Effective Date: 1 June 2026
Version: 1.0
Last Revised: 1 June 2026
Alvamy’s sells rare, authenticated works of art, antiques, and luxury collectibles. Because every item we sell is unique, we apply a carefully considered returns policy that balances collectors’ confidence with the realities of the art market. This Policy forms part of our Terms and Conditions and should be read together with them.
| Type of Sale | Return Window | Main Conditions |
|---|---|---|
| Fixed-price sale — EU and UK consumers | 14 calendar days from delivery | Statutory right; the item must remain in its original condition |
| Fixed-price sale — United States and all other buyers | Not available; final sale | Except in cases of misdescription, transit damage, or claims under the Authenticity Guarantee |
| Auction lots — all buyers | Not available; final sale | Except in cases covered by the Authenticity Guarantee or material misdescription |
| Claims under the Authenticity Guarantee | Up to 5 years from the date of sale | Confirmation from an independent specialist is required |
| Transit-damage claims | 48 hours from delivery | Must be reported and photographed upon delivery |
| Misdescription claims | 21 days from discovery | A material error affecting the value or nature of the item |
Handwritten note: the term “5 years” appears to have been corrected to “12 months.”
1. Our Returns Philosophy
Art and antiques are irreplaceable objects. Unlike mass-produced goods, every item sold by Alvamy’s has been individually examined, catalogued, photographed, and authenticated by our specialists. We invest considerable resources to ensure that every description is accurate and every item is authentic.
For this reason, Alvamy’s applies a final-sale policy to most transactions, in line with the practices of the world’s leading auction houses and art dealers. Nevertheless, we stand firmly behind the quality of our work. Where we have made an error or where an item does not meet the standards represented by us, we will remedy the situation.
THE ALVAMY’S PROMISE
We will always honour our Authenticity Guarantee, fairly resolve genuine claims of misdescription, and ensure that no customer bears costs resulting from any fault on our part. Your confidence when purchasing from us is fundamental to everything we do.
2. Statutory Right of Withdrawal
EU and UK Consumers
If you are a consumer, meaning that you are not purchasing for business purposes, and you reside in the European Union or the United Kingdom, you have the statutory right to withdraw from a fixed-price purchase within 14 calendar days from the day on which you receive the item, without giving any reason.
This right is provided under the EU Consumer Rights Directive 2011/83/EU and the United Kingdom Consumer Contracts Regulations 2013.
2a. What Qualifies
- Fixed-price purchases made through the Alvamy’s website or application.
- The 14-day period begins on the day after you receive the item.
- You are not required to provide a reason for the return.
2b. What Does Not Qualify
The statutory right of withdrawal does not apply to:
- Auction lots, as all auction sales are final under EU and UK law.
- Items made or personalised according to your individual specifications.
- Items that have been unsealed after delivery where the seal is necessary to preserve the condition of the item.
- Items that deteriorate rapidly or whose value depends on fluctuations beyond our control.
- Professional buyers, meaning purchases made for professional or commercial purposes.
2c. How to Exercise This Right
Contact us within 14 days of delivery by email at returns@alvamys.com, stating your order number and clearly declaring your intention to withdraw.
You may use the Model Withdrawal Form provided at the end of this document.
After we confirm receipt of your withdrawal notice, you will have a further 14 days to return the item.
Pack the item securely using the original specialised packaging or equivalent museum-quality materials. Alvamy’s accepts no liability for damage caused by inadequate return packaging.
Ship the item using a specialist art carrier, fully insured for the declared replacement value. We strongly recommend using the same carrier network that handled the original delivery. Contact us and we may arrange this on your behalf at your expense.
After we receive and inspect the item, we will process the refund within 14 days.
2d. Return Shipping Costs
| Scenario | Who Pays the Return Shipping |
|---|---|
| Voluntary withdrawal where Alvamy’s is not at fault | The buyer pays return shipping and insurance |
| Materially misdescribed item | Alvamy’s pays return shipping and insurance |
| Transit damage during the original delivery | Alvamy’s pays return shipping and insurance |
| Claim under the Authenticity Guarantee | Alvamy’s pays return shipping and insurance |
2e. Condition of Returned Items
Items must be returned in the same condition in which they were delivered.
