Refund policy
Last updated: 30 September 2026
14 days to change your mind
You may withdraw from your purchase of a non-personalised sculpture within 14 days of the day you, or a person you named, receive it, without giving a reason. To do so, tell us clearly by email at contact@diamedia.ch or through our contact page. You can use the model form below, but you don't have to.
Send the sculpture back within 14 days of telling us, to the return address we give you. Please pack it carefully, ideally in its original packaging, as it travels at your risk until it reaches us. The direct cost of returning it is paid by you.
We refund the price you paid, including the original delivery cost if any, within 14 days of receiving your withdrawal notice, using your original payment method. We may wait to refund until we have received the sculpture or proof that you have sent it back. If the sculpture has been handled beyond what is needed to inspect it and is damaged or shows signs of use, we may deduct the loss in value.
Import duties and taxes paid on delivery outside Switzerland are charged by your country's authorities, not by us. We cannot refund them, but you may be able to reclaim them from your customs authority or carrier.
Exceptions
- Personalised sculptures (with a name, text, a date, a number or symbols chosen by you) are made to your specifications. They cannot be returned or exchanged unless they arrive damaged, are faulty or do not match your order.
- E-gift cards can be refunded within 14 days of purchase if they have not been used.
Damaged, faulty or wrong items
If your sculpture arrives damaged, is faulty or is not what you ordered, contact us as soon as possible, ideally within 48 hours of delivery, with photos of the sculpture and the packaging. We will remake it or refund you, at no cost to you, personalised pieces included.
2-year guarantee
Every sculpture is guaranteed for two years from delivery against manufacturing defects, such as peeling lacquer or a flaw in the cast. Normal wear, knocks, falls, outdoor use and cleaning with unsuitable products are not covered. This guarantee does not limit any statutory rights you have in your country.
Cancelling before dispatch
You can cancel a non-personalised order free of charge at any time before it leaves the studio. A personalised order can be cancelled free of charge within 24 hours of ordering; after that, painting may already have started.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: Diamedia Sàrl, AlwaysCat, Ruelle de Borjaux 4, 1807 Blonay-Saint-Légier, Switzerland, contact@diamedia.ch
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: