Refund & Returns Policy

1. 30-Day Return Policy for Standard Paintings

Standard, non-custom paintings and in-stock works may be returned within 30 calendar days from delivery if the return is authorized before the return shipment begins.

• Condition: The painting must be unused, undamaged, not altered, and packed in the original professional packaging where practical.
• Authorization: The return must include the order number and the return instructions provided by our team.
• Preference returns: A 15% restocking and inspection fee may apply to standard returns that are not caused by verified damage, defect, or our error.
• Excluded from standard returns: Custom paintings, buyer-approved commissions, altered artwork, locally stretched or framed canvas, and unauthorized returns may not qualify for a standard preference return.

2. Custom Approval and Reasonable Adjustments

Custom portraits, custom sizes, commissioned subjects, and buyer-specific artwork are made for one buyer. When custom preview materials are provided, the preview stage is the time to request reasonable corrections before packing and dispatch.

• Before shipment: You may request reasonable corrections during the preview stage before the artwork is approved and dispatched.
• Reasonable correction scope: Small color tone adjustments, minor facial or detail corrections, small background cleanup, edge or crop refinements, and confirming roll or frame preference before packing.
• Outside reasonable scope: Changing the reference image, subject, size, composition, painting style, adding or removing major subjects, rebuilding the background, repeated preference-only redesign requests, or requests made after written approval.
• Major changes: If a request requires repainting major areas or changes the original order, we will explain the extra time or cost before proceeding.
• Final acceptance: Once you approve the preview in writing, the artwork is treated as accepted for shipment.

3. Return Shipping and Approved Couriers

For standard returns that are not caused by verified damage, defect, or our error, the buyer must pay the full return shipping cost, return insurance, and any customs fees or carrier charges related to the return shipment.

• Contact first: Do not send any painting back without written authorization by email or WhatsApp.
• Approved courier only: DafenArts must confirm the return courier and route. Unauthorized courier bookings may be refused, delayed, or excluded from insurance support.
• Outbound logistics costs: Non-recoverable outbound shipping, customs handling, carrier, or import-related costs may be excluded from preference-return refunds where allowed.
• Risk during return: The artwork remains the buyer's responsibility until it is received by our studio through the approved trackable and insured route.

4. Damage, Quality Issues, and Insurance

Every DafenArts outbound shipment is packed for international transit and insured for its declared value. If a shipment is damaged or lost in transit, we handle the carrier or insurance claim process after the issue is verified.

• Report within 48 hours: Contact us within 48 hours after delivery if the painting or packaging arrives damaged.
• Record evidence: We strongly recommend recording a short unboxing video from the sealed package through artwork inspection, especially for framed, large, or high-value works.
• Send photos or video: Provide clear evidence of the artwork, outer packaging, inner packaging, shipping label, tube, carton, crate, corner guards, or frame damage.
• Keep packaging: Do not discard packaging, repair the artwork, or send it elsewhere until we review the claim instructions.
• Handmade variation: Brush texture, minor handmade variation, and screen color differences are not treated as defects unless they clearly conflict with written order details or approval materials.
• Resolution: After verification, we may provide repair support, replacement, priority repainting, refund, or another fair solution depending on the situation.

5. Frames and Rolled Canvas

DafenArts may ship artwork as rolled canvas, flat canvas, stretched canvas, framed artwork, or crated artwork depending on the selected product option, size, surface, destination, and courier requirements. Frame orders require additional protection and may have different return conditions from unframed canvas.

• Rolled canvas: Rolled canvas should be opened carefully and stretched or framed locally by a qualified framer. Minor curl from tube shipping is normal and is not considered shipping damage.
• Opening tubes: Do not cut shipping tubes or protective layers with a blade near the canvas surface.
• Standard frames: Standard frame options may be returnable only when the return is authorized, the frame is unused and undamaged, and all corner guards, protective layers, cartons, or crate materials are returned with the artwork.
• Custom frames: Custom frame sizes, special finishes, and buyer-specific frame requests follow the custom order rules after confirmation and may not qualify for preference returns.
• Frame damage: Frame, glass, corner, or crate damage must be reported within 48 hours with photos or video so the insurance claim can be supported.

6. How to Start a Return

• Step 1: Contact [email protected] or WhatsApp +86 13723448084.
• Step 2: Provide your order number, delivery date, photos or video if relevant, and the reason for the return request.
• Step 3: Wait for return authorization, approved courier instructions, and the correct return address before shipping anything back.

7. Refund Processing

After an authorized return is received through the approved route, we inspect the painting, frame if applicable, and packaging. Inspection usually takes up to 5 business days after arrival at our studio.

If approved, the refund is issued to the original payment method. Any approved restocking fee, non-recoverable logistics cost, or return-related charge will be confirmed as part of the return review. Your bank, card issuer, PayPal, Stripe, or other payment provider may need additional time to post the credit.