Gallery Policies

How we work with the collectors who choose to live with our photographs.
Every artwork on this site is produced individually at Whitewall’s Berlin or American facility from a signed and numbered limited edition. Because each piece is made to order and cannot be returned to inventory, our policies are shaped by the reality of the medium — but our commitment is that a fine-art acquisition here is protected by the people whose names are on the artwork.
If any question about a purchase arises that these policies do not answer, please email either of us at greg@hammondraffetto.art or mary@hammondraffetto.art. We read and answer every message.

Damage & Loss

Every artwork we offer is produced individually at Whitewall’s Berlin or American facility, and the print, packaging, and shipping insurance are of the highest standard we can source. But shipping is shipping, and things occasionally happen in transit.

If your artwork arrives damaged:
1. If you have the opportunity, you should decline to accept delivery of a package that shows visible damage.

2. If you come home and discover a damaged box, please photograph the box before opening it. Please email us at support@hammondraffetto.art within seven days of receipt. Include photographs of the damage — the outer packaging, the  interior, and the artwork itself. We will arrange a replacement at no cost to you. The replacement is the same edition number as the original; you are not receiving a second edition production, but a physical replacement of the one you own.

3. If your artwork is lost in transit or does not arrive, Whitewall’s shipments are tracked and insured. If tracking shows the package as undelivered after the expected delivery window, please email us at support@hammondraffetto.art. We will work with Whitewall and the carrier to locate the shipment. If it cannot be recovered, we will send a replacement at no cost.

Every message about damage or loss is read and answered by us personally, usually within one business day.

Returns

Each artwork we offer is produced individually for you at Whitewall’s Berlin or American facility. Because every piece is made to order, produced from a signed and numbered edition of 100, and cannot be returned to inventory once made, we do not accept returns for reasons of preference — the “I changed my mind” case.

When we can accept a return or issue a refund:
1. The artwork arrives damaged and you notify us within seven days of receipt. In this case, we arrange a replacement at no cost (see Damage & Loss above). A refund in lieu of replacement is available if preferred.
2. The artwork was misrepresented on the site — the size, medium, or edition information you purchased is materially different from what arrives. In this case, please email either of us at greg@hammondraffetto.art or mary@hammondraffetto.art with photographs and details, and we will make it right, which may include a replacement, a refund, or a partial refund by agreement.
3. The Certificate of Authenticity does not accompany the artwork or fails to arrive within thirty days of the artwork itself. In this case, email either of us and we will resolve promptly.
4. When returns are not available:
•    The artwork was received in good condition and you have changed your mind.
•    The artwork was displayed, hung, or unpackaged and you now wish to return it. Once a limited-edition print has been unpackaged, it cannot be returned to the edition without compromising the authentication of every other print in that edition.
Custom orders and requests submitted through the Request Custom Quote form are non-refundable once production begins.

Before You Buy

If you are uncertain about a purchase — the size that will work in your space, whether the medium is right for the image, or anything else — please email either of us at greg@hammondraffetto.art or mary@hammondraffetto.art before you order. We would rather help you get the right piece the first time than resolve a return.

For customers in the European Union and United Kingdom, because every artwork is produced individually to your chosen specifications — the specific image, medium, size, and framing you select — your purchase is considered a made-to-order good under Article 16 of the EU Consumer Rights Directive (2011/83/EU) and equivalent United Kingdom consumer protection law. The 14-day right of withdrawal does not apply to made-to-order goods. Returns for change of mind cannot be accepted.

This exemption does not affect your rights concerning defective, damaged, or incorrectly-fulfilled items, which we honor in full — see Damage & Loss above.
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Shipping
We are pleased to offer free shipping on all orders to the following destinations:
•    United States
•    European Union (all 27 member states)
•    United Kingdom
•    Scandinavia, not including Iceland or Greenland
For orders shipped outside the United States, VAT and any applicable customs duty are paid by the recipient upon delivery from the courier. Shipping cost is covered by us; import taxes are set by your country and are not something we can absorb.

Collectors in other regions — Middle East, Africa, Asia, Australia and New Zealand, Latin America — are warmly invited to contact us for a shipping quote before purchase. Please email either of us at greg@hammondraffetto.art or mary@hammondraffetto.art with the artwork and format you are considering, and we will provide a full quote including shipping to your specific address.

— Greg & Mary