Refund policy

Refund Policy

At Solorart, we want you to feel confident when purchasing original hand-painted artwork. This policy explains our 30-day return program, the terms for custom artwork, and the support available for damaged, defective, incorrect, or lost orders.

Nothing in this policy limits any rights or remedies available to you under applicable consumer protection laws.

1. 30-Day Returns for Standard Artwork

For standard, non-customized artwork, you may request a return within 30 calendar days after the carrier confirms delivery.

To qualify for a return, please ensure that:

You contact us at support@solorart.com before sending the artwork back.
The artwork is returned in the same condition in which it was received, with no stains, scratches, alterations, damage, or signs of improper handling or installation.
All items, parts, and accessories originally supplied with the artwork are included.
The artwork is securely repackaged, preferably in its original protective packaging.
You provide your order number or other valid proof of purchase.

Once your request is approved, we will provide the authorized return address and return instructions. Unless otherwise agreed in writing, the item must be handed to the carrier within 14 calendar days after return approval.

Returns sent without prior authorization, sent to an unauthorized address, sent cash-on-delivery, or returned outside the applicable timeframe may be refused.

2. Customized and Commissioned Artwork

Customized and commissioned artwork is created specifically for you and cannot normally be resold. For this reason, custom artwork is not eligible for return or exchange due to a change of mind.

Customized artwork includes, but is not limited to:

Artwork created from your photo, concept, or personal instructions;
Non-standard dimensions or proportions;
Personalized subjects, text, compositions, colors, or design details; and
Any item clearly described as custom, bespoke, personalized, or commissioned before purchase.

Selecting a standard size, frame, or option shown on the product page does not automatically make an item custom unless that option is clearly identified as custom.

This exclusion does not apply if the artwork arrives damaged, defective, incorrect, or materially different from the final preview approved before shipment.

3. The Nature of Hand-Painted Artwork

Each Solorart painting is individually created by hand. Minor variations in brushwork, texture, paint blending, dimensions, composition, and artistic interpretation are natural characteristics of handmade artwork and make every piece unique.

Colors may also appear slightly different depending on lighting conditions, screen settings, and display devices. These minor handmade or display-related variations are not considered defects.

Before shipment, we provide photos or videos of the finished artwork for your approval and allow reasonable adjustment requests where possible. By approving the final preview, you acknowledge and accept the visible artistic characteristics shown in that preview.

Your approval does not affect your rights in relation to transit damage, hidden defects, or a material difference between the delivered artwork and the approved preview.

4. Return Shipping and Costs

For approved change-of-mind returns, the customer is responsible for:

Arranging return shipping through a suitable carrier;
All return shipping and insurance costs; and
Ensuring the artwork is safely delivered to the authorized return address.

We strongly recommend using a tracked and insured shipping service suitable for artwork.

Original shipping charges, expedited shipping fees, duties, taxes, customs charges, and payment-provider fees are not refundable for change-of-mind returns, unless required by applicable law.

If the return is due to verified transit damage, a defect, an incorrect item, or another Solorart error, please contact us before returning the item. We will provide return instructions and may cover reasonable authorized return costs or determine that a physical return is not necessary.

5. Inspection and Refunds

Once your returned artwork has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to the original payment method within 5 business days. Depending on your bank, card issuer, PayPal, Shop Pay, or other payment provider, additional processing time may be required before the refund appears in your account.

If more than 10 business days have passed since we confirmed that your refund was issued, please contact us at support@solorart.com.

Returns that do not meet the conditions stated in this policy may be refused or may receive a reduced refund to reflect any loss in value, where permitted by applicable law.

6. Exchanges

Because our artwork is made to order, we do not offer automatic direct exchanges for change-of-mind requests.

If a standard artwork is eligible for return, you may return it under this policy and place a new order. For verified damage, defects, incorrect items, or lost shipments, we may offer a replacement or refund as appropriate.

7. Damaged, Defective, Incorrect, or Lost Orders

Please inspect your order as soon as possible after delivery.

If your order is damaged, defective, incorrect, or materially different from the approved preview, contact us at support@solorart.com as soon as possible—ideally within 48 hours for visible shipping damage.

Please include:

Your order number;
A clear description of the issue;
Photos or videos of the artwork;
Photos of the outer packaging and shipping label; and
Any other information requested by our customer care team.

Please keep all original packaging until our initial review is complete.

The 48-hour notice period helps us preserve carrier claims and does not limit any mandatory rights you may have under applicable law. Once the issue is verified, we will work with you to provide an appropriate solution, which may include a replacement or a full refund.

If a shipment is confirmed lost in transit, we will offer a replacement or a full refund. If tracking shows the package as delivered, we may ask you to check the delivery location and contact the carrier while we investigate the matter.

8. Order Changes and Cancellations

We begin arranging artists and materials shortly after an order is placed. If you need to change or cancel an order, please contact us immediately at support@solorart.com.

Before painting has begun: We may approve a cancellation and issue a full refund.
After painting has begun: The order cannot be canceled due to a change of mind, as artist time and materials have already been committed.

A cancellation request is not effective until Solorart confirms it in writing. If an order change is still possible, we will confirm any additional cost and production time before proceeding.

These restrictions do not apply where Solorart is unable to fulfill the order or where applicable law requires a refund.

9. Incorrect Address, Refused Delivery, and Customs Charges

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned because of an incorrect or incomplete address provided by the customer, repeated failed delivery attempts, refusal of delivery, failure to collect the shipment, or unpaid customs charges, the customer may be responsible for resulting shipping, return, customs, storage, and redelivery costs.

Where permitted by law, these costs may be deducted from any available refund. Customized artwork remains non-returnable for change-of-mind requests.