Returns - Bilbao Fine Arts Museum

The Museo de Bellas Artes de Bilbao’s online shop aims to achieve complete customer satisfaction. If for any reason you are not satisfied with your purchase you can return any items, the price of which will be refunded to you.


The cost of returning items must be paid for by the customer, except in the case of an error or manufacturing defect, or if it is not possible to exchange the selected item for another one.

According to articles 120 and 123 of the New Version of the General Law on the Protection of Consumers and Users and other associated laws (TRLGDCU), in the case of defective products, these will be repaired, replaced, the price lowered or the contract cancelled according to each case. Consumers and users will not be charged for this procedure. The Museum will be accountable for defects for up to 2 years from the time of delivery. The consumer and user must inform the Museum of their dissatisfaction within two months of becoming aware of it..

Before returning your item(s), you should notify the following e-mail address:, which will provide you with all the necessary information..

Check that you have fulfilled all the requirements for returning an item. The total amount of the items will be refunded using the same payment method as that of the original purchase.

Having checked the terms and conditions of the return, the refund process is initiated and will be completed in the shortest time possible. Payment of the amount to be refunded will be made to the same card that the customer used to make the purchase. Once the museum has issued the relevant refund order, the transfer of the amount is entirely the responsibility of your bank.

Should the conditions for refunds not be fulfilled, the online shop of the Museo de Bellas Artes de Bilbao will not make a refund. In this case, this decision will be communicated to the customer by e-mail and the rejected items will be kept available for the customer for a period of 2 months. The customer can collect them from the Museum’s Shop (Museo Plaza 2, 48009 Bilbao) or request that they are sent, having paid the cost of delivery in advance.

The Museo de Bellas Artes de Bilbao reserves the right to refuse refunds communicated or sent outside the established time period, or refunds on items that are not in the same state as they were when they were originally sent to the customer.

Terms and conditions for refunds

The maximum amount of time for returning one or more items from the same purchase is 14 calendar days from the date of the arrival of the order.

All items to be returned must be in the same state as they were when delivered and must include the original wrapping and labels. If the original wrapping and labels are not included, the article may lose some of its original value.

The customer’s right to a refund is not applicable in the case of purchase of sound and video recordings or computer programmes where the plastic wrapping has been removed by the customer; items made to a customer’s specifications or clearly personalised; and items that due to their intrinsic nature cannot be returned or are likely to deteriorate rapidly or pass their sell-by date.