At The Eleven House, our customers’ satisfaction is the key to success. Therefore, we are focused on making your shopping an unforgettable experience.
You have a period of 14 calendar days from the date you receive your order to apply your right of withdrawal, return or exchange, except in the case of fresh and/or perishable products that may deteriorate or expire quickly due to their nature, products made according to CUSTOMER specifications or clearly personalized, and/or sealed goods that are not suitable for return due to health protection or hygiene reasons and that were unsealed after delivery. The right of withdrawal, return or exchange shall not apply to such products.
f a product arrives defective or damaged, you must report the product(s) within 24 hours of receiving the order. It will be exchanged for the same product, and the product in poor condition must be sent back to our warehouses, at no cost to the customer.
If a product is defective and it is returned to us for our verification, but in the end the product is not defective according to the subsequent analysis, the costs of returning the product to our warehouses and its subsequent re-shipment to the customer’s address must be borne by the customer.
• The product must be in perfect condition and in its original packaging. Additionally, it must not be opened, unsealed or used.
• It must be returned in the same condition in which it was received, with its original packaging intact.
• The return can be made by shipping the goods by certified ordinary mail to the address that will be provided in the exchange process, or that we attach in the original shipment. The customer must bear the product shipping costs.
• In the event that you exercise your right of withdrawal, you must also send us the withdrawal document, duly completed and signed.
• In the event of a return, if the total amount of the products purchased and not returned does not meet the minimum free shipping amount (€32), the recipient must also assume the original shipping costs of the initial shipment.
The CUSTOMER has the right to withdraw from this contract within 14 calendar days without justification if the order in question did not contain fresh and/or perishable products that may deteriorate or expire quickly due to their nature, products made according to CUSTOMER specifications or clearly customized, and/or sealed goods that are not suitable for return for health protection or hygiene reasons and that were unsealed after delivery.
The withdrawal period will expire 14 calendar days from the day that the CUSTOMER or a third party designated by him/her, other than the carrier, acquired material possession of the product.
To exercise the right of withdrawal, the CUSTOMER must notify us of his/her decision to withdraw from the contract by means of an unequivocal statement (for example, a letter sent by post, a telephone call or an email), sending it by post to The Eleven House, at Carrer Major, 11, 17113, Peratallada, Spain; by email to the email address info@theelevenhouse.com; or by calling us on 972 96 60 51.
If your communication relating to your exercise of this right is sent before the corresponding period expires, you will have complied with the withdrawal deadline.
Consequences of withdrawal:
In the event of withdrawal by the CUSTOMER, we will refund all payments received for the purchase, including delivery costs (with the exception of the return shipping costs resulting from the CUSTOMER’s choice of a delivery method other than the least expensive ordinary delivery method that we offer) without any undue delay and, in any case, at the latest within 14 calendar days from the date upon which we are informed of your decision to withdraw from this contract. We will proceed to make such reimbursement using the same means of payment used by the CUSTOMER for the initial transaction, unless the CUSTOMER has expressly agreed otherwise; in any case, you will not incur any fees as a result of the reimbursement.
Notwithstanding the foregoing, we may withhold the refund until we have received the products, or until the CUSTOMER has presented proof of their return, depending on which condition is met first.
The CUSTOMER must return or deliver the goods directly to The Eleven House, located at Carrer Major, 11, 17113, Peratallada, Spain, without undue delay and, in any case, not later than 14 calendar days from the date upon which he/she informs us of the decision to withdraw from the contract. The deadline will be considered met if the goods are shipped back before the expiry of this period.
The CUSTOMER must assume the direct cost of returning the product, understood to be the costs of returning the product to our warehouses.
****The CUSTOMER will only be responsible for a reduction in the goods’ value resulting from any handling other than that necessary to ascertain the nature, characteristics and functioning of the products purchased.
If the purchased product reveals any manufacturing or quality defect, or in the event of product loss by the courier, the CUSTOMER may request its return and/or replacement, within 14 calendar days after acquiring material possession of the product. In this case we will assume responsibility for collecting the defective or missing product and sending another identical product at no additional cost to the CUSTOMER. If the CUSTOMER wants a monetary refund, the defective or missing product must be reported within 24 hours after receiving the order. If it is reported later and the CUSTOMER does not want the product replaced, the full amount paid for the defective product will be reimbursed in the form of a discount code to use with their next order(s).
Products on sale, promotion and/or discounted cannot be exchanged or returned.
A product exchange can be requested, except in the case of orders including fresh and/or perishable products that may deteriorate or expire quickly due to their nature, products made according to CUSTOMER specifications or clearly personalized, and/or sealed goods that are not suitable for return due to health protection or hygiene reasons and that were unsealed after delivery. Exchanges of jewellery and jewellery products are not accepted either. The CUSTOMER must contact customer service WITHIN 14 calendar days of acquiring material possession of the product. Shipping and collection costs for exchanges will be borne by the CUSTOMER. Freight collect shipments will not be accepted under any circumstances.
All works are original and will be delivered by DHL Express courier service, together with a certificate of authenticity signed by the artist, and with special art insurance to guarantee fast, safe delivery.
Therefore, these shipment prices are different from those of normal products. After the order is confirmed the gallery will contact you within 2 business days to coordinate pickup or shipping (In case of shipping, costs will be borne by the costumer).
In compliance with Law 7/1996, of 15 January, regulating the Retail Trade; and Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, the customer will have a period of 15 calendar days to return the work of art, counting from the day it was received. To do this, the aforementioned artwork must be sent together with the certificate of authenticity to the sender’s address shown.
In this case, The Eleven House will refund the full amount paid for the purchase with no need to provide any reason for the return.
Request the return at the email address: info@theelevenhouse.com. Likewise, you are hereby informed that the shipping costs incurred for this return shall be borne by the customer
In the event there is damage in transport the work of art can be returned, and its price will be refunded.
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