Returns & Exchanges

1. Returns

Request a return within 30 calendar days of delivery by emailing info@wabisabipainting.com with your order number and reason. Eligible artwork must be unused, undamaged, unchanged, and accompanied by proof of purchase. Include supplied accessories and documents, using the original protective packaging where possible.

After approval, mail the return within 7 calendar days unless we agree otherwise. Contact customer service for the designated return address before shipping. Do not send your return to the address on the original package.

2. Exceptions

Personalized artwork, gift cards, clearance items, and items identified as Final Sale are excluded from change-of-mind returns. Personalized artwork includes custom colors, bespoke dimensions, and customer-reference commissions. This does not exclude remedies for damage, defects, or incorrect supply.

Standard designs painted after purchase are not automatically personalized orders. Any applicable exception must be identified before purchase.

3. Return costs

Customers pay return postage for preference-related returns. We cover necessary return postage for confirmed defects, damage, or our fulfillment errors. Eligible returns have no restocking fee.

Original delivery is free. We do not deduct an original shipping charge that you did not pay. The US$50–US$100 cancellation fee below is not an additional fee on an eligible return after delivery.

4. Damage or incorrect items

Please report damage, defects, or incorrect items within 48 hours of delivery, with your order number and clear photos or video of the artwork and packaging. We will assess the issue and arrange an appropriate remedy, such as replacement, exchange, or refund.

Please keep the artwork and packaging while we arrange the next steps. Contact us before returning anything. A missing courier inspection does not prevent you from requesting help. The 48-hour reporting request does not override mandatory rights or exclude defects that could not reasonably be discovered within that period.

Natural brushwork differences are expected; material differences from your order are not excused by the handmade nature of the product.

5. Exchanges and refunds

For an exchange, contact us first. The recommended route is an eligible return followed by a new order once the return is approved.

We inspect returned artwork and process eligible refunds within 3 business days of receipt. PayPal credits may take up to 3 additional business days; card credits may take 7–14 business days, depending on the provider.

We will explain the outcome of the inspection. Refunds go to the original payment method for the amount paid for the returned item and any refundable tax collected on it. For wallet payments, posting time depends on the underlying payment method and provider. Check your payment account and contact us if the refund does not appear after the expected period. Mandatory refund deadlines remain applicable.

A replacement purchased as a new order follows our normal made-to-order preparation and shipping arrangements.

6. Lost shipments

If a parcel is confirmed lost in transit, we will replace it at no extra cost or provide a full refund if you prefer. No cancellation labor fee applies to this full refund.

Replacement paintings are hand-painted again after the replacement is confirmed. Preparation and transit follow our Shipping & Delivery policy, including the finished-photo approval process.

For an approved cancellation, confirmed lost order, or another refund that does not require a physical return, we process the refund within 3 business days after it is agreed. Refunds go to the original payment method; the payment-provider posting times in the Exchanges and refunds section also apply.

If tracking says delivered but you cannot find the parcel, email us so we can investigate.

7. Changes and cancellations

Email info@wabisabipainting.com promptly with your order number to request a change or cancellation.

Before painting begins, you may cancel for a full refund. After painting begins and before shipment, a US$50–US$100 labor fee applies. Customer service will discuss and confirm the exact fee and refund amount before processing your request.

Changes may affect price or timing and will be discussed before implementation. After shipment, the return rules apply. The fee does not apply where you are entitled to a full refund because we cannot ship as promised, or to a confirmed lost-order refund. Mandatory remedies for damage, defects, and incorrect supply remain unaffected.

8. Contact

For assistance, email info@wabisabipainting.com and include your order number. Please obtain our return instructions and designated address before mailing artwork back.

This policy does not limit mandatory consumer rights under applicable law.