Refund policy

RETURNS & REFUNDS POLICY

1. ORDER CANCELLATION

• If you wish to cancel or make changes to your order, please contact us within 24 hours of placing your order.

• Cancellation requests submitted after this 24-hour period may still be reviewed; however, production, customization, or preparation may have already begun, and cancellation may no longer be possible.

• For made-to-order or custom artworks, once production or customization has begun, cancellation is not possible, except where otherwise required by applicable law.

• Once an order has been dispatched or shipped, it can no longer be cancelled. Any return or refund request after dispatch will be handled in accordance with this Returns & Refunds Policy and applicable consumer protection laws.

2. DEPOSIT ORDERS

• For certain custom or made-to-order artworks, we may offer the option to place an order with an initial deposit.

• If you wish to cancel a deposit order, please contact us as soon as possible.

• If production or customization has not yet begun, your deposit is refundable.

• Once production or customization has begun, the deposit is non-refundable, as materials, labor, and other production costs may already have been incurred, except where otherwise required by applicable law.

• We will review the status of your order and confirm whether cancellation and a refund are available.

3. PRE-SHIPPING PRODUCT CONFIRMATION

• Once your painting is created, we'll send you photos and videos via WhatsApp. You'll have the opportunity to review it before shipping.

• The painting will only be shipped after you confirm your satisfaction.

• Please review all photos and videos carefully before confirming your order.

• This confirmation process does not affect any mandatory consumer rights that may apply under applicable law.

4. 30-DAY RETURN GUARANTEE & ELIGIBILITY

• You may request a return within 30 days of delivery, for any reason.

• Where a return is permitted, the item must generally be returned in its original condition, unused and undamaged, and must be securely packed in its original packaging, including any wooden crates, frames, or protective materials, where applicable.

• If the original packaging is no longer available, equivalent protective packaging may be used, subject to our prior approval.

• To request a return, please contact us before sending any item back.

• Items returned without prior authorization may not be accepted.

• We reserve the right to refuse refunds for items damaged during return transit due to insufficient or inappropriate packaging.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

• Please inspect your order as soon as you receive it.

• If you receive an item with a quality issue, if your item arrives damaged or defective, or if you receive the wrong item, please contact us promptly for assistance, or within 48 hours of receiving the delivery, or as soon as reasonably possible at support@arturapaint.com.

• Please provide:

  • Your order number;

  • Clear photos or videos of the item;

  • Photos of the damaged packaging, including outer crates and inner protective materials, where applicable; and

  • A description of the issue.

• Once confirmed, we will send a new one to you ASAP, or provide another appropriate solution.

• Depending on the circumstances, this may include:

  • A free replacement;

  • A repair, where appropriate;

  • A return authorization and prepaid return shipping arrangement; or

  • A refund, where applicable.

• Customers will not be responsible for return shipping costs when the return is required due to our error, a verified defect, or shipping damage.

• This reporting timeframe does not limit any mandatory consumer rights that may apply under applicable law.

6. CUSTOMIZED AND MADE-TO-ORDER ARTWORK

• Many of our products are custom-made, personalized, or produced specifically according to customer requirements.

• Because these products may be created specifically for an individual customer, they may not be eligible for cancellation, return, or exchange once production or customization has begun, except where required by applicable law.

• For products made to a customer's specifications or clearly personalized, statutory withdrawal or return rights may be limited or excluded where permitted by applicable law.

• This section does not affect any mandatory rights that cannot legally be excluded.

7. CHANGE-OF-MIND RETURNS

• If you wish to return an eligible item because you have changed your mind (within our 30-day return window), please contact us before returning the item.

• Where a change-of-mind return is accepted, the customer will be responsible for all return shipping costs, as well as any applicable return customs duties and taxes, unless otherwise required by applicable law.

• Any original shipping fees, if applicable, will be handled in accordance with applicable law and the circumstances of the return.

• Returns must not be sent to us without prior authorization.

8. EUROPEAN UNION CUSTOMERS

• For customers located in the European Union, including customers in Germany, Italy, and Poland, certain purchases may be subject to a statutory right of withdrawal under applicable consumer protection laws.

• Where applicable, eligible customers may have the right to withdraw from a distance purchase within 14 days of receiving the goods without providing a reason (or within our extended 30-day return window where applicable).

