Return and Refund Policy

The aim of the Foundation's online store is to provide the best possible service. Except in the cases detailed below, if for any reason you are not satisfied with your order, you can cancel it and, if you have already received it, return the items you have ordered, within a period of up to 14 calendar days from receipt or withdrawal of the order and receive a refund of the full purchase amount, i.e., including shipping costs. To make a return, please notify us as soon as possible by filling out the form that you will find here.

The right of withdrawal (return) will not be applicable in the provision of services for the production of goods made according to the client's specifications, as is the case with the Print on Demand service.

The right of withdrawal (return) will not apply in the case of the acquisition of sound recordings, video recordings, computer programs that have been unsealed or those items that, by their nature, cannot be returned or may deteriorate or expire quickly.

Once we have received notification of your intention to return an order, we will acknowledge receipt without delay and tell you how to proceed to make the return as easy as possible. The product or products in the order must be returned in perfect condition (it must be in good working order). If the return is not made in the same original packaging or shrink-wrapping, it will be understood that the product has suffered a depreciation that will be estimated by the Foundation in a fair and proportionate manner to be deducted from the amount to be refunded.

For orders delivered to mainland Spain, returns are always free of charge. The Fundación Colección Thyssen-Bornemisza will cover the shipping costs for the return of the order in the case of orders to be delivered to a home address. This is except for cases in which the order has benefited from a promotion for which shipping costs have not been charged. In these cases, the amount of the shipping costs from the delivery address indicated by the customer to the Museum's store warehouses will be deducted from any refund that may be made.

Likewise, when a home delivery order has benefited from a free shipping promotion subject to exceeding a minimum amount and you want to make a partial refund, keep in mind that if, after deducting the amount of the items you return, the total of the order (excluding shipping costs) is less than the minimum amount required to benefit from the promotion, the shipping costs from our store to the shipping address that were not initially charged to you will be deducted from the refund that may correspond to you.

In the case of orders to be collected at the Museum Store, it is the customer who must bring or send the order at their own expense and only when we have given our consent to the return.

For orders delivered outside mainland Spain and in other countries, the cost of returning the product must be assumed by the customer.

Important: The Museum Store will not accept returns for orders from the Online Store. These returns must be handled as described above by contacting us in advance by email or filling out the form and waiting for a response before doing anything else.

It is not possible to exchange a chosen item for another.

Refunds will be made using the same payment method used for the purchase. These refunds will be made as soon as possible and within the legally established deadlines once the return has been received and the terms and conditions of return have been respected.

Legal guarantee

We remind you that there is a legal guarantee for the goods we sell. We are liable for any defects that you report to us for a period of three years from the delivery of the order. Unless proven otherwise, it will be presumed that any defects that become apparent within two years of delivery of the goods already existed when they were delivered. If the product is defective, we are responsible for solving the problem. The coverage of this guarantee does not cover defects caused by negligence, knocks, improper use or handling, or materials subject to wear and tear due to normal use. In those cases where the claim is justified under this guarantee, the Foundation will proceed to repair, replace the item, discount or return it, under the legally established terms without any additional cost to you once we receive the returned product and verify that the damage or defect is due to manufacturing, handling by the Foundation or shipping. The option to withdraw (cancellation or return of items in an order) does not limit your legal warranty rights, to which you will continue to be entitled. You can contact us at the following address: tienda.pedidos@museothyssen.org To exercise the warranty right for sales made through this online store, we ask that you provide the order number.

In cases where we verify that the damage or defect is not due to manufacturing or manipulation by the Foundation or the shipment, the Foundation's decision will be communicated to the customer by email and if the Foundation has received the return of the rejected items, these will remain at your disposal for 2 months in the Museum Store (Paseo del Prado, 8 Madrid - 28014) where you can collect them or request their shipment, paying in advance all the costs of the new shipment.

Complaint forms

Complaint forms are available at the information desk of our Museum, at: Museo Nacional Thyssen-Bornemisza, Paseo del Prado 8, Madrid.