You are responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect and evaluate the item.
Reasonable inspection is permitted. You must not remove frames, mounts, mats, or other fittings, carry out cleaning, or allow any alteration to be made.
If an item is returned in a materially worse condition than when it was delivered, Alvamy’s reserves the right to deduct from the refund an amount reflecting the reduction in value, up to the full purchase price.
3. Returns Under the Authenticity Guarantee
AUTHENTICITY GUARANTEE
Every item sold by Alvamy’s is covered by our Authenticity Guarantee.
If an item is conclusively proven to be counterfeit or deliberately misattributed, we will refund the full Hammer Price, or purchase price, together with the Buyer’s Premium, with a limitation period of no less than five years and without any deduction for shipping.
3a. What the Guarantee Covers
- Works of art, antiques, or collectibles proven to be deliberate counterfeits.
- Items shown to have been materially misattributed, for example, sold as being by Artist A but conclusively established as being by a significantly less valuable artist or by an unknown hand.
- Items in relation to which we made a deliberate or negligent misrepresentation concerning authenticity.
3b. What the Guarantee Does Not Cover
- Changes in academic opinion that do not constitute proof of counterfeit status or deliberate misattribution.
- Revisions to dating where the difference is less than 15 years and the artistic period remains the same.
- Items whose catalogue description clearly stated that the attribution was uncertain, including terms such as “attributed to,” “circle of,” “workshop of,” or “follower of.”
- Lots sold with qualifications such as “as found” or “condition not guaranteed,” where stated in the catalogue.
- Claims involving an item that has been altered, restored, or damaged after purchase.
- Claims based solely on the appearance of a recently discovered comparable work, without direct forensic or documentary evidence relating to the specific item.
3c. How to Make a Claim Under the Authenticity Guarantee
Contact our Authentication Team at authentication@alvamys.com and provide:
- Your order details.
- A description of your concern.
- Any supporting evidence.
We will acknowledge your claim within five working days and appoint one of our senior specialists to carry out an initial review.
If our initial review supports your concern, we will obtain a formal opinion from at least two independent specialists internationally recognised in the relevant field or commission scientific testing where appropriate, including dendrochronology, pigment analysis, or carbon dating.
If the specialists’ findings confirm the authenticity issue, we will notify you and provide full return instructions.
Alvamy’s will arrange and pay for the collection and specialist transportation of the item.
Once the returned item has been received and verified, we will process a full refund of the Hammer Price and Buyer’s Premium within 14 working days.
3d. Time Limits
Claims under the Authenticity Guarantee may be submitted at any time within 12 months from the date of sale.
Where applicable consumer law provides a longer period, the longer period will apply.
3e. Independent Expert Determination
If the parties disagree regarding an authenticity claim, the matter will be referred to an independent panel of three specialists appointed in accordance with Section 15e of our Terms and Conditions.
The panel’s findings will be final and binding on both parties in relation to the question of authenticity.
4. Material Misdescription Claims
A “material misdescription” occurs where a significant error in the catalogue description substantially affects the value or essential nature of an item.
This is different from minor inaccuracies or differences of opinion concerning condition or attribution.
4a. Examples of Material Misdescription
- A stated dimension that is materially incorrect, for example an error exceeding 10% in an essential measurement.
- An incorrectly stated medium, for example an item described as “oil on canvas” when it is a printed reproduction.
- A stated date or period that is materially incorrect, for example an item described as 18th century when it is in fact 20th century.
- Failure to disclose a known material defect, restoration, or repair that significantly affects the value of the item.
- Incorrect identification of a mark, signature, or inscribed date.
4b. What Does Not Constitute Material Misdescription
- Minor variations in condition that do not significantly affect value.
- Subjective differences of opinion concerning style, quality, or artistic merit.
- Differences in perceived colour between the item and photographs, as colour reproduction varies between screens.
- Changes in estimated value after the sale due to market fluctuations.
- Information not mentioned in the catalogue, as we are not required to know or disclose every fact concerning an item.
4c. How to Make a Misdescription Claim
Contact returns@alvamys.com within five days of discovering the alleged error and, in all cases, within three months of delivery.
Provide:
- Your order number.
- A clear description of the alleged error.
