Return and Replacement Guidelines
Paintings - All original artwork is checked by Artoreal against our curation and quality standards to ensure that it closely resembles the image. Therefore, we do not take returns for image variations. However, if the artwork reached the buyer in the damaged form, please get in touch with us within 48 hours of delivery and send a picture of the damaged artwork. We would investigate the issue, and if the Painting is determined to have been damaged in transit, you would get a full refund of the artwork cost paid by you.
Photographs - Artoreal checks every print to ensure it closely resembles the online image. However, due to digital printing, there can be small variations that are beyond our control. Therefore, we do not accept returns for image differences. Replacements would be considered for artworks damaged in transit. Please get in touch with us within 48 hours of delivery and send a picture of the damaged artwork. If the artwork is determined to have been damaged in transit, Artoreal would consider replacement of the artwork.
(Note: Artoreal shall consider each incident on case to case basis. It is our policy that in the event of a disagreement, Artoreal holds the right to make the final call on all returns. We would not be able to process any returns if it is not reported within the stipulated time period.)
Returns may be accepted in following cases:
Scenario 1: Transit Damage
- In case of a Photograph, Buyer shall get replacement for the ordered artwork if the artwork is determined to have been damaged in transit.
- In case of a Painting, Buyer shall get refund for the artwork cost paid by you if the artwork is determined to have been damaged in transit, subject to the actual verification. As each Painting is an original that cannot be reproduced, a replacement is not possible.
- Transit Damage shall be reported to Artoreal at Contact Us, with pictures of the damaged artwork, within 48 hours of delivery. Upon expiry of 48 hours, no request for replacement or refund shall be entertained. The case shall proceed only upon the Buyer sending these images within the stipulated time.
- Where possible, the Buyer should also notify the courier company about the damage at the time of delivery and mention in the Proof of Delivery (POD) document that the shipment is damaged. This helps us recover the loss from our logistics partner, but is not a condition of your claim.
- Where the artwork is to be returned, Artoreal shall arrange to pick it up through its logistics partner. The Buyer is requested to pack the item as per its original packaging along with accessories, if any, to ensure no further damage is caused to the artwork.
Note - Depending on the extent of damage and the cost involved in retrieval, Artoreal may decide not to collect the artwork. In that case Artoreal shall inform the Buyer, and the Buyer may keep the artwork at no cost. Your replacement or refund is not affected by this decision, and the Buyer is not required to return or dispose of the artwork.
Scenario 2: Non-Delivery
- The Buyer is entitled to full refund if Artoreal fails to deliver the artwork to the Buyer for reasons other than Buyer's unavailability to receive the artwork or Buyers non-cooperation resulting in Non-Delivery.
- Once the refund is approved, it typically takes 3 to 5 working days to reach you, subject to your bank's processing time.
- If the Non-Delivery of artwork happens due to unavailability of the Buyer at the mentioned address, or non-cooperation from Buyer, the delivery shall be re-attempted. If the artwork is still not delivered, the artwork shall be returned by the logistics partner to Artoreal, and intimation of non-delivery will be given to the Buyer. In no case shall there be a refund for Non-Delivery due to Buyer's unavailability at the mentioned address or non-cooperation.
- In the above case, the Buyer would have to bear additional shipping cost for having the artwork re-delivered at his/her address from the Artoreal warehouse and the request for re delivery shall be made no later than 7 days from the date of intimation of non-delivery by Artoreal.
Scenario 3: Artwork Not As Ordered
- Every artwork is checked against Artoreal's curation and quality standards before dispatch. However, in case a wrong artwork is delivered inadvertently, Artoreal shall arrange to deliver the right artwork upon return of the artwork delivered inadvertently. No refunds shall be made in such case. The artwork returned by the Buyer shall be returned in original condition without any damage.
Last updated: 23 June 2026