Returns & refunds

1. Standard artwork: No change-of-mind returns

All standard artwork sales are final for change-of-mind purposes. We do not accept returns or exchanges because you change your mind, prefer a different artwork, or decide the piece does not suit your space.

Please review the artwork’s dimensions, medium, framing, photographs, and condition notes before purchasing. Contact us if you need additional information to help you choose.

This policy does not affect your rights if the artwork arrives damaged or defective, is incorrect, materially differs from its description, or where applicable law requires a return, refund or other remedy. If you experience a problem, contact sales@art-onlinegallery.com with your order number, artwork title, and details of the issue. We will provide instructions for any necessary return.

2. Return location and shipping costs

If a return is necessary because artwork arrived damaged or defective, is incorrect, or materially differs from its description, we will arrange the return and cover reasonable, necessary return shipping and associated customs or clearance charges.

Artwork may need to be returned to South Africa rather than to our Joplin location. We will provide the authorized return address, shipping instructions and any required customs documentation. Please do not ship artwork to our business mailing address or directly to an artist without first contacting us.

Keep the original packaging where possible. We will help arrange suitable protective packaging, tracked shipping and appropriate coverage for the artwork’s value. Do not attempt repairs or alter the artwork before we agree on a solution.

Where a full refund is appropriate, it will include the artwork price, original shipping charge and applicable sales tax. We will not deduct restocking fees, payment processing fees or our original import charges.

If artwork sustains additional damage during a return, we will investigate the circumstances with you and the carrier. This will not automatically invalidate your claim or remove your rights under applicable law.

3. Damaged, incorrect or materially misdescribed artwork

Contact us as soon as possible if your order arrives damaged, is the wrong artwork or materially differs from its description. Reporting within 48 hours helps us investigate promptly, but missing that reporting target does not automatically remove your legal rights.

Please provide your order number and, where reasonably available, photographs of the artwork, packaging and shipping label. Keep the packaging while we arrange a solution. Do not attempt repairs or return the artwork until we give instructions.

We will arrange an appropriate remedy, which may include a repair with your agreement, a replacement if available and acceptable to you, or a refund. A unique artwork will not be replaced with a different piece without your consent. For our error or damage during outbound delivery, we cover necessary return shipping and associated return clearance charges. If a full refund is appropriate, it includes the artwork price, original shipping and associated tax. You do not need to wait for our carrier claim to be paid.

4. Cancellations and unavailable items

Standard artwork orders may be canceled before dispatch for a full refund. Contact us immediately; once shipped, the return process applies.

If an artwork is unavailable or we cannot fulfill your order, we will promptly refund all amounts paid. If dispatch is delayed beyond the promised period, we will offer a revised date and the option to cancel for a full refund, obtain delay consent where required, and refund promptly where required consent is not received.

5. Commissions and customized items

Any restrictions for commissioned artwork, personalization or custom framing will be provided and agreed in writing before purchase. Such restrictions concern change-of-mind returns only and do not remove applicable rights for defective, damaged, incorrect or materially misdescribed items.

6. Refund method and timing

For standard returns, we will inspect the returned artwork and issue an approved refund within 7 business days of receipt and inspection, and in all cases within any applicable legal deadline. We will notify you of the outcome promptly. Refunds for cancellations, unavailable orders or other cases that do not require a return are issued promptly, subject to applicable legal deadlines.

Refunds go to the original payment method. Your bank or payment provider may take additional time to post the credit; contact us if it has not appeared within 10 business days after our refund confirmation. We do not deduct Stripe processing fees from approved refunds. If you paid using a non-USD account, exchange rates and your bank's fees may affect the amount shown in your home currency.

7. Your rights and contact

This policy does not limit mandatory consumer rights or lawful payment-dispute rights. Contact sales@art-onlinegallery.com or 417 560 7731 for assistance.