Refund policy
At Oil Painting Haven, we want you to feel confident when purchasing a hand-painted oil painting from us.
Because our products include both standard catalog paintings and individually customized artwork, different return and cancellation conditions may apply depending on the type of order.
This policy does not limit any consumer rights that cannot legally be excluded under applicable law.
1. Standard Catalog Paintings — 30-Day Return Policy
Standard catalog paintings purchased from our regular collections may be returned within 30 days after delivery, subject to the conditions below.
A painting is not considered a custom or personalized item solely because it is painted after your order is placed.
To request a return, please contact support@oilpaintinghaven.com and provide your order number and the reason for the return.
Please do not send a painting back before contacting us. We will provide the appropriate return instructions.
2. Conditions for Standard Returns
To qualify for a standard return, the artwork should be returned in substantially the same condition in which it was received.
Please protect the painting carefully when repacking it for transportation and use the original protective packaging whenever reasonably possible.
Where permitted by applicable law, a refund may be reduced if an item has been damaged, altered, improperly handled, or returned in a condition that materially reduces its value.
Normal inspection of the artwork after delivery does not by itself make the painting ineligible for return.
3. Return Shipping for Change-of-Mind Returns
Shipping costs, applicable duties, and taxes for the original delivery of the order are included in the purchase price.
These original delivery charges will not be separately deducted from an eligible refund simply because they were included in the purchase price.
If an eligible standard catalog painting is returned solely because the customer has changed their mind, the customer is generally responsible for the direct cost of returning the artwork, unless applicable law requires otherwise.
Return transportation is separate from the original shipping included in the purchase price.
Please contact Oil Painting Haven before arranging any return shipment, particularly for framed or oversized paintings.
If Oil Painting Haven arranges return transportation on the customer's behalf for a change-of-mind return, the applicable return transportation cost may be deducted from the refund where permitted by law.
4. Damaged, Defective or Incorrect Orders
If your painting arrives damaged, defective, incorrect, or materially different from the item you ordered, please contact us as soon as possible.
For shipping damage, we recommend contacting us within 48 hours of delivery whenever reasonably possible so that we can promptly document the damage and work with the carrier.
The 48-hour period is intended to help with shipping claims and does not by itself remove any rights that may apply under applicable law.
Please provide your order number, photographs of the complete artwork, close-up photographs of the affected area, photographs of the external and internal packaging, and a photograph of the shipping label where possible.
Please keep the original packaging until we confirm that it is no longer required.
Depending on the circumstances, we may offer an appropriate solution such as repair, replacement, repainting, partial refund, or full refund.
If return transportation is required because the artwork arrived damaged, defective, incorrect, or materially different from the agreed order, Oil Painting Haven will cover the reasonable authorized return transportation cost.
5. Hand-Painted Variations
Every Oil Painting Haven artwork is individually hand-painted.
Minor differences in brushwork, texture, color, details, and other artistic characteristics may occur between the finished painting and the reference image displayed on our website.
These natural variations are part of the hand-painted process and do not by themselves mean that the artwork is defective.
For made-to-order paintings, we may provide completion photographs for review before shipment so that appropriate adjustments can be requested before dispatch.
6. Custom and Personalized Paintings
Custom and personalized paintings are handled differently from standard catalog paintings.
This may include artwork produced from a customer's personal photograph, according to a unique customer-supplied composition, with significant customer-requested changes, in a unique size, according to specially requested colors or specifications, or for other individual requirements.
Such items are produced specifically for an individual customer and may not be suitable for resale.
7. Cancellation of Custom Orders Before Production
If you wish to cancel a custom order before physical painting production has begun, please contact us as soon as possible.
Unless a separately disclosed design or service fee applies, we will normally provide a full refund if physical painting production has not started.
Individually quoted projects may be subject to separately agreed cancellation terms stated in the quotation or agreement.
8. Custom Orders After Painting Production Begins
Once physical production of a genuinely custom or personalized painting has begun, the order is generally not eligible for cancellation or a change-of-mind return, except where required by applicable law.
This is because the artwork is being created according to specifications unique to that customer.
Our custom process therefore focuses on customer review and revision before shipment.
9. Approval of Custom Artwork
When a custom painting is completed, we will normally send photographs for review before shipment.
Customers should carefully review the composition, colors, important details, and overall appearance.
