Complaints and returns
If you are not satisfied with the quality of the products you have received, please contact us within 14 days of receipt and we will do our best to investigate and find a solution.
If your claim is validated by our quality assurance team, we will send you a reprint as soon as possible or offer a full refund for the defective order.
We would like to point out that the same printing machines, paper types and work processes are used by our printing partners in order to minimize color variations. That said, printing is a chemical process and 100% consistency cannot be achieved. Several factors affect the color, texture and final result: machine type, machine settings, paper types, humidity in the room, when the machine was last cleaned, to name just a few examples. Color variations that may occur due to the above reasons are within acceptable tolerance levels and are not covered by our quality guarantee.
Defective or damaged products
If you receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product, we will cover the cost of the new order. The complaint does not apply to errors or damage caused by incorrect handling of the product, by incorrect handling, by loss or other damage caused by the buyer or others.
If you or your end customer provide an address that is deemed insufficient by the courier, the shipment will be returned to our print partner and destroyed. If you wish to place a new order with an updated address, you are liable for the costs of the new order.
Before an item is returned, Alcyone must be contacted and receive an email with a photo and description of the damage/defect with order no.
If a refund has been agreed, please send your bank details so that we can transfer the agreed amount.
Right of withdrawal
There is a 14-day full right of return on goods purchased in our Webshop. The period is calculated from the day you receive the item. Cancellations must be reported to us no later than 14 days after receiving the item. The notice must be given by mail at firstname.lastname@example.org. In the message, you must make us clearly aware that you wish to exercise your right of withdrawal.
The condition of the item when you send it back
You are only liable for any deterioration in the value of the goods which is due to handling other than what is necessary to determine the nature, characteristics and way of functioning of the goods. In other words – you can try the product in the same way as if you tried it in a physical store.
If the item has been tried on in addition to what is described above, we consider it as used, which means that if you cancel the purchase, you will only get a part or none of the purchase amount back, depending on the item's commercial value.
In order to receive the entire purchase amount back, you must therefore do the same as you can in a physical store. You may test the item, but not actually use it.
Return costs must be borne by you and returned goods are not accepted per cash on delivery or for parcel post.
in. Physical original paintings and artwork
Right of complaint and right of withdrawal
If the purchase was made directly in my studio, at a gallery or other exhibition establishment, paintings are purchased as sold.
However, Alcyone offers the right of cancellation if the situation is out of the question and you/you regret a painting that was purchased only via beset by photos via e-mail, text message, etc. can a 14-day right of exchange or a credit certificate be issued.
Returns are agreed with the seller and must be sent/shipped to the following address: Alcyone, Kirsebærvej 1, 4800 Nykøbing Falster, Denmark.
The 24 month rule
According to the Sales Act, you have 24 months right of complaint on all goods. This means you can cancel the purchase if there is a significant error or deficiency. However, it is a prerequisite that these defects have not arisen as a result of incorrect use of the product or unnatural damage-causing behavior and that you have not exposed the product to greater physical stress than it can withstand.
You must be able to return the item in "essentially the same condition" as it was on delivery, preferably in the original packaging, but this is not a requirement. However, your opportunity to make a complaint may end before the complaint deadline has expired if the product is not intended to last for two years, or the product has worn out through natural use before the deadline expires.
Here's how you do it:
Contact us as soon as possible when you discover a problem with an item. You can call us or send us an e-mail. When you contact us, we ask for the following information: - Your name - Your address - Your telephone number - Your e-mail - Invoice number - Which item is involved. Here we ask you to provide the item number (you will find this on your invoice) and item name. Furthermore, we naturally ask you to describe the error and/or lack of the item in detail. When e-mailing, please write "Complaint" in the subject field.
We then agree, either by telephone or via e-mail, the further procedure.
You will then receive a confirmation email with information about the return address.
Remember that the item must always be sent back in proper packaging, and also remember to get a receipt for dispatch so that the package can be tracked.