Refund policy

SHIPPING, RETURNS AND REFUNDS POLICY

Effective as of April 25, 2026

ESSENTIAL NOTICE: This policy exclusively governs the sale of ORIGINAL WORKS: unique, unrepeatable pieces produced in the artist's studio and available for shipping within Mexican territory. The sale of each work is final due to its singular nature. Read this policy in full before making your purchase. For any questions beforehand, write to us at contacto@victormaximo.com

NATURE OF THE WORK AND CONDITION OF SALE

Every work available in this store is original, unique and unrepeatable, made by hand in the artist's studio. As a singular artistic object — distinct in nature from any mass-produced consumer good — its acquisition constitutes an act of collecting and not a standard commercial transaction. This distinction is decisive for the conditions governing its return.

Regarding the 30-day period established as a general reference

The 30-day period that appears as a reference on e-commerce platforms corresponds to a generic provision applicable to reproducible products, where returning the item to inventory is possible without harm to the item or to the seller. That provision does not apply to original artwork for the following reasons:

First, the work cannot be returned to the catalog in a condition equivalent to its first sale, since its value lies in its uniqueness and in the history it has acquired between the studio and the buyer. Second, before the transaction, the buyer has all the information necessary for an informed decision: high-resolution photographs, exact dimensions, technical description, and direct access to the artist to resolve any questions. Third, Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) recognizes the supplier's ability to establish particular conditions for goods of a special nature, provided these are explicit and accessible to the buyer before the purchase. This policy meets that condition.

Accordingly, returns motivated by change of mind, change of taste, aesthetic incompatibility, or any subjective reason arising after the purchase are not accepted.

SHIPPING POLICY

Coverage areas and estimated times

Shipments of original work are made exclusively within the territory of Mexico. The times indicated are estimates and may vary for reasons beyond the control of Víctor Máximo (weather-related, operational, or courier contingencies).

DESTINATION	METHOD	EST. TIME	COST
Mexico City and Metropolitan Area	Courier	3–5 business days	Calculated at checkout
Rest of the country	Courier	5–10 business days	Calculated at checkout

Specialized protocol for original work

Original works of art are unique, unrepeatable pieces. Their shipment requires museum-grade protocols that do not apply to conventional shipments:

Every shipment includes packaging: acid-free protective layers, bubble wrap, cardboard reinforcements and/or a wooden or double-wall corrugated cardboard box, depending on dimensions.
A tracking number will be provided within 24 hours of dispatch confirmation.
Large-format works (larger than 100 cm in any dimension) may require personalized delivery coordination.
Víctor Máximo reserves the right to hold the shipment until payment has been fully processed and verified, especially for purchases over $10,000 MXN.
Shipments are not made to P.O. boxes or addresses where signature confirmation is not possible.

Responsibilities

Víctor Máximo: Correctly prepares the order, packages it appropriately, ships it, and issues shipping documentation.
The buyer: must provide a complete and accurate address, be available to receive the order, and inspect the condition of the package before signing the delivery confirmation.
The courier company: physical transport from the dispatch point to the address provided. Víctor Máximo assumes no responsibility for third-party delays or for losses occurring after a signed delivery.

RETURNS AND CLAIMS POLICY

Original works — Final sale

ORIGINAL WORKS OF ART ARE A FINAL SALE. Returns, exchanges or refunds are not accepted for change of mind, aesthetic preference, incompatibility with decorative style, or any subjective reason on the part of the buyer.

This condition applies once the buyer has confirmed receipt in good condition, or once 72 hours have elapsed since delivery as recorded by the courier company, whichever occurs first.

Only valid grounds for a claim

A serious hidden defect in the work not visible in the site's photographs and not mentioned in the product description.
- Physical damage occurring in transit, provided the documentation protocol below is followed.
- An error by Víctor Máximo: shipment of a work other than the one purchased.
In none of the above cases will a monetary refund be offered as the first option. The order of resolution will be: (i) replacement if a comparable piece exists, (ii) credit toward a future purchase, (iii) partial or full refund only if none of the preceding options is viable and the error is attributable exclusively to Víctor Máximo.

What never constitutes valid grounds for a return
- Change of aesthetic, decorative, or personal opinion after receiving the piece.
- Incompatibility of color, size, or style with the space — it is the buyer's responsibility to verify dimensions before purchasing.
- Color differences between screen and physical piece. Screens have different calibrations; the site's photographs are for reference only.
- Delivery delay attributable to the courier company, unless it exceeds double the estimated time without a cause of force majeure.
- The buyer was not available and the order was returned to origin.
- The delivery address was provided incorrectly by the buyer.
- The buyer no longer wants the piece for economic or personal reasons arising after the purchase.
  
  Mandatory protocol for in-transit damage claims
  
  FAILURE TO FOLLOW THIS PROTOCOL AUTOMATICALLY INVALIDATES ANY CLAIM FOR IN-TRANSIT DAMAGE. Claims documented after the indicated deadlines will not be accepted.
  