If adjustments are required, they should be requested before final approval.
Once the customer approves the completed painting for shipment, the custom artwork is considered accepted in relation to artistic characteristics reasonably visible in the approval photographs.
Approval does not remove any rights relating to shipping damage, defects, incorrect goods, or a material failure to meet the agreed specifications.
10. Custom Artwork After Delivery
Because genuinely customized and personalized paintings are produced for an individual customer, they are generally not eligible for a change-of-mind return after delivery.
However, please contact us immediately if a custom painting arrives damaged, is materially defective, is the wrong artwork, or materially fails to match the agreed specifications.
We will review the circumstances and provide an appropriate solution in accordance with this policy and applicable law.
11. Framed Paintings
Framed paintings may be returned where the underlying order is eligible for return.
Because framed paintings can be large, heavy, and fragile, please contact us before arranging return transportation.
Do not independently ship a large framed painting internationally without first receiving return instructions from Oil Painting Haven.
Damage caused by inadequate return packaging or an unauthorized return shipping method may affect the refund amount to the extent permitted by applicable law.
12. Framed Paintings Over 38 Inches and Freight Returns
Framed paintings with any dimension greater than 38 inches are generally delivered by ocean freight.
The original ocean freight, shipping charges, applicable customs duties, import taxes, and standard delivery-related taxes are included in the purchase price.
Customers are not required to pay additional shipping charges or taxes for the original delivery.
However, the inclusion of original delivery costs does not automatically include the cost of returning the artwork when the customer simply changes their mind.
Oversized framed paintings must not be returned without first contacting Oil Painting Haven.
If a change-of-mind return is accepted, we will provide or arrange the appropriate return transportation method. Where permitted by applicable law, the customer may be responsible for the direct return transportation cost.
If the artwork is returned because it arrived damaged, defective, incorrect, or materially different from the agreed order, Oil Painting Haven will cover the reasonable authorized return transportation cost.
13. How to Request a Return
Please email support@oilpaintinghaven.com.
Include your order number, name, reason for return, and photographs where relevant.
We will review the request and provide appropriate return instructions.
Please do not send a return to an address found independently online or directly to an artist, studio, warehouse, or logistics provider without authorization from Oil Painting Haven.
Unauthorized returns may significantly delay processing.
14. Refund Processing
After an authorized return is received and inspected, we will confirm the outcome of the return request.
Approved refunds will normally be issued to the original payment method.
For an eligible full refund, the refund will generally be based on the amount paid for the returned item.
Original standard shipping, ocean freight, customs duties, and taxes that were included in the purchase price will not be separately deducted from the refund simply because those costs were included in the original price.
Where the customer is responsible for return transportation, the authorized return shipping or freight cost may be deducted from the refund where permitted by applicable law.
We aim to process approved refunds promptly. Banks, card issuers, PayPal, or other payment providers may require additional processing time after the refund has been issued.
15. Exchanges and Replacements
Where appropriate, we may offer an exchange, repainting, replacement artwork, or another mutually agreed solution instead of a refund.
Nothing in this policy requires a customer to accept an alternative remedy where applicable law provides a different right or remedy.
16. Non-Returnable Situations
Subject to applicable law, a return or refund may be declined where the item is a genuinely customized or personalized product and the request is simply a change of mind.
A return or refund may also be declined where the artwork has been intentionally altered after delivery.
Damage caused after delivery through misuse, improper installation, storage, handling, or an accident unrelated to shipping may not qualify for a return or refund.
A refund may also be affected where an unauthorized return or improper packaging causes additional damage or loss.
Fraudulent or abusive return requests may be declined.
Nothing in this section excludes rights relating to faulty, damaged, misdescribed, or incorrectly supplied goods.
17. Commercial and Trade Orders
Hotels, interior designers, restaurants, offices, bulk orders, and other business-to-business projects may be subject to separately agreed project terms.
Production milestones, deposits, approval procedures, cancellation terms, transportation arrangements, and refunds may be specified in the project's quotation, invoice, or agreement.
Where separately agreed project terms apply, those terms will govern the relevant commercial order to the extent permitted by law.
18. Contact Us
For questions about returns, refunds, cancellations, damaged shipments, or an existing order, please contact us.
Email: support@oilpaintinghaven.com
WhatsApp: +1 912-571-8090
Oil Painting Haven
oilpaintinghaven.com