Legal · Lazarus Lab

Returns & Refunds

Last updated: 7 October 2026 · lazaruslab.net

Our Approach

Every piece sold through Lazarus Lab is produced in small runs and finished by hand in Madrid. We put care into every piece, from production to packaging. If something isn’t right, we want to fix it. This policy explains how to return an item, how refunds work and what to do if an order arrives damaged. It follows our Terms of Sale and Spanish and EU consumer law, and it never limits your legal rights.

Seller: Lazarus Lab (LAZARUSLAB) · Lazarus · Calle Jaén 31, 28020 Madrid, Spain · info@lazaruslab.net

Your Right to Change Your Mind (14-Day Withdrawal)

If you buy as a consumer, you can withdraw from your purchase within 14 calendar days of the day you (or someone you name, other than the carrier) receive the goods, without giving any reason. If one order arrives in several parcels, the 14 days start when you receive the last one.

This applies to all our standard prints and 3D sculptures and objects, including items bought on sale or with a discount.

How to withdraw: no approval needed

You don’t need our permission. Just tell us clearly, before the 14 days run out, that you want to withdraw. The easiest way:

Email info@lazaruslab.net with your name, your order number and the item(s) you are returning. A simple sentence like “I’m withdrawing from my order no. 1234” is enough.
If you like, you can use our model withdrawal form, but you don’t have to.

You’re within the deadline if your message is sent before the 14 days are over. We’ll confirm receipt by email, usually within 1–2 business days, and send you the return address: Calle Jaén 31, 28020 Madrid, Spain.

Sending the item back

Please send the item back within 14 days of telling us you are withdrawing. It’s on time if you post it before that period ends.
You pay the direct cost of returning the item, unless the item is faulty or we sent you the wrong thing (then we pay, see below).
Pack the item carefully so it isn’t damaged on the way back. The original packaging is ideal if you still have it, but any packaging that protects the piece well is fine. We recommend a tracked service, so you have proof of sending.

Condition of returned items

You can handle the item the way you would in a shop to check what it is, its features and how it works. Unpacking it and looking at it is fine. You’re only responsible for any loss of value caused by handling it beyond that (for example, framing or hanging a print, or using, marking or damaging a sculpture). In that case we may deduct the loss of value from your refund. Missing original packaging alone is never a reason to refuse your return.

Your refund

We refund all payments received from you for the returned item(s), including the standard shipping cost you paid for the original delivery, no later than 14 days from the day we received your withdrawal notice.
We may hold the refund until we’ve received the item back or you’ve sent us proof that you posted it, whichever comes first.
We refund using the same payment method you used (card, Amazon Pay, Klarna or Link via Stripe), unless you expressly agree to something else. You won’t pay any fees for the refund.
After we send the refund, how long it takes to reach you depends on your bank or payment provider (for cards, usually 5–10 business days).

When the right of withdrawal does not apply

As the law allows, the right of withdrawal does not apply to:

Goods made to your specifications or clearly personalised, such as commissioned artworks (see our Commissions page). They can still be returned if they are faulty, under the legal guarantee.
Sealed audio or video recordings (for example CDs, vinyl or cassettes) that you have unsealed after delivery, if we sell them.
Digital downloads (such as digital versions of prints), once the download has started with your prior express consent and your acknowledgement that you lose the right of withdrawal. We confirm this by email. If you didn’t give that consent, you keep the 14-day right.

Standard catalogue pieces that we print or produce after you order are not “made to your specifications”, so you can withdraw from them like any other item.

Damaged, Wrong or Faulty Items

Damaged in transit or wrong item

We’re responsible for your order until it reaches you. If it arrives damaged or you received the wrong item:

Take photos of the outer packaging (including any visible damage) and of the item showing the problem.
Email info@lazaruslab.net with your order number and the photos.

Please contact us as soon as you can, ideally within 7 days of delivery. That helps us claim from the carrier and fix things faster. Contacting us later does not mean you lose your rights: the legal guarantee below still applies.

We’ll offer you a replacement (if the piece is still available; many of our editions are limited) or a full refund, including the original shipping cost. If we need the item back, we pay for the return. In most cases you won’t have to send damaged items back.

Legal guarantee (3 years)

All our products come with the legal guarantee of conformity under Spanish consumer law (TRLGDCU): 3 years from delivery for physical goods and 2 years for digital content. If a product isn’t as described, has a defect or isn’t fit for purpose, you can choose to have it repaired or replaced free of charge. If that’s not possible or is disproportionate, you can ask for a price reduction or to end the contract and get a refund. We cover any shipping costs this involves.

Every piece is finished by hand, so small differences in colour and finish compared with the photos are normal and aren’t a defect (see our Terms of Sale).

Exchanges

We don’t do direct exchanges. If you’d like a different size, format or product, return the original item under the 14-day right of withdrawal and place a new order. That way both are processed faster.

Questions, Complaints and Disputes

If something goes wrong, write to us first at info@lazaruslab.net. Please put your order number in the subject line. We aim to reply within 1–2 business days and will try to sort it out directly.

If we can’t agree, you can also:

Contact the consumer authorities, for example your local municipal consumer information office (OMIC) or the consumer department of the Comunidad de Madrid.
Use consumer arbitration through the Spanish Sistema Arbitral de Consumo (Junta Arbitral de Consumo). Lazarus Lab is not currently adhered to any consumer arbitration system; if you file a request, we will tell you whether we accept arbitration in your case.
If you live in another EU country, get free help from the European Consumer Centre in your country (ECC-Net). In Spain this is the Centro Europeo del Consumidor.
Go to court: if you’re a consumer, the courts of your place of residence will hear the case.

This policy is governed by Spanish law, in particular Royal Legislative Decree 1/2007 (TRLGDCU). It doesn’t limit any mandatory consumer rights you have under the law of your country of residence.

Contact

Lazarus Lab · Calle Jaén 31, 28020 Madrid, Spain · lazaruslab.net · info@lazaruslab.net