Returns and Refunds Policy
At Vanlea Art, we are committed to providing you with hand-painted masterpieces that reflect the highest standards of artistic integrity. Our studio in Hong Kong takes pride in every stroke, ensuring that each bespoke oil commission lives up to your legacy. This policy outlines our procedures for returns and refunds, specifically tailored to the unique nature of fine art and custom commissions.
01. Eligibility for Returns
Standard collection items (non-customized prints or pre-painted original works) may be returned within 14 days of receipt. To be eligible, the artwork must be in its original condition, unused, and in its original premium packaging. Any item not in its original condition, is damaged, or missing parts for reasons not due to our error will not be accepted for return.
02. Custom Commissions & Non-Returnable Items
Please note that custom oil portrait commissions and bespoke artworks are non-returnable and non-refundable once the final high-resolution preview has been approved by the client and the painting has been varnished. As these are highly personalized artistic creations based on your specific imagery, they cannot be resold. However, we provide a preview stage during the process to ensure 100% satisfaction before shipment.
03. Damaged or Defective on Arrival
If your artwork arrives damaged due to transit, please notify us within 48 hours of delivery. We require high-quality photographic evidence of both the damaged packaging and the artwork itself. For confirmed transit damage, we will prioritize a professional restoration or a complete re-painting of the commission at no additional cost to you.
04. Returns Process
To initiate a return for eligible items, please email our concierge at contact@vanlea.art with your order number and reason for return. Once authorized, you will receive instructions on how to ship the item back to our Hong Kong studio. Please ensure the artwork is professionally packed; we are not responsible for damage occurring during the return shipping process.
05. Refunds Handling
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed via the original method of payment within 7–10 business days. Please note that banks and credit card companies may require additional time to post the transaction to your account.
06. Shipping Costs
Except in cases of transit damage or error on our part, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable. For international returns, any customs duties or taxes incurred during the return will be deducted from your final refund amount.
07. Contact Information
For any questions regarding our Returns and Refunds Policy, please contact us at:
Vanlea Art Studio Hong Kong
Email: contact@vanlea.art
Inquiry: +852 [Studio Number]
Artistic Integrity Hotline: available 9 AM - 6 PM HKT
Eligibility for Returns
At Vanlea Art, we maintain a high standard of quality for every piece that leaves our studio. For standard, non-customized artworks and products, we offer a 14-day return window from the date of delivery. To be eligible for a return, the following conditions must be met:
- Items must be in their original, unused condition, free from any damage or alteration.
- All original packaging, including protective corners, wrapping, and certificates of authenticity, must be intact and included.
- A valid proof of purchase or order confirmation must be provided with the return request.
- The return request must be initiated within 14 calendar days of the tracked delivery date.
Please note that eligibility is strictly audited upon receipt at our Hong Kong studio to ensure the artwork remains in gallery-standard condition.
Non-Returnable Items & Custom Commissions
Due to the highly bespoke and technical nature of our work, certain categories of items are strictly non-returnable and non-refundable. At Vanlea Art, each custom oil commission and personalized portrait is a unique labor of mastery, hand-crafted specifically for your legacy.
Custom Oil Commissions: Any artwork created based on your specific reference photos, individual direction, or custom sizing is considered a final sale. Once the painting process has commenced, these pieces cannot be returned or exchanged.
Personalized Services: Consultation fees and digital mock-up services are non-refundable as they represent the creative time and expertise of our art consultants and master painters.
Final Sale Artworks: Specific original pieces marked as 'Final Sale' or 'Gallery Clearance' at the time of purchase are ineligible for return. We encourage all patrons to review high-resolution previews and consult with our studio experts prior to the finalization of any bespoke order to ensure complete alignment with your vision.
Returns Process
Step 01: Initiation
Contact our Hong Kong studio at support@vanlea.art within 7 days of receiving your order. Please include your order number, clear photographs of the item, and a brief explanation of the reason for the return request.
Step 02: Authorization
Once your request is reviewed and eligibility is confirmed, you will receive a Return Merchandise Authorization (RMA) email. This document will contain detailed instructions and the specific return address for our quality control department.
Step 03: Secure Packing
Carefully repack the artwork in its original protective packaging, ensuring that all corners are shielded. The artwork must be in its original condition; any damage incurred during the return transit due to insufficient packing will invalidate the refund.
Step 04: Shipping & Inspection
Ship the item using a trackable and insured courier service. Upon arrival at our studio, our master artists will inspect the piece. Approved returns will be processed for a refund or studio credit within 10 business days.
Refunds & Processing
Once your returned item or cancellation request for a non-custom piece is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed immediately.
Timeline: Please allow 7-10 business days for the credit to appear on your bank statement or credit card. Processing times may vary depending on your financial institution and local banking regulations in Hong Kong or your respective country.
Method: All refunds are issued exclusively to the original payment method used at the time of purchase. For custom commissions, please note that the initial 50% deposit is non-refundable once work has commenced, as outlined in our terms of service.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please reach out to our studio directly.
Exchanges
At Vanlea Art, each commissioned oil painting is a unique, bespoke creation tailored specifically to your requirements. Consequently, we do not offer exchanges for different subjects, sizes, or styles once a commission has been approved and finalized.
Exchanges are only permitted in the exceptional case of an identical item (such as a limited edition print or studio accessory) being delivered with a verifiable manufacturing defect or damage sustained during initial transit. We do not offer store credit or alternative exchanges for custom works of art once the painting process has commenced.
Damaged or Defective Items
We take immense pride in the craftsmanship of our bespoke oil paintings. However, if your artwork arrives damaged or defective, please notify us within 48 hours of delivery. To initiate a claim, email us at studio@vanlea.art with your order number and clear, high-resolution photographs of both the damaged packaging and the affected area of the canvas. This is critical for our Hong Kong studio review process.
Upon evaluation, our master artists will determine the most appropriate resolution, which may include professional repair by our conservation team or a full replacement of the artwork. Please note that as each piece is a unique, hand-painted commission, slight variations in brushwork or texture are characteristic of original art and are not considered defects. We are committed to ensuring your masterpiece arrives in the pristine condition intended.
Shipping Costs for Returns
At Vanlea Art, we strive for perfection in every bespoke commission. Please note that customers are responsible for all shipping costs associated with returning or exchanging an item. We strongly recommend using a trackable shipping service and purchasing shipping insurance for the full value of the artwork, as we cannot guarantee receipt of your returned item. Original shipping costs paid at the time of purchase are non-refundable. If a refund is processed, the cost of return shipping will not be included in your reimbursement. Vanlea Art will only cover return shipping costs in the rare event that an item is confirmed as damaged upon arrival or defective due to our error.
Consultation & Support
Our studio is committed to ensuring your complete satisfaction with your custom masterpiece. If you have any questions regarding your commission, the returns process, or our refund policies, please reach out to our team in Hong Kong.
studio@vanlea.art
Vanlea Art Studio | Central, Hong Kong S.A.R.