Refund Policy

Returns

We want you to feel confident about choosing artwork for your space. If your purchase is not the right fit, you may request a return within 14 days of receiving it, subject to the conditions below.

The artwork and any included frame must be returned in their original condition, without damage or alterations. Please retain the original protective packaging where possible and provide your order number or proof of purchase.

To request a return, email hello@yeiateliery.com with your order number and details of the artwork you wish to return.

Please contact us before sending anything back so we can provide return instructions and confirm the full delivery address. This does not limit your statutory cancellation or return rights.

Return Location

Returns are sent to Guangzhou, China, in the following area:

Xinghai Park, Panyu District, Guangzhou, Guangdong, China

This is a location reference, not a complete shipping address. Before posting your return, please contact us for the complete delivery address, recipient name and telephone number.

Return Shipping and Fees

For change-of-mind returns, customers are responsible for arranging and paying for return shipping to Guangzhou, China. We do not provide prepaid return labels for these returns.

Please pack the artwork securely to protect the painting and frame during transit. We recommend a tracked shipping service and appropriate shipping insurance.

We do not charge a restocking fee.

If your artwork arrives damaged, defective or incorrect, please contact us before arranging return shipping. We will provide instructions and cover reasonable return shipping costs where the issue is our responsibility.

Damaged, Defective or Incorrect Items

Please inspect your artwork upon delivery. If it arrives damaged, defective or different from your order, email hello@yeiateliery.com as soon as possible.

Please include your order number and, where possible, photographs of the artwork, packaging and shipping label. Keep the packaging while we assess the issue.

We will work with you to arrange an appropriate resolution, which may include a return, refund or replacement where available. Original artworks are one of a kind, so an identical replacement may not be possible.

Custom and Personalised Orders

Commissioned artworks and items made to your individual specifications are generally not eligible for change-of-mind returns, except where required by applicable law.

This does not affect your rights if an item is damaged, defective or not as described.

Exchanges

If you would prefer a different artwork, we are happy to help you explore available pieces.

We do not offer direct exchanges. Instead, you may request a return within the applicable return period and place a separate order for another artwork. The return conditions and shipping costs described above apply.

Refunds

We will notify you after receiving and inspecting your return and confirm whether your refund has been approved.

If approved, we will process your refund to your original payment method within 10 calendar days, including weekends and public holidays. Your bank or payment provider may require additional time to display the funds in your account.

Original delivery charges will be refunded where required by applicable law.

If more than 15 calendar days have passed since your refund was approved and you have not received it, please contact hello@yeiateliery.com so we can check its status.

Any shorter refund deadlines required by applicable law take precedence over the processing period above.

European Union Customers

Where EU consumer cancellation rights apply, you may cancel your purchase within 14 days of delivery without giving a reason, subject to applicable exceptions, including goods made to your specifications or clearly personalised.

Please notify us by email within this period. You must then send the goods back within 14 days of notifying us of your cancellation.

For change-of-mind returns, you are responsible for the direct cost of returning the goods.

We will reimburse payments without undue delay and within 14 days of being informed of your cancellation, subject to the right to withhold reimbursement described below. This includes standard outbound delivery charges, but not additional charges for an upgraded delivery service.

We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.

Nothing in this policy limits your statutory consumer rights.

Contact

For return or refund questions, please email hello@yeiateliery.com.