Политика возврата средств

Oil Painting Return & Refund Policy

30-Day Return Service

We offer a 30-day return service, allowing you to apply for a return within 30 days of receiving your oil painting.

Return Eligibility Criteria

To ensure the integrity of the painting and protect the right to resell, returns must meet the following conditions:
  • The item must remain in its original condition as received, with no damage, stains, or modifications to the painting surface. The frame (if included) must be free of scratches or paint chipping, and the edges of the canvas must not be torn or damaged.
  • The painting must not have been hung or custom-framed (except for pre-purchased custom framing services). All accompanying accessories (such as moisture-proof bags, product manuals, and collection certificates) must be intact, and the original packaging must be undamaged.
  • Valid proof of purchase (order screenshot, invoice) and complete photos/videos of the item’s appearance at the time of receipt are required to confirm purchase and the item’s intact condition upon delivery.

Return Process

To initiate a return, please send an email to our official mailbox: weica731@gmail.com. The email must include your order number, detailed reason for return, as well as photos/videos of the item’s appearance and proof of purchase.
Please send the returned item to the following address: [INSERT RETURN ADDRESS]
Once your return application is approved, we will send you a dedicated painting packaging guide (including key protection points such as moisture and collision prevention). For returns due to non-quality reasons, the shipping cost shall be borne by the buyer, and we do not accept freight collect packages. Items sent back without prior application or damaged due to improper packaging (not following the guide) will not be accepted, and no refund will be issued.
For any questions related to returns, please feel free to contact us at weica731@gmail.com, and we will reply promptly.

Damage and Issue Feedback

Please inspect your package upon receipt (it is recommended to record the entire unboxing process for reference). If the painting has surface damage, canvas cracks, frame damage, transportation deformation, or if you receive an item that does not match the ordered style or size, please contact us immediately. This allows us to verify the issue promptly and arrange for a replacement, repair, or return/refund as appropriate. Failure to provide feedback within a reasonable time will be deemed as confirmation that the item was received intact.

Non-Returnable Items

The following oil painting items are non-returnable. We appreciate your understanding:
  • Custom oil paintings (including personalized portrait paintings, custom-sized/composition paintings, and exclusive theme creations). As these are made-to-order, no returns are accepted for non-quality reasons.
  • Items that have been unpacked, framed, hung, or modified (including altered paintings or replaced frames).
  • Items damaged due to improper personal storage or incorrect installation.
  • Discounted oil paintings, clearance oil paintings, and gift cards (if applicable). Once sold, no returns are accepted for non-quality reasons.
If you have questions about the return policy for a specific oil painting, please contact us for confirmation before placing an order or after receiving the item.
Note: We do not provide an exchange service. To change the style or size, please return the item following the return process and place a new order.

Shipping Cost Instructions

1. For returns due to product quality issues (such as surface damage, canvas cracks, or mismatched style/size), the shipping cost will be borne by us. After approval, we will provide instructions for shipping cost reimbursement or freight collect.
2. For returns due to non-quality reasons (such as personal aesthetic preferences or incorrect size selection), the shipping cost will be borne by the buyer. The buyer must prepay the return shipping fee, and we do not accept freight collect packages.

14-Day Cooling-Off Period for the European Union

Notwithstanding the above terms, if the item is shipped to the European Union, you have the right to a 14-day cooling-off period. During this period, you may cancel your order or apply for a return at any time without providing a reason.
The returned item must still meet the following requirements: remain in original condition, with an intact painting surface and frame, not hung or framed, complete original packaging and accessories, and valid proof of purchase. Pursuant to the EU Consumer Rights Directive, the shipping cost for returns initiated during the cooling-off period (without quality reasons) shall be borne by the buyer, and we do not accept freight collect packages. Custom oil paintings are excluded and not subject to this cooling-off period. For returns due to product quality issues (such as surface damage or mismatched size), the shipping cost shall be handled in accordance with the "Shipping Cost Instructions" section of this policy, borne by us.

Refund Instructions

Once we receive and professionally inspect the returned item (confirming the painting surface, frame, and packaging are intact), we will notify you of the refund review result promptly. Approved refunds will be automatically processed to your original payment method within 10 business days.
Please note that your bank or credit card issuer may require additional time to process and post the refund. The actual refund arrival time is subject to your bank’s notification.
If you have not received your refund within 15 business days of approval, please contact us at weica731@gmail.com for verification.