Refund policy

Last updated: September 7, 2026

This Refund and Return Policy applies to purchases made through Solorart at www.solorart.com.

Please contact support@solorart.com before returning any item. Unauthorized returns may not be accepted or may experience processing delays.

1. Standard Artwork: 30-Day Returns

Standard, non-customized artwork may be returned within 30 calendar days after delivery.

Selecting a standard size, frame, orientation, or other option offered directly on the product page does not by itself make the artwork a custom product.

To qualify for a change-of-mind return, the artwork must be:

Unused and unaltered;
In its original condition;
Free from damage caused after delivery; and
Returned with its original protective packaging, where reasonably possible.

Please send the return request within 30 calendar days after delivery. After the return is approved, the item must normally be handed to the return carrier within 14 calendar days.

No restocking fee is charged for an eligible return.

2. Custom, Commissioned, and Personalized Artwork

Custom, commissioned, or personalized artwork is created according to customer-specific instructions and is not eligible for a change-of-mind return.

This includes artwork created using:

A customer-supplied photograph or reference;
Personalized names, text, dates, portraits, or other personal details;
A non-standard size or composition requested by the customer;
Major color or subject changes requested by the customer; or
Other specifications that make the artwork unsuitable for resale.

This limitation does not apply if the custom artwork arrives damaged, is materially defective, is incorrect, or materially differs from the approved preview or agreed specifications.

3. Hand-Painted Characteristics

Each Solorart artwork is individually hand-painted. Minor variations in brushwork, texture, color, details, dimensions, or composition may occur.

These natural variations are part of the handmade character of the artwork and are not automatically considered defects.

However, if an artwork materially differs from the approved preview, product description, or agreed customization instructions, please contact us so that we can review the issue.

4. How to Request a Return

To request a return, email support@solorart.com and include:

Your order number;
The purchaser’s name;
The reason for the return;
Photographs of the artwork and packaging, where relevant; and
Your requested resolution.

If the return is approved, we will provide return instructions. Please do not send an item back without receiving authorization.

5. Return Address

Approved returns are sent to China:

Solorart Returns
Wenquan International Villa
Jiaomei Town, Zhangzhou Taiwanese Investment Zone
Zhangzhou, Fujian 363107
China

The complete return instructions must be followed to avoid customs or delivery problems.

6. Change-of-Mind Return Costs

For an eligible change-of-mind return:

The customer is responsible for return shipping costs;
The return must use a trackable shipping service;
Insurance is strongly recommended;
The customer is responsible for loss or damage during return transit; and
Any expedited or separately charged original shipping fee is not refundable unless required by law.

The customer is also responsible for customs declarations and charges caused by an incorrectly declared or improperly shipped return.

7. Damaged, Defective, Incorrect, or Lost Orders

If an order:

Arrives damaged;
Is materially defective;
Contains the wrong item;
Is materially different from the approved preview; or
Is confirmed lost in transit,

please contact support@solorart.com with the order number and supporting photographs or other relevant information.

After verification, Solorart will offer an appropriate remedy, such as a replacement, correction, repair, or full refund.

If we require the item to be returned because of a verified problem for which Solorart is responsible, we will provide a prepaid return method or reimburse reasonable authorized return shipping costs.

Please do not arrange an expensive return shipment without first receiving written authorization.

8. Refund Inspection and Processing

Returned items are inspected after they are received.

If the return is approved, the refund will be issued to the original PayPal payment method, normally within five business days after inspection.

PayPal or the customer’s financial institution may require additional time to post the refund.

For an eligible return, the refund includes the amount paid for the returned product. Any separately charged expedited shipping fee is not refundable for a change-of-mind return unless required by applicable law.

If a returned item has been used, altered, or damaged after delivery, we may reduce or refuse the refund to the extent permitted by law. We will explain the reason and provide supporting information.

9. Exchanges

If you would like a different standard artwork, size, or frame, please contact us.

Where an exchange is approved, the original item may need to be returned and inspected before the replacement is produced or shipped. Price differences and applicable shipping costs will be confirmed before the exchange proceeds.

10. Order Changes and Cancellations

A customer may request a full cancellation and refund before painting has begun.

Once painting has begun, the order cannot be cancelled for change-of-mind reasons because materials and production work have already been committed.

If Solorart cannot complete the order, we will offer a replacement, alternative solution, or full refund.

If the customer does not respond to the artwork preview, the order will be placed on hold. It will not be automatically approved, framed, or shipped. An order placed on hold is not automatically treated as cancelled or refunded.

11. Incorrect Addresses, Refused Deliveries, and Unclaimed Packages

Customers are responsible for providing a complete and accurate delivery address.

If a package is returned because of an incorrect address, refusal of delivery, repeated failed delivery attempts, or failure to collect the package, the customer may be responsible for the resulting carrier and return costs unless Solorart caused the problem.

Any deduction from a refund will be limited to reasonable documented costs and will be made only where permitted by applicable law.