Exchanges & Returns

Return & Refund Policy – International Orders (via PayPal)

All international orders from this store are securely processed through PayPal, a platform that offers protection for buyers. Therefore, this policy strictly follows the guidelines of the PayPal Buyer Protection Program and applies to all shipments outside Brazil.

✅ First Step: Contact Us

If you identify any issue with your order, please contact us directly before opening a dispute on PayPal. You must send:

• Full name and order number;

• Detailed description of the issue;

• Photos of the artwork and packaging (external and internal, in case of damage or incorrect item);

• Date of receipt.

📧 Email: [email protected] / [email protected]
📞 Phone (Brazil/International WhatsApp): +55 12 99154-4444

📦 Important: Refusing a Damaged Item on Delivery

If the package shows visible damage, tampering, or signs of mishandling, you may refuse the delivery. In that case:

• Photograph and record video of the delivery and packaging conditions;

• Do not open or handle the item after noticing the issue;

• Send the images and videos immediately by email and phone, including the date and time.

Failure to follow these steps may void your eligibility for a refund through PayPal.

🧾 Refund Eligibility (via PayPal)

You may open a PayPal dispute if one of the following situations occurs:

1. Item not received;

2. Item significantly different from description, such as:

   • Damaged artwork;

   • Wrong artwork received;

   • Condition misrepresented (e.g., described as new but delivered used);

   • Missing essential components;

   • Unusable item without prior notice;

3. Unauthorized transaction, caused by fraud or misuse of your payment method.

PayPal will evaluate the case based on documentation and may request a return at the buyer’s expense.

❌ Cases Not Eligible for Refund or Return

Voluntary returns or exchanges are not accepted. These situations are not eligible for cancellation or refund:

• Buyer’s remorse or change of mind;

• Subjective dissatisfaction with colors or style;

• Complaints made outside allowed deadlines;

• Custom or commissioned artwork;

• Complaints about format (e.g., lack of frame or canvas support);

• Damages occurring after delivery.

🖌️ Custom or Commissioned Artwork

Custom or commissioned artworks are created uniquely based on the buyer’s preferences, size, and specifications. For that reason, returns, exchanges, or cancellations are not accepted, even if the artwork has not yet entered production. This policy complies with international trade laws and the PayPal Buyer Protection Program, which excludes custom pieces from refund eligibility. By placing a custom order, the buyer agrees that the artwork is an exclusive creation based on a personal briefing and cannot be resold or reused. The confirmation of the order constitutes full agreement with this clause.

🖼️ Shipping & Assembly

All international artworks are shipped rolled in a cardboard or PVC tube, with protective margins, without frame or canvas support, as clearly stated in each product description. This is done to:

• Ensure safe transportation;

• Comply with international shipping standards.

The artwork is not shipped ready to hang, and this is clearly stated in the store listings. Therefore, refund claims due to lack of frame or support are not accepted.

The buyer is solely responsible for taking the artwork to a trusted framer. The artist is not liable or obligated for any step related to assembly.

🧼 Care & Handling

Care and handling recommendations are provided in each product listing.

After delivery, the buyer assumes full responsibility for the condition and care of the artwork. No guarantees apply after delivery. The artist is not responsible for damage caused by misuse, water, humidity, or accidents.

💰 Customs, Duties & Import Taxes

International orders may be subject to customs duties, import taxes, or additional fees upon arrival in the destination country. These fees:

• Are not included in the artwork price or shipping cost;

• Are the sole responsibility of the buyer;

• Vary according to local laws.

Buyers are encouraged to check with their local customs office before purchasing. The artist does not control or cover these charges.

📌 Final Notes

• By completing the purchase, the buyer agrees to all terms stated above;

• Disputes must follow PayPal’s Buyer Protection procedures and deadlines;

• The artist’s responsibility ends upon successful delivery of the artwork in perfect condition.