Refund policy
Artistic Quality Commitment
Each AURLONA artwork is painted by hand on canvas. Natural variations in brushwork, color blending, and interpretation give each piece its individual character.
Before dispatch, we send clear photos and videos for your review, make adjustments free of charge based on your feedback, and ship only when you are satisfied.
If the artwork you receive does not match the final version confirmed before shipment, you are eligible for a full refund.
How Your Painting Travels
Every Aurlona canvas is hand-painted our studios around the world. Once complete, it travels to you by DHL, UPS, or FedEx — packed according to the delivery option you've chosen at checkout.
If you've selected framed delivery, your canvas arrives stretched on a wooden frame and travels in a custom wooden box, layered with protective materials. If you've selected rolled delivery, it travels in a specialized art tube, ready for you to stretch and frame in your own way.
The painting takes 3 to 7 working days at the easel. Shipping takes another four to eight working days. 2 to 3 weeks, give or take, from order to wall.
Shipping is free, worldwide.
On Artist Signatures
By default, Aurlona paintings do not feature an artist signature—we prefer the artist-created surface to remain undisturbed. If you would like a signed piece, please mention it at checkout or write to the curator at art@aurlona.com before the painting begins.
Thirty Days to Be Sure
Every Aurlona canvas comes with a 30 day return window from the day it arrives. If the piece isn't the one, we'd rather have it back than have it on the wrong wall.
To begin a return, write to us at returns@aurlona.com .
Return Conditions: The painting must be in its original condition—undamaged and free of any odors. The artwork must still be in its original packaging and in the exact same condition as when it arrived. Once we receive the painting and verify its condition, we will arrange your refund.
Return Shipping: For standard returns not caused by transit damage, the buyer is responsible for the return shipping costs and any customs re-clearance fees.
Returns for Custom/Commissioned Artworks: Unless a piece arrives damaged or significantly deviates from the agreed-upon specifications, custom and commissioned artworks are strictly non-returnable and non-refundable.
How a Return Works
Email returns@aurlona.com first. Items sent back without prior notice cannot be accepted.
We'll reply with the correct return address. Because every canvas is painted in different studios — in the United States, Canada, or Hong Kong — the address depends on where yours was made:
Once you have the address, arrange a courier to collect and ship the piece. The return shipping is yours to arrange and yours to pay — the only exception is a damaged canvas, in which case the shipping is refunded along with the price. Please note that if a customer chooses their own return address rather than our designated studio location, only a 50% refund will be issued upon arrival to cover our internal forwarding and logistics costs.
If Your Painting Arrives Damaged
Please inspect every canvas the moment it arrives. If anything is wrong— damage, defect, or the wrong piece— write to us immediately at returns@aurlona.com.
If the painting was damaged in transit, photograph it from every angle before doing anything else. Send the images alongside your message.
The photographs are essential. They allow us to settle the claim with the carrier and, in turn, refund both the price of the canvas and the return shipping in full. Without them, the claim cannot be made — and the refund cannot be issued.
Cancelling a Custom Commission
Commissioned pieces follow a separate cancellation policy, as each is painted for a specific individual and cannot be resold:
- Cancellation before the canvas is shipped: A 90% refund will be issued; the remaining balance is retained as the artist's cost fee.
- Cancellation after the canvas has shipped: Custom products cannot be resold, so returns and refunds are not accepted once shipped.
- If the canvas arrives damaged: The standard damage policy applies, with a full refund and return.
These cancellation terms apply across all destinations, including the European Union.
What Cannot Be Returned
A small number of pieces are non-returnable:
- Sale items
- Gift cards
No refunds are accepted for shipped custom products
If you're unsure whether your piece falls into one of these categories, write to us before ordering and we'll let you know.
Exchanges
The simplest way to exchange a piece is to return the one you have and place a fresh order for the new one. We'll process the return as soon as it arrives, and your new canvas can begin at the easel straight away.
For European Union Customers
In addition to the thirty-day return policy above, EU law gives you the right to cancel your order within fourteen days of delivery, for any reason and without explanation. The same conditions apply — original packaging, unused condition, and proof of purchase. Return shipping remains on your side unless the canvas arrived damaged.
Custom commissions are excluded from this fourteen-day right and follow the cancellation terms set out above.
Refunds
Once the return arrives, we'll inspect the piece and confirm the refund by email. Approved refunds appear on your original payment method within 10 working days. Your bank or card company may take a few additional days beyond that to process.
If more than 15 working days have passed since approval and you haven't seen the refund, write to us at returns@aurlona.com and we'll trace it.