  If, upon receiving your order, you notice damage to the packaging or to the piece, follow these steps in order and without exception:
  1. Do not sign the delivery confirmation as "received in good condition" if the packaging shows visible damage. Note the damage before signing, or refuse the delivery.
  2. Photograph the package before opening it, clearly showing the exterior damage from multiple angles.
  3. Photograph the inside of the packaging as you open it, showing the condition of the protective materials.
  4. Photograph the piece once removed from the packaging, showing any damage from multiple angles.
  5. Keep all original packaging materials. They are required for the claims process.
  6. Notify Víctor Máximo within the following 24 hours. Send an email to contacto@victormaximo.com with the subject "IN-TRANSIT DAMAGE — [order number]" attaching all photographs.

Authorized physical return process

In the exceptional cases in which Víctor Máximo authorizes a return in writing, the process is as follows:

The return must be pre-approved by email. Returns sent without prior authorization will not be accepted; they will be refused and returned to the sender at the sender's cost.
The piece must be returned in museum-grade packaging conditions identical to those in which it was shipped.
The buyer must arrange courier service with insurance equivalent to the value of the piece for the return shipment.
Víctor Máximo will inspect the piece upon receipt. If it shows damage beyond what was reported, the refund will be reduced proportionally or canceled.
The refund, if applicable, will be issued through the original payment method within 10 business days following receipt and verification.

CANCELLATIONS

The buyer may cancel an order for an original work at no cost only before Víctor Máximo confirms dispatch of the shipment, which generally occurs within 48 hours of confirmed payment. Once the work has been dispatched (tracking number issued), cancellation is not possible and the final-sale policy applies.

Cancellation requests must be made by email to contacto@victormaximo.com with the subject "CANCELLATION — [order number]." Cancellations requested via social media messages are not accepted.

ABUSIVE CHARGEBACKS AND ELECTRONIC FRAUD

LEGAL WARNING: Initiating a bank chargeback after having received the work in good condition, or invoking false grounds for a return, constitutes electronic fraud under Article 387 of Mexico's Federal Criminal Code (Código Penal Federal) and under applicable law in the buyer's country.

In the event of any chargeback, Víctor Máximo will present the following evidence, systematically retained for each order:

Delivery confirmation with the recipient's signature, date, time, and tracking number.
Photographic records of the piece's condition before packaging, during the process, and at the time of dispatch.
Session records, IP address, device data, and confirmation of the shipping address provided by the buyer.
Complete history of communications with the buyer: emails and support messages.
Certificate of authenticity linked to the order number and the buyer's information.
Record of acceptance of this Policy at the time of purchase.

A buyer who files a fraudulent chargeback will be: (i) reported to the corresponding credit bureau, (ii) added to fraud-prevention lists within the Shopify network, (iii) subject to a civil suit for the value of the piece plus damages, and (iv) reported to the Attorney General's Office (Fiscalía General de la República) or the competent authority in their jurisdiction for criminal prosecution.

CERTIFICATE OF AUTHENTICITY

Every original work purchased from Víctor Máximo includes a Certificate of Authenticity with the following elements:

Serial number linked to the work.
Title, technique, support, dimensions, and year the work was created.
The artist's autograph signature and authenticity seal.
Buyer's name and date of acquisition.
Available provenance history (if applicable).

The certificate is the document that certifies the authenticity of the work and is essential for any future resale, appraisal, or insurance of the piece. Keep it in a safe place.

PROCEDURE FOR FILING A CLAIM

Send an email to contacto@victormaximo.com with the subject: "CLAIM — [SHIPPING / DAMAGE / QUALITY] — [order number]."

Include: full name, order number, purchase date, a detailed description of the problem, and photographic evidence.

Víctor Máximo will acknowledge receipt within the following 24 business hours.

Resolution will be communicated within 5 business days for in-transit damage, and 10 business days for other claims.

If you are not satisfied with the resolution, you may contact PROFECO or the consumer protection authority in your country.

RECOMMENDATION TO THE BUYER

Acquiring an original work is a decision that deserves certainty. If you have questions about scale, tone, or any other aspect of the piece, we invite you to consult the artist before making your purchase, via Instagram, email, or WhatsApp. Direct communication is part of the process of acquiring studio work.

CHANGES TO THIS POLICY

Víctor Máximo reserves the right to update this policy for operational, legal, or business reasons.
Changes will be published on the site at least 15 calendar days in advance for substantial modifications.
The conditions in effect at the time a purchase is made are the ones that govern that specific transaction.
Registered buyers will be notified by email of changes that affect vested rights.

DECLARATION OF ACCEPTANCE: By completing a purchase on this site, the buyer declares to have read and fully accepted this Shipping, Returns and Refunds Policy, to understand the final-sale condition applicable to the original work, and to be aware of the legal consequences of electronic fraud.

Country/Region

Language