Returns & Refunds
Refund & Returns Policy – Aura & Canvas
At Aura & Canvas, we want you to feel confident when purchasing original artwork from our studio. Every painting is carefully prepared, inspected, and packaged before shipment.
Please read the following policy carefully. It explains our return, refund, damage, and exchange procedures.
1. 30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your artwork to request a return.
To be eligible for a return, the artwork must be:
- In the same condition in which you received it
- Unused and undamaged
- In its original packaging
- Accompanied by your receipt or other proof of purchase
Please contact us before sending anything back. Returns sent without prior authorization may not be accepted.
2. How to Request a Return
To request a return, please contact:
Please include your order number, the reason for the return, and any relevant photographs or information that may help us evaluate your request.
If your return is approved, we will provide you with instructions regarding where and how to return the artwork.
3. Damaged Artwork
Please inspect your artwork carefully as soon as it arrives.
If your painting has been damaged during transportation, please contact us as soon as possible with photographs of:
- The artwork
- The packaging
- The shipping label
- Any visible damage
We will review the situation and work with you toward an appropriate resolution.
We also offer refunds or other appropriate solutions for damage that occurred during transportation or resulted from an issue attributable to Aura & Canvas before shipment.
Important
Please keep the original packaging and shipping materials until the matter has been resolved, as they may be required when investigating a transportation-related damage claim.
4. Incorrect Item
If you receive an artwork that is different from the one you ordered, please contact us immediately.
Send us your order number and photographs of the artwork received, and we will review the issue and help arrange the appropriate solution.
5. Damage Caused After Delivery
We cannot provide refunds for damage caused by the customer after delivery, including damage resulting from improper handling, installation, storage, or other actions outside our control.
Original artwork should always be handled carefully.
If you need assistance with handling or displaying your painting, please contact Aura & Canvas before taking any action that could potentially damage the artwork. We will be happy to provide guidance where possible.
6. Non-Returnable Items
Certain items may not be eligible for return, including:
- Sale items, where applicable
- Gift cards
- Artwork damaged after delivery due to customer handling
- Items that are returned without prior authorization
- Items that are not returned in their original condition or packaging
If you are unsure whether your specific artwork qualifies for a return, please contact us before shipping it back.
7. Exchanges
If you would like a different artwork, the simplest option is generally to return the original item, subject to our return policy, and then place a new order for the artwork you would prefer.
A new purchase is treated as a separate transaction.
8. European Union – 14-Day Right of Withdrawal
For customers purchasing within the European Union, statutory consumer rights may provide a 14-day right of withdrawal for eligible distance purchases, subject to applicable exceptions and requirements.
Where the right of withdrawal applies, you may withdraw from your purchase within the applicable period without providing a reason.
The artwork must be returned in accordance with applicable requirements and should be handled carefully.
Important: Consumer rights can vary depending on the nature of the artwork, how it was produced, and whether it was made according to the customer's specifications. Nothing in this policy is intended to limit any mandatory consumer rights that apply under applicable law.
9. Refunds
Once we receive your returned artwork, we will inspect it and notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for Aura & Canvas to process an approved refund. Your bank or credit card provider may require additional time to post the funds to your account.
If you have not received your refund after the applicable processing period, please contact us.
10. Return Shipping
Return shipping arrangements and costs may depend on the reason for the return and the applicable consumer protection rules.
If the artwork was damaged during transportation or you received an incorrect item, please contact us before returning the artwork so we can provide the appropriate instructions.
For other returns, please contact us for information regarding the applicable return shipping requirements.
11. Important Care Instructions
Original paintings require careful handling. To reduce the risk of damage:
- Handle the artwork with clean hands.
- Avoid placing pressure directly on painted surfaces.
- Keep the artwork away from excessive moisture.
- Avoid prolonged exposure to direct sunlight.
- Use appropriate hanging equipment.
- Seek professional assistance when necessary.
If you are unsure how to handle or display your artwork, please contact us before proceeding.
Contact Aura & Canvas
If you have questions about a return, refund, damaged artwork, exchange, or your specific order, please contact us:
Email: returns@auracanvas.com
You may also contact us through the live chat available on the Aura & Canvas website.
We will do our best to respond as quickly as possible and help resolve your request.
Thank you for choosing Aura & Canvas and for supporting original artwork.
Philippe Fern
Aura & Canvas