- Supporting evidence, such as an independent valuation, measurements, or comparative photographs.
Alvamy’s will review your claim and respond within 10 working days.
Where we agree that a material error exists, we will offer a full refund, including the original shipping costs and return shipping costs.
Where we dispute the claim, we will explain our reasons.
If the dispute cannot be resolved informally, the matter may be referred for expert determination in accordance with our Terms and Conditions.
5. Transit Damage
CRITICAL DEADLINE
Transit damage must be reported within 48 hours of delivery.
Failure to report damage within this period may affect your ability to make a claim against our insurer.
5a. Before Accepting Delivery
All Alvamy’s shipments are fully insured for their declared replacement value.
When your item arrives, please:
- Inspect the exterior packaging for visible damage before signing for delivery.
- If the packaging appears damaged, record this on the delivery receipt using wording such as “packaging damaged” or “subject to inspection” before signing.
- If the damage appears severe, you have the right to refuse delivery. Contact us immediately at logistics@alvamys.com if you do so.
- Do not discard any packaging materials until the claim has been resolved.
5b. Reporting Damage
Email logistics@alvamys.com within 48 hours of delivery and provide your order number.
Include clear photographs showing:
- The exterior packaging and all visible damage.
- The interior packaging.
- The item itself and all damage.
- The delivery receipt, where damage was recorded.
Do not attempt to repair, clean, or restore the item before we have assessed the damage.
Our Logistics Team will submit an insurance claim on your behalf and arrange for the item to be inspected by a specialist valuer where necessary.
Once liability has been established, we will either arrange specialist restoration at our expense or offer a full refund, at your choice.
5c. Customer-Arranged Collection
If you arranged your own collection from our premises or arranged subsequent shipping yourself, Alvamy’s is not responsible for damage occurring after the item leaves our care.
We strongly recommend using specialist art carriers and obtaining insurance for the full replacement value.
6. Refund Process and Timeframes
6a. Step-by-Step Refund Process
| Step | What Happens and When |
|---|---|
| 1. Notify us | Email returns@alvamys.com with your order number and reason. We will acknowledge your message within two working days. |
| 2. Assessment | We review your request. The usual timeframe is five working days for most claims and up to 30 days for Authenticity Guarantee claims requiring specialist consultation. |
| 3. Return authorisation | If approved, we issue a Return Authorisation Number, or RAN, together with written instructions. Do not return any item without a RAN. |
| 4. Packing and shipping | Pack the item in accordance with our instructions. Use specialist carriers and full insurance. Provide tracking details after shipment. |
| 5. Receipt and inspection | We inspect the item upon arrival and notify you within five working days of receipt. |
| 6. Refund issued | An approved refund is processed within 14 working days after the inspection is approved. |
6b. Refund Method
Refunds are returned through the original payment method:
- Credit or debit card payments: refunded to the original card. Allow five to 10 working days for bank processing.
- Bank transfers: refunded by transfer to your nominated account. Allow three to five working days.
- PayPal: refunded to your PayPal account. Allow three to five working days.
Where the original payment method is no longer available, for example because the card has expired or the account has been closed, we will issue the refund by bank transfer to an account nominated by you, subject to standard identity verification.
6c. What Is Refunded
| Type of Refund | Amount Refunded |
|---|---|
| Statutory withdrawal — EU and UK | Full purchase price plus the original standard delivery cost. Return shipping is paid by the buyer. |
| Authenticity Guarantee | Full Hammer Price plus Buyer’s Premium and original shipping. Return shipping is paid by Alvamy’s. |
| Material misdescription | Full purchase price plus original shipping and return shipping, paid by Alvamy’s. |
| Transit damage — full refund | Full purchase price plus original shipping and return shipping, paid by Alvamy’s. |
| Transit damage — partial refund or restoration | Cost of specialist restoration or an agreed price reduction, as applicable. |
6d. Deductions
Alvamy’s reserves the right to make the following deductions from a refund:
- Any reduction in value caused by handling, damage, or alteration after delivery.
- Storage and insurance costs incurred because of return delays attributable to the buyer.
- Specialist cleaning or minor restoration costs required because of the buyer’s handling.
