Refund policy
This policy explains how to cancel an order, how to withdraw from a purchase, and what happens if something arrives damaged or is not what you ordered.
Rush Museum is a trading name of Francisco José Domínguez Fernández, NIF 28649351E, Calle Cerro de la Atalaya 24, 41089 Quinto, Dos Hermanas, Seville, Spain. You can reach us at hola@rushmuseum.art.
Nothing in this policy limits the rights granted to you by law.
We sell two different kinds of product, and they are not treated the same way here. Books and periodicals are printed in advance and held in stock. Fine Art Prints are framed prints that do not exist until you order one: each is produced individually to the specification you give us. Where a section applies only to one kind of product, it says so.
1. Cancelling before we ship
1.1 Books and periodicals
If your order has not been dispatched yet, write to hola@rushmuseum.art and we will cancel it and refund you in full. This is usually the fastest route, and no return is involved.
1.2 Fine Art Prints
Nothing is made until we release your order to production, which we normally do shortly after you place it. Up to that moment the order can still be stopped. After it, the print is being made by hand to your specification and cannot be cancelled, because it exists only because you asked for it and cannot be offered to anyone else.
So if you change your mind, write to hola@rushmuseum.art immediately. If we can still stop your order we will cancel it and refund you in full. We cannot promise that we will get there in time, and the window is short, but we will always try.
2. Right of withdrawal
If you are a consumer, you may withdraw from your purchase within 14 calendar days without giving any reason and without penalty, under Article 102 of the Spanish Consumer Protection Act (Royal Legislative Decree 1/2007).
This right applies to books and periodicals. It does not apply to Fine Art Prints, for the reasons set out in section 2.5.
2.1 When the period starts
The period runs from the day you, or a third party you designate other than the carrier, take physical possession of the goods. If your order is delivered in separate shipments, the period runs from the day you receive the last item.
2.2 How to withdraw
You can withdraw in any of these ways:
- Using the withdrawal function on this website. Go to Right of withdrawal and follow the steps. You will receive confirmation by email recording the content of your request and the date and time we received it.
- By email to hola@rushmuseum.art, stating your decision in clear terms.
- By using the model form reproduced at the end of this policy. Using the form is optional.
To meet the deadline, it is enough that you send your communication before the 14 days expire.
2.3 What happens next
We will refund all payments received from you, including the delivery cost you paid, within 14 days of receiving your withdrawal.
We will refund you using the same means of payment you used, unless you expressly agree otherwise. The refund will not cost you anything.
2.4 Returning the goods
The direct cost of returning the goods is yours. We will tell you the return address when you contact us.
We may waive the return. In many cases we will simply ask you to keep the item and refund you anyway. This is our decision, made case by case, and it is not something you can require of us.
If we do ask for the item back, please send it within 14 days of communicating your withdrawal. You are only liable for any loss in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
2.5 Fine Art Prints are made to your specification and cannot be returned
The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised, under Article 103.c) of the Spanish Consumer Protection Act. Fine Art Prints fall within that exception. They cannot be returned, exchanged or refunded because you have changed your mind.
We want to be exact about why, because this is a real exception and not a way of avoiding returns.
We hold no stock of Fine Art Prints, and we never have. There is no warehouse, no shelf and no unsold copy waiting for a buyer. Nothing is printed, mounted, framed or glazed until your order reaches us. Your print is then made individually for you, from a single file, in the size you chose, on the paper you chose, behind the mount and glass you chose, in the frame and colour you chose, and assembled by hand at our production partner's facility in Germany. It is produced because you asked for it, in the form in which you asked for it, and in no other.
The sizes, frames and finishes listed on a product page are standard configurations. They are there to make choosing easier, not to define the limits of what we can make. They are not a catalogue of items we hold. If you want something else, ask us. Write to hola@rushmuseum.art with the dimensions, framing, mount or finish you have in mind, and we will do everything we can to produce the print exactly as you want it. A print made to a specification you have given us is covered by this section in the same way as one configured on the product page.