• To exercise this right, you must contact us with a clear statement of your decision to withdraw from the purchase.

• This right may not apply to goods made to the customer's specifications or clearly personalized, where such an exception is permitted under applicable law.

• Nothing in this policy is intended to limit any mandatory consumer rights available under applicable European Union or local law.

9. UNITED KINGDOM & SWITZERLAND CUSTOMERS

• For customers located in the United Kingdom or Switzerland, cancellation, return, and refund rights will be handled in accordance with applicable local consumer protection laws and our 30-day return policy.

• Goods made to a customer's specifications or clearly personalized may be excluded from certain cancellation or return rights where permitted by applicable law.

• Nothing in this policy limits any mandatory rights available to consumers under applicable local law.

10. EXCHANGES

• If you receive a damaged, defective, or incorrect item, please contact us before taking any further action.

• For eligible cases, we may provide a replacement or another appropriate solution.

• Exchanges for change-of-mind reasons are subject to product eligibility and applicable law.

• Custom-made, personalized, or made-to-order products may not be eligible for exchange once production or customization has begun, except where required by applicable law.

11. REFUNDS

• Once we have received and reviewed your return or refund request, we will notify you of the outcome.

• If a refund is approved, it will generally be issued to your original payment method.

• If a return is required before a refund can be issued, the refund will generally be processed after the returned item has been received and inspected, unless applicable law requires otherwise.

• The time required for the refund to appear in your account may depend on your payment provider, bank, or credit card company.

12. CUSTOMS DUTIES & TAXES (NO HIDDEN FEES)

• To provide a seamless shopping experience, all our artworks are shipped Delivered Duty Paid (DDP).

• This means all customs duties, import taxes, and VAT are fully covered by us.

• The price you see at checkout is the final price you pay. You will not be asked to pay any additional or unexpected fees to the courier upon delivery.

13. SHIPPING & PACKAGING INFO

• Free Express Shipping: We offer 100% free express shipping with comprehensive insurance coverage included for every order.

• Secure Packaging: All artwork is meticulously and professionally packaged (including wooden crates and protective materials where applicable) to guarantee it arrives in pristine condition.

• Flexible Delivery Methods: Framed Paintings are shipped via premium local express couriers to ensure careful handling directly to your door.

14. RETURN ADDRESS & CONTACT US

• Please do not send any item to the address below unless you have first contacted us and received authorization to return the item.

• Authorized returns should be sent to: SUITE 6503, 65/F, CENTRAL PLAZA 18 HARBOUR ROAD, WAN CHAI HONG KONG

• For questions about cancellations, returns, replacements, or refunds, please contact us at: support@arturapaint.com

CHECKOUT AGREEMENT SUMMARY

By placing your order, you acknowledge and agree to our full Returns & Refunds Policy. Key points for your purchase include:

• 30-Day Return Guarantee: You may request a return within 30 days of delivery, for any reason. If you receive an item with a quality issue or damaged, please contact us promptly for assistance; once confirmed, we will send a new one to you ASAP.

• Cancellations: Please request cancellations within 24 hours of placing your order. Cancellation requests submitted after 24 hours may not be possible if production, customization, or preparation has already begun. Custom and made-to-order artworks cannot be cancelled or refunded once production has started, except where required by applicable law.

• Deposit Orders: Deposits are refundable if production or customization has not yet begun. Once production or customization has started, deposits are non-refundable, except where required by applicable law.

• Pre-Shipping Approval: Once your painting is created, we'll send you photos and videos via WhatsApp for your review and approval before shipping. The painting will only be shipped after you confirm your satisfaction.

• Customs Duties & Taxes (No Hidden Fees): All artworks are shipped Delivered Duty Paid (DDP). All customs duties, import taxes, and VAT are fully covered by us—the price at checkout is the final price you pay.

• Shipping & Packaging: Enjoy 100% free express shipping with comprehensive insurance. All items are securely and professionally packaged, with framed paintings delivered directly to your door via premium local express couriers.

• Transit Damage: Please inspect your delivery immediately upon receipt. Any transit damage, defects, or quality issues should be reported to us promptly within 48 hours, or as soon as reasonably possible, with clear photos or videos.

• Returns: For eligible change-of-mind returns, customers are responsible for applicable return shipping costs, taxes, and duties, unless otherwise required by applicable law.