of Spanish Royal Legislative Decree 1/2007, the right of withdrawal does not apply to the supply of goods made to the consumer's specifications or clearly personalised.
The European Court of Justice has confirmed, in Case C-529/19 of 21 October 2020, that this exception applies from the moment the contract is made, whether or not the trader has started producing the goods.
We tell you this before you are bound, as article 97.1 of Royal Legislative Decree 1/2007 requires.
What you confirm at checkout
Before the payment button, you tick a box that reads:
I understand that my Vello is made to order from the photograph I uploaded, and that because it is personalised for me the 14 day right of withdrawal does not apply once my order is placed. My rights if the artwork arrives faulty or damaged are unaffected.
We record the date, the time and the exact wording you saw, and we repeat that sentence in your confirmation email.
What we give you anyway
We are not in a hurry to keep money from someone who does not want the artwork.
Free cancellation until the work begins. You can cancel for a full refund at any point before the studio starts creating your artwork. The button is on your order page while that window is open, and it closes when the studio picks your order up.
A preview, always. Nothing goes into production until you have seen your Vello and said yes. Tell us what to change and we work on it again, with no limit and no extra charge. If we do not hear from you within 5 days we take that as approval and start production.
An honest conversation. If something about your Vello disappoints you, write to us. We are a small studio and we would rather fix it than win an argument.
The digital artwork works differently
If you buy the €29 digital artwork, it is a digital file rather than a physical good, and different rules apply.
Before we deliver it, you confirm two separate things:
I ask VELLO to start creating and delivering my digital artwork now.
I understand that I lose my 14 day right of withdrawal once the file is delivered to me.
You have to tick both statements to order the digital artwork. If you would rather keep your 14 day right of withdrawal, write to hello@madebyvello.art and we will take the order by hand and deliver the file once the 14 days have passed.
What this notice does not touch
None of this affects what happens if something goes wrong.
- If your artwork arrives damaged, we remake it and reship it at our cost. Until it is physically in your hands, the risk is ours.
- If it is faulty, not what we described, or not what you ordered, you have a three year legal guarantee under Spanish law and we repair, replace or refund at no cost to you.
- If we cannot deliver at all, you get your money back.
Those rights are yours by law. Nothing on this page reduces them, and nothing we write anywhere else can either.