Cris & ME Returns and Refunds Policy

Last updated: 31 October 2026

Cris and Me Art, S.L. (the "Company"), with tax ID B56506232 and registered office at Hoces de la Hermida 84, Madrid, sets out this policy in accordance with Spanish consumer protection law (Royal Legislative Decree 1/2007 of 16 November).

At Cris & ME we work with porcelain pieces, mostly made to order, and with professional supplies for porcelain painting. Because of the nature of these products, return conditions depend on the type of item.

1. Right of withdrawal

You have the right to withdraw from the contract within 14 calendar days of receiving the product, without giving any reason, except in the cases listed under "Exclusions".

Porcelain from our collections: pieces from our collections, such as Onyx, even though they are decorated to order, can be returned within that period, provided they have not been used and are returned in their original packaging, well protected.

Pigments, enamels and supplies: can be returned within that period provided the container is closed and unopened, the product has not been used and the original packaging is kept. Opened or used supplies cannot be returned, as we cannot guarantee their condition or put them back on sale.

Brushes: can be returned within the same period, provided they have not been used.

Exclusions: under article 103.c) of Royal Legislative Decree 1/2007, the right of withdrawal does not apply to personalised pieces or pieces made to your specifications, such as custom designs, pieces with names, initials or dates, or special commissions outside our collections.

How to exercise it: you must tell us of your decision clearly within 14 calendar days of receiving the product, by emailing info@crisandme.es.

2. Faulty or damaged products (legal guarantee)

This applies to all products, including personalised ones, if they have a manufacturing defect or have been damaged in transit.

If your piece arrives damaged, please tell us within 48 hours of receipt by emailing info@crisandme.es with clear photos of the product and its packaging. This lets us claim from the carrier and resolve it as soon as possible. Once the incident is verified, we will offer you a replacement or a full refund. In these cases, the cost of return shipping is paid by Cris and Me Art, S.L. This does not affect your legal guarantee rights.

3. How to request a return

Write to info@crisandme.es or through our Instagram @crisandme_art, giving your order number and the reason for the return. We will confirm whether the product is eligible and give you the return address.

4. Refunds

We will process the refund within a maximum of 14 calendar days from the date you inform us of your decision to withdraw. We will refund the price of the product and the original shipping costs, up to the amount of our cheapest standard shipping option. We may wait until we receive the product, or until you send us proof of shipment, before issuing the refund. The refund is made using the same payment method used for the purchase.

5. Return shipping costs

In the case of withdrawal, the cost of return shipping is paid by the customer. For porcelain, which must be returned well packed and cannot be sent by ordinary post, the approximate cost is €15 from mainland Spain and the Balearic Islands and €25 from the rest of the European Union, depending on the size of the parcel.

In the case of a manufacturing defect or transit damage, the cost is paid by Cris and Me Art, S.L.

6. Contact

For any questions about this policy, write to info@crisandme.es.