Terms of sale
Last updated: [DATE]
These are the terms you agree to when you order a Vello. We have written them to be read, not to be survived.
1. Who you are buying from
[COMPANY LEGAL NAME], NIF [NIF], registered office [REGISTERED ADDRESS], Barcelona, Spain. Registered at the Registro Mercantil de Barcelona, [VOLUME, FOLIO, SHEET]. We trade as VELLO.
Email: hello@madebyvello.art. This is also the address for complaints.
This section is our legal notice under article 10 of Spanish Law 34/2002 on information society services and electronic commerce.
2. What we make
You send us a photograph. We interpret it into an artwork in the VELLO style, a human checks it, and we produce it as a physical piece: a fine art print, a framed print or a canvas. We also sell the artwork as a digital file.
Two things we want to be straight about.
Your Vello is not a hand painted original. It is an artwork created from your photograph using our own tools and reviewed by a person, then printed on fine art materials. Anyone who tells you otherwise is not us.
It is an interpretation, not a copy. Faces are softened, backgrounds are simplified, brushwork is broad. We work hard to keep the likeness and the feeling of the moment. We do not reproduce every detail, and that is the point.
Colours on your screen and colours on paper are never identical. Sizes are the trimmed dimensions of the artwork and may vary by up to [TOLERANCE].
3. Your photograph
When you upload, you tell us three things.
- You took the photograph, or the person who took it has given you permission to use it this way. Professional wedding and studio photographs usually belong to the photographer, and their licence to you often does not cover having the image transformed. Please check before you upload.
- Everyone recognisable in the photograph is content for it to be made into an artwork. For a child, that means their parent or guardian. If someone in the photograph has died, you are close family or you have their family's blessing.
- The photograph is not unlawful, and it does not contain anything we would be ashamed to print.
We may decline an order if the file is too small, too blurry, or if we think we cannot make something we would be proud to sign. If we decline, we refund you in full and tell you why.
You keep every right you had in your photograph. You give us only the permission we need to make and produce your artwork. Using your artwork in our gallery or advertising is a separate choice you make at upload, and you can change your mind at any time.
4. Your artwork
The physical artwork is yours. You own it, you can hang it, gift it, photograph it and post it.
We keep the rights in the artwork we created and in the VELLO style. That means you have a permanent licence to use the image for personal, non commercial purposes, and we ask you not to resell it as a product or license it to anyone else.
Each Vello carries a Vello ID, printed on the certificate. Keep it. It is how we find your artwork if you want a second copy or a reprint.
5. Placing an order
Prices on the site are in euro and include VAT. Shipping is shown before you pay. There are no charges added after the payment button.
Your order is placed when you press the button marked "order with obligation to pay". That is when the contract is made. We send you a confirmation email straight away with everything you agreed to, and we will send you a status update when your artwork moves into production and again when it ships.
6. Cancelling and the right of withdrawal
The important part, said once and plainly. Every Vello is made to order from the photograph you upload. Under article 103.c of Spanish Royal Legislative Decree 1/2007, which implements article 16(c) of EU Directive 2011/83, personalised goods are excluded from the 14 day right of withdrawal. So once you place your order, you cannot cancel it simply because you changed your mind.
You confirm that you understand this with a checkbox before you pay, and we repeat it in your confirmation email.
What we give you anyway. 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.
The digital artwork is a separate case. Before we deliver the file, you ask us to start and confirm that you understand you lose the 14 day right once the file is delivered. 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.
None of this affects your rights if something is wrong with what arrives. Those are in the next section and they cannot be signed away.
7. If something is wrong
You have a legal guarantee of conformity of three years from delivery for physical artworks, and two years for digital files, under articles 114 to 127 of Royal Legislative Decree 1/2007. For the first two years, if something is wrong, we have to prove it was fine when it left us, not the other way round.
Damaged in transit. Until you, or someone you nominated, physically has the parcel in hand, the risk is ours. Not the courier's, ours. If it arrives damaged, photograph it, keep the packaging, and email hello@madebyvello.art. We remake it and reship it at our cost. We will usually not ask you to send the damaged piece back.
Please tell us within 14 days if you can, because it helps us argue with the courier. Missing that window does not cost you your three year guarantee.
Wrong, faulty or not what we described. We repair, replace or refund, at no cost to you, and you choose between repair and replacement unless one of them is impossible or wildly disproportionate.
We do not consider these faults: a likeness you feel is not close enough after you approved the preview, a colour shift within normal print tolerance, or a size you chose that turned out smaller than you pictured. We will still talk to you about all three, because we would rather you loved it.
8. Delivery
We ship from Spain to the twenty seven countries of the European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. We do not ship printed artworks outside the European Union yet. The digital artwork is delivered as a file anywhere. Estimated times are on the shipping page and are estimates, not promises. If we are going to be late, we will tell you before you have to ask.
If nothing has arrived within 30 days of the date we gave you, you can ask us to deliver within a reasonable further period, and if we still cannot, you can cancel and get your money back.
9. Complaints and disputes
Write to hello@madebyvello.art. We answer every complaint as quickly as we can.
We do not adhere to the Sistema Arbitral de Consumo, the Spanish consumer arbitration system established by Royal Decree 231/2008. You can still take a complaint to the consumer authorities of your own country.
We also hold official complaint forms, hojas oficiales de reclamación, available on request.
These terms are governed by Spanish law. Nothing here takes away the protection you have under the consumer law of the country you live in, and you can always bring a claim in the courts of that country.
10. Changes
We may update these terms. The version that applies to your order is the one that was live when you placed it, and we keep dated copies.