Returns & Exchanges

Collecting art should feel considered, personal, and reassuring. At Avoryne, we want you to feel confident about the artwork you welcome into your home. The guidance below explains our quality commitment, the returns process, and the conditions that apply to custom commissions.

Our Artwork Quality Promise

Avoryne paintings are made by hand from original designs. Materials vary by artwork; contact us before ordering to confirm a particular medium or finish. Individual brushstrokes, subtle tonal shifts, and the artist’s touch are natural qualities of a hand-painted piece.

We work from the agreed composition and welcome your feedback as the painting develops. Your artist can refine the colors, brushwork, or other details before dispatch, helping the finished piece reflect the artwork you have approved.

If the artwork delivered to you does not match the painting confirmed with you before shipment, you are entitled to a full refund.

Shipping Damage Protection

If your painting is damaged during delivery, Avoryne will arrange a replacement at no cost or a full refund.

Please contact our team promptly with clear photographs of the artwork and its packaging so we can review the damage and help resolve it.

Custom Artwork Policy

Paintings commissioned in custom colors or sizes cannot be returned after delivery because of a change of mind.
Cancellation of a custom artwork before shipment is subject to a US$100 material fee.

These pieces are made specifically for your project and cannot be resold as standard artworks. This change-of-mind exclusion does not remove the quality and shipping-damage protections described above.

30-Day Return Guarantee

For eligible, non-custom artworks, you may request a return for any reason within 30 days of delivery. If you notice a quality problem or transit damage, contact us promptly so we can review the issue and arrange the appropriate replacement or refund.

Important Return Conditions

Submit your return request within 30 days of receiving the artwork.
After the request is approved, return the artwork within 14 days.
The artwork must be in its original condition and securely protected for transit, preferably using its original packaging.

Where should I return my artwork?

Artwork must be returned to its original dispatch location in the United States or Hong Kong. Before sending anything back, email order@avoryneart.com with your order number. Our team will confirm the correct return address and instructions for your artwork. Please do not use our public contact address as a return address unless our team has confirmed it for your order.

Changed Your Mind?

If an eligible artwork does not suit your space, style, or preferred scale, you may request a return within 30 days of delivery. You are responsible for the return shipping cost. Once we receive the artwork and confirm that it is in its original condition, we will promptly issue a full refund.

Custom Artwork Exchanges

Artworks commissioned in custom colors or sizes cannot be exchanged because of a change of mind. This restriction does not remove the quality and shipping-damage protections above, including a replacement at no cost or a refund where applicable.

Exchanges

We accept exchanges for eligible, non-custom artworks. To request an exchange, contact order@avoryneart.com with your order number before sending the artwork back. Our team will confirm the return instructions and the arrangements for your replacement artwork.

Refund Processing

Once we receive your returned artwork and confirm that it meets our return conditions, we will issue your refund within 1 business day. Your bank or payment provider may take additional time to post the refund to your account.

Please pack the painting carefully to protect the canvas, corners, and frame throughout its return journey.

After-Sales Support
To request a return or ask about a replacement, email order@avoryneart.com and include the order number from your Avoryne confirmation. Our team will review your request and provide the relevant return instructions.

For custom sizes, colors, or commissioned paintings, contact our art advisory team at info@avoryneart.com.

You can also reach us through our Contact Us page.

Standard non-custom artworks can be cancelled before shipment for a full refund. This applies even if painting has already begun. There is no production fee. Email order@avoryneart.com with your order number to request cancellation. Custom artworks remain subject to the USD 100 material fee described above. After dispatch an eligible standard artwork must follow our return process.