RETURNS & REFUND POLICY

Last updated: August 29, 2026

We want every Benjamin Van Oost piece to arrive as intended. Because our collection includes original artworks, limited editions, handmade objects, apparel and made-to-order pieces, different return conditions may apply depending on the type of product purchased.

This policy applies to purchases made through our online store by consumers. Nothing in this policy limits any mandatory rights you may have under applicable consumer law.

1. Right of Withdrawal

For products eligible for withdrawal under applicable European consumer law, you have the right to withdraw from your online purchase within 14 calendar days after receiving the product, without providing a reason.

To exercise your right of withdrawal, you must clearly notify us within this 14-day period at:

laurentverrue@hotmail.com

After notifying us, the product must be returned without undue delay and no later than 14 days after your notification.

Please contact us before returning any item. Returns sent without prior notification may result in delays in processing.

2. Products Excluded From Returns

The statutory right of withdrawal does not apply where an exception under applicable consumer law applies.

In particular, made-to-measure, commissioned, customised or clearly personalised products produced according to the customer's individual specifications cannot be returned or exchanged simply because the customer changes their mind.

This may include, where applicable:

• commissioned artworks;
• individually personalised artworks or objects;
• products produced according to dimensions specifically requested by the customer;
• custom-made or individually specified frames;
• products altered specifically at the customer's request;
• unique works created following an individual customer briefing.

Where such an exception applies, this will be clearly indicated on the relevant product page and/or during the ordering process.

Important: the exclusion of the right of withdrawal does not affect your statutory rights if the product is defective, damaged or does not conform to the agreement.

3. Original and Limited-Edition Artworks

Original artworks and limited-edition pieces may be unique, numbered or available only in very limited quantities.

Unless the artwork was specifically commissioned, customised or produced according to your individual specifications, statutory withdrawal rights may still apply to online consumer purchases.

Returned artworks must be handled with exceptional care.

Any certificate of authenticity, numbered documentation, original packaging, protective materials, accessories and other items supplied with the artwork must be returned together with the work.

A return may be refused or a deduction may be made from the refund where legally permitted if the artwork has been damaged or has decreased in value due to handling beyond what was reasonably necessary to inspect its nature, characteristics and condition.

4. Condition of Returned Products

Returned products must, as far as reasonably possible, be returned in the condition in which they were received.

You may inspect a product to establish its nature, characteristics and functioning in the same way that you reasonably could in a physical store.

You may be responsible for any reduction in value resulting from unnecessary or excessive handling.

For example, products should not be:

• damaged;
• altered;
• stained;
• washed;
• permanently installed;
• modified;
• used beyond what is reasonably necessary for inspection;
• returned without essential parts or documentation.

For clothing, fitting the garment is permitted, but wearing it beyond what is necessary to assess fit and appearance may result in a reduction of the refund where permitted by law.

5. Packaging of Artworks and Fragile Objects

Artworks, sculptures, mirrors, design objects and other fragile products must be carefully repackaged for return.

Whenever reasonably possible, please use the original protective packaging.

The customer is responsible for packaging the return appropriately to avoid damage during return transport.

We strongly recommend using a tracked and adequately insured shipping method for valuable artworks and objects.

6. Return Shipping Costs

Unless the product is defective, incorrect or damaged due to circumstances for which we are legally responsible, the direct cost of returning the product is borne by the customer.

Original standard delivery costs will be refunded where required by law.

Additional shipping costs resulting from your choice of a more expensive shipping method than our least expensive standard delivery option are not refundable to the extent permitted by law.

7. Refunds

Once we have received and inspected your return, we will process the refund in accordance with applicable law.

Where a valid statutory withdrawal is exercised, refunds will be made using the same payment method used for the original purchase unless otherwise expressly agreed.

We may withhold reimbursement until we have received the goods back or you have provided evidence that the goods have been returned, where permitted by law.

Where legally permitted, an amount corresponding to any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and condition of the product may be deducted from the refund.

8. Damaged Deliveries

Please inspect your order as soon as possible after delivery.

If the package or product has been damaged during transport, please contact us as soon as reasonably possible and provide:

• your order number;
• photographs of the outer packaging;
• photographs of the shipping label;
• photographs of the internal protective packaging;
• clear photographs of the damage to the product.

Please retain the packaging until we have assessed the claim.

Reporting damage quickly helps us submit any necessary transport or insurance claim and resolve the issue efficiently.

Your statutory rights are not affected by this request.

9. Handmade and Artistic Characteristics

Many Benjamin Van Oost products are handmade, artist-produced or individually finished.

Minor variations in colour, texture, surface, dimensions, finish, brushwork, material or other artistic characteristics may occur between pieces.

Such natural or artistic variations are part of the character of the work and do not in themselves constitute a defect or lack of conformity where the product otherwise corresponds to its description.

Screen settings, photography and lighting may also cause colours to appear slightly different from the physical artwork.

This provision does not affect your statutory rights where a product genuinely does not conform to the agreement.

10. Certificates, Signatures and Editions

For signed or numbered works, any signature, edition number, authenticity documentation or certificate forms part of the product.

If an eligible artwork is returned, all related certificates and documents must also be returned.

Removing, altering, replacing or damaging an edition number, artist signature, certificate of authenticity or other identifying information may substantially reduce the value of the work and may affect the amount refundable to the extent permitted by law.

11. Exchanges

We do not guarantee direct exchanges.

Where you wish to purchase a different eligible product, size or edition, we may ask you to return the original eligible product and place a new order.

Customised and personalised products are not eligible for exchange unless required by applicable law.

12. Defective or Non-Conforming Products

The restrictions concerning voluntary returns or the statutory right of withdrawal are separate from your rights relating to defective or non-conforming products.

Consumers retain all mandatory legal guarantee and conformity rights provided under applicable law.

Nothing in this policy excludes or limits these mandatory rights.

13. Business Purchases

The statutory consumer right of withdrawal described above applies to consumers.

Where a purchase is made for professional or business purposes, consumer withdrawal rules may not apply.

Any return of a business purchase is subject to our prior written approval, without prejudice to mandatory applicable law.

14. Contact

To request a return, report damage or ask a question about this policy, please contact:

Benjamin Van Oost / Mad Productions Comm.V.