Refund policy

Return and Refund Policy — Myoilarts (Last Updated: August 19, 2026)

1. Core Principle

Myoilarts offers three categories of products:

  • Custom Hand-Painted Oil Paintings: 100% hand-painted bespoke pet portrait commissions — not prints or machine-reproduced artwork.
  • Paint-by-Numbers DIY Kits (Standard): Ready-made numbered canvas kits with paints and brushes for self-completion.
  • Paint-by-Numbers DIY Kits (Custom): Personalized kits created from a customer-provided photo, converted into a custom numbered canvas with matching paints and brushes.

Each product category has distinct return and refund terms as outlined below.

2. EU Consumer Rights — Right of Withdrawal

In accordance with the EU Consumer Rights Directive (2011/83/EU), consumers within the European Union have the right to withdraw from a contract within 14 days without giving any reason.

However, the right of withdrawal does not apply to:

  • Goods made to the consumer's specifications or clearly personalized (Article 16(c))
  • All custom hand-painted pet portraits, photo-to-painting commissions, size/color/composition-modified paintings, and custom paint-by-numbers kits produced from customer-provided photos fall under this exemption.

By placing a custom order, you acknowledge and agree that your order is personalized and therefore exempt from the standard 14-day withdrawal right. You will be informed of this exemption at checkout.

3. Order Cancellation (Before Shipment)

3.1 Within 24 hours of order placement (before production starts) Full cancellation with 100% refund to your original payment method within 3–7 business days. Applies to all product categories.

3.2 Custom Hand-Painted Oil Paintings — After production commences Once our artists begin your painting (confirmed by progress photos sent to you), cancellation is not available. If cancellation is requested, a 50% deduction applies to cover labor and material costs; the remaining balance will be refunded.

3.3 Custom Paint-by-Numbers DIY Kits — After production commences Once your custom canvas has entered production (confirmed by order confirmation email), cancellation is not available. The personalized nature of the product means production costs are incurred immediately upon commencement.

3.4 Standard Paint-by-Numbers DIY Kits — After shipment Cancellation is not available once shipped. Please refer to Section 4.3 for return eligibility.

3.5 Custom products — After shipment Cancellation is not available. Please refer to the relevant section in Section 4 for applicable remedies.

4. Returns & Refunds After Delivery

4.1 Custom Hand-Painted Oil Paintings — Final Sale (Non-returnable)

The following are not eligible for return or refund:

  • All custom personalized portrait paintings and photo-to-oil commissions
  • Paintings with custom size, frame, color, or composition modifications
  • Clearance or discounted limited artworks

These items are exclusively made to your specifications, are non-resalable, and are exempt from return rights under EU law (Article 16(c), Consumer Rights Directive 2011/83/EU).

4.2 Ready-Made Stock Paintings — 30-Day Return Window

Non-custom, ready-to-ship stock paintings may be returned within 30 calendar days of delivery, provided:

  • The painting is undamaged (no scratches, paint peeling, or dirt)
  • Returned in original protective tube/packaging
  • Buyer bears all return shipping costs, customs duties, and logistics fees
  • Return tracking number emailed to us before dispatch

Upon receipt and inspection, a full refund (product amount only; original shipping fee excluded) will be processed within 5 business days.

4.3 Standard Paint-by-Numbers DIY Kits — 14-Day Return Window

Standard (non-custom) DIY kits may be returned within 14 calendar days of delivery, provided:

  • The kit is unopened and unused (paints, brushes, and canvas all sealed)
  • Original packaging is intact
  • Buyer bears all return shipping costs
  • Return tracking number emailed to myoilarts@gmail.com before dispatch

Not eligible for return:

  • Opened or used kits (for hygiene and product integrity reasons)
  • Canvases on which painting has commenced
  • Damage resulting from customer mishandling (e.g., dried paints due to improper storage)

Upon receipt and inspection, a refund of the product amount (excluding original shipping fee) will be processed within 5 business days.

4.4 Custom Paint-by-Numbers DIY Kits — Final Sale (Non-returnable)

Custom paint-by-numbers kits are produced from customer-provided photos and are personalized products. As such:

  • They are not eligible for return or refund once production has commenced
  • They are exempt from the EU 14-day withdrawal right under Article 16(c) of the Consumer Rights Directive 2011/83/EU
  • Once painting has commenced, no return requests will be accepted

5. Damaged, Defective, or Incorrect Items (Our Responsibility)

If any product arrives damaged, defective, or incorrect due to our error, please follow the steps below within 48 hours of delivery:

  1. Take clear photos/videos of the outer packaging and the product
  2. Email evidence to myoilarts@gmail.com with your order number

For Custom Hand-Painted Oil Paintings, this includes: damaged canvas, deformed frame, or incorrect subject matter.

For Paint-by-Numbers DIY Kits (Standard or Custom), this includes:

  • Missing or incorrect paint colors
  • Insufficient paint quantities
  • Canvas printing errors (number-to-color mismatch, or custom canvas not matching provided photo)
  • Damage caused by transit

We will offer your choice of:

  • Option A: Free re-production and reshipment of a replacement
  • Option B: Full refund of the entire order — no return required

This remedy is provided in addition to, and does not limit, any statutory rights you may have under applicable law, including EU consumer protection legislation.

6. Product Disclaimers

6.1 Hand-Painted Oil Paintings

  • Minor variations in brushstroke, texture, and color depth compared to the reference photo are natural characteristics of handmade oil painting and do not constitute defects
  • Color differences caused by screen/monitor calibration are not quality issues
  • All items are 100% hand-painted — no prints, no digital reproduction

6.2 Paint-by-Numbers DIY Kits

  • Finished results will vary based on individual technique and skill level; this is a natural characteristic of DIY art and does not constitute a quality defect
  • Paint colors may vary slightly from screen display due to monitor calibration
  • We recommend working in a well-lit environment and sealing paints between sessions to prevent drying

7. Refund Processing Time

Once a refund is approved, funds will be returned to your original payment method within 3–7 business days. Actual arrival time depends on your bank or payment provider.

8. Contact Us

Your order number is required for all return, cancellation, and refund requests.

📧 myoilarts@gmail.com

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at the above address.