- Customs duties, taxes, or import charges that cannot be recovered and were incurred as a result of the original import.
7. Non-Returnable Items
The following items are non-returnable except where covered by the Authenticity Guarantee, material misdescription, or transit damage provisions.
NON-RETURNABLE ITEMS
- All auction lots, regardless of the buyer’s location.
- Items purchased by non-consumer or business buyers, unless otherwise agreed in writing.
- Items that have been framed, mounted, cleaned, conserved, restored, or otherwise altered after delivery.
- Items where security seals or condition labels have been broken or removed.
- Consumable items, including wines, spirits, and cognacs, once removed from their original sealed packaging.
- Items sold under specific catalogue qualifications such as “as found” or “condition not guaranteed.”
- Personalised or made-to-order items.
- Digital downloads and separately purchased certificates of authenticity.
8. Exchanges
Alvamy’s does not offer exchanges as a standard option.
Every item in our inventory is unique and cannot be replaced with another identical item.
If you wish to return an item and purchase a different piece, these will be treated as two separate transactions:
- A return subject to this Policy.
- A new purchase.
In exceptional circumstances and entirely at our discretion, we may agree to provide store credit instead of a cash refund. The credit may be applied to a future purchase.
Any such arrangement will be confirmed in writing.
9. International Returns
Returning items internationally involves additional complexity, particularly in relation to cultural-heritage objects.
Please note:
- Export and import licences may be required for the return shipment. We will advise you during the return process.
- Customs duties and VAT paid upon import are generally not refundable by Alvamy’s. In some jurisdictions, you may be able to recover these amounts directly from the customs authority. We will provide documentation to support such a claim.
- Romanian or other EU cultural-heritage items that have been exported may be subject to additional administrative requirements when returned. Our Logistics Team will manage this process.
- We do not accept returns from jurisdictions subject to international sanctions without specific authorisation.
10. Condition and Handling Guidance
To preserve both the value of your purchase and your ability to return it where necessary, please follow these guidelines.
Immediately Upon Delivery
- Photograph the exterior packaging before opening it.
- Open the package carefully using soft tools. Do not use sharp objects near the item.
- Photograph the item as it is unpacked, particularly where any concern becomes apparent.
- Keep all packaging materials for at least 30 days.
Handling
- Always handle applicable objects using clean cotton gloves supplied in our premium packaging.
- Support paintings and works on paper from underneath. Do not hold them only by the frame.
- Avoid exposure to direct sunlight, heat sources, extreme humidity, or rapid temperature changes.
- Do not attempt any cleaning, polishing, or restoration without specialist advice.
Installation and Display
- Professional installation is recommended for all works valued above USD 50,000. Contact our Client Services Team to arrange this.
- Mounting, framing, or reframing must be performed by a conservator and will invalidate return eligibility.
- Secure hanging systems are recommended. Alvamy’s may advise you on suitable solutions.
11. Contact
For all returns, refunds, and claims, please use the dedicated channels below.
Using the correct contact channel ensures that your case is handled by the appropriate specialist team and helps minimise delays.
| Type of Enquiry | Contact |
|---|---|
| General returns and refunds | returns@alvamys.com |
| Authenticity Guarantee claims | authentication@alvamys.com |
| Transit-damage claims | logistics@alvamys.com |
| Misdescription claims | returns@alvamys.com |
| Legal and escalated disputes | legal@alvamys.com |
| Telephone — Republic of Moldova | +373 794 81 777 |
Address:
42 Mihai Viteazul Street
Bălți Municipality
Republic of Moldova
Our Client Services Team is available Monday to Friday, from 09:00 to 18:00 local time in each office.
For urgent transit-damage matters, a 24/7 emergency line is available. Details are included in the delivery documentation.
Appendix: Model Withdrawal Form
EU and UK consumers may use the following form to exercise their right of withdrawal.
You may submit it by email or post.
MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the contract.
To: Alvamy’s Returns Team
Email: returns@alvamys.com
Postal address:
42 Mihai Viteazul Street
Bălți Municipality
Republic of Moldova
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
Order number: ______________________________
Description of item: ________________________
Ordered on: _________________________________
Received on: ________________________________
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only where this form is submitted on paper:
Date: ______________________________
Delete as appropriate.