This exclusion is stated on the product page of every Fine Art Print, before you add it to your order, and we repeat it in the order confirmation we email you.
None of this affects your rights if the print arrives damaged, is defective, or is not what you ordered. Those rights are set out in section 3 and they are unaffected by this section.
2.6 Business customers
The right of withdrawal is granted to consumers. If you buy in the course of a business or professional activity, it does not apply to you.
3. If something is wrong with your order
This section is separate from the right of withdrawal, applies to every product we sell including Fine Art Prints, and applies for much longer.
3.1 Damaged in transit, defective, or not what you ordered
Write to hola@rushmuseum.art. If the item arrived damaged, please attach photographs of the item and of the packaging it came in.
We will send you a replacement at no cost to you. You do not need to return the damaged item, and we will not ask you to pay for return shipping under any circumstances.
If a replacement is not possible, for example because the title is out of print, we will refund you in full.
3.2 Reporting damage to a Fine Art Print
Fine Art Prints travel framed, glazed and heavily protected, and they are covered by a carrier claim that has a short deadline. To let us make that claim on your behalf, please help us with two things:
- Tell us within 7 days of delivery, with photographs of the print and of the outer packaging before you dispose of it.
- Keep the print and its packaging until we confirm your case is closed. We may need further photographs, and occasionally the carrier inspects.
These are requests, not conditions. If you tell us later, or the packaging has already gone, we will still deal with you under section 3.1 and under the legal guarantee below. It simply means we absorb the loss rather than recovering it, so the earlier you tell us, the easier this is for everyone.
Please deal with us and not with the production facility. They work through us on these orders and are not able to help you directly.
3.3 Legal guarantee of conformity
Goods must conform to the contract. If they do not, you are entitled to have them brought into conformity, or to a price reduction or termination of the contract, on the terms set out in law.
For consumers, this guarantee runs for three years from delivery, under Article 120 of the Spanish Consumer Protection Act. We apply the same period to all our customers, whatever their country of residence, and to Fine Art Prints as well as to books.
Any costs of making a claim under this section, including postage, are ours.
3.4 What is not a defect
Printed materials vary. Paper tone, ink density and binding differ slightly between copies and from what a screen displays, and a framed print seen in daylight will not match a backlit monitor exactly. Solid wood frames carry their own grain and colour. Variation of this kind is a characteristic of the medium, is described on the product page, and is not a defect.
We occasionally offer previous editions or remaining stock from earlier print runs of our books. Where such an item shows shelf wear, storage marks or any other imperfection, this is described on the product page before you buy. A condition disclosed in advance and accepted by you at the time of purchase is not a defect.
Anything not disclosed is covered by section 3.1 in the normal way.
4. Deliveries that do not reach you
If a parcel is returned because delivery could not be completed, we will contact you at the email address on your order to agree how to proceed.
For Fine Art Prints, please note that the print returns to the production facility in Germany rather than to us, and that a second delivery attempt to a corrected address will involve a new shipping charge. Where a parcel is refused or goes unclaimed because import charges in your country were not paid, those costs are yours. Our Shipping policy explains how import charges work.
5. How refunds are issued
Refunds go back to the original payment method. Once we have issued a refund, the time it takes to appear in your account depends on your bank or payment provider and is outside our control.
We do not issue store credit in place of a refund unless you ask for it.
6. Questions and complaints
Write to us at hola@rushmuseum.art. We normally reply within two working days, and in any event within fourteen days.
We are not adhered to any alternative dispute resolution body and we handle complaints directly. If you are a consumer resident in the European Union, you can seek assistance from the European Consumer Centre in your country.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Using it is optional. It does not apply to Fine Art Prints, for the reasons given in section 2.5.
To: Francisco José Domínguez Fernández, Calle Cerro de la Atalaya 24, 41089 Quinto, Dos Hermanas, Seville, Spain. Email: hola@rushmuseum.art
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:
Last updated: 14 September 2026