We are committed to your complete satisfaction with the artwork you receive from Dealstation. Due to the delicate, handcrafted, and often custom nature of our paintings, we have established a comprehensive yet fair return protocol.

1. Return Eligibility & Specific Conditions
An artwork is eligible for return only if it meets ALL the following criteria:

  • The painting must be in its original, pristine condition: unstretched canvases must be unrolled and unframed; stretched canvases must have no punctures, dents, or surface alterations.
  • All original packaging materials—protective foam corners, plastic wraps, rigid art boxes, and certificates of authenticity—must be preserved and returned.
  • The return request must be formally initiated within 21 calendar days of the confirmed delivery date.
  • A Return Authorization Number (RAN) must be issued by our customer service team. Returns shipped without an RAN will be refused at our receiving warehouse.
  • The artwork must not be a commissioned piece, a custom size variation, or a work created from specific client-provided references.

Items categorically ineligible for return:

  • Custom, commissioned, or personalized paintings.
  • Artworks that have been locally framed, varnished, or otherwise altered after delivery.
  • Items clearly marked as “Final Sale,” “Gallery Clearance,” or “Artist Proof.”
  • Paintings where the original, specialized packaging has been damaged or discarded, compromising safe return shipment.
  • Digital art files or print-on-demand products.

2. Detailed Return Procedure
Step 1: Initiation & Visual Documentation

  • Email 3899448161@qq.com with your order number and a written explanation for the return.
  • You must attach comprehensive photographs: the full front of the artwork, the back (showing stretcher bars if applicable), all four edges, any area of concern, and the original packaging.
  • Our art advisory team will assess your request within 3-5 business days. If approved, you will receive an RAN and detailed, step-by-step repacking instructions tailored to your specific artwork.

Step 2: Professional-Grade Repacking (Customer Responsibility)

  • You are required to repack the artwork identically to how it arrived, using all original protective materials. Our instructions are mandatory for damage prevention.
  • For stretched canvases: protective corner guards must be reattached, the surface covered with facing paper, and the piece wrapped in multiple layers of bubble wrap.
  • Write the RAN clearly on at least two sides of the external shipping box.

Step 3: Secured & Insured Return Shipment

  • You must ship via a carrier that provides full-value insurance and trackable, door-to-door service (e.g., FedEx, DHL, or UPS for international returns).
  • Immediately email the tracking number, insurance certificate, and shipping receipt to 3899448161@qq.com.
  • Dealstation assumes zero liability for artworks damaged, lost, or delayed during the return transit. The risk and responsibility for safe return lie entirely with the customer.

3. Refund Calculation, Fees, & Processing Timeline

  • Upon receipt, our quality control team will conduct a meticulous inspection, which may take 7-10 business days.
  • If the artwork passes inspection in its original saleable condition, a refund will be issued to the original payment method within 10-15 business days of receipt.
  • A 25% restocking and inspection fee will be deducted from the item’s purchase price. This covers administrative costs, specialized handling, and the devaluation of a once-shipped original artwork.
  • The original outbound shipping cost is non-refundable.
  • The customer bears all costs associated with the return shipment, including insurance, customs export fees (if any), and brokerage charges.

4. Exchange Policy
Exchanges are extremely limited and only authorized for:

  • Artworks that arrive with objectively verifiable damage attributable to our packing or the carrier (see Section 6).
  • Cases where we shipped an entirely different painting than what was ordered.

Exchanges for aesthetic reasons (color, style, size preference) are not permitted. The customer must follow the return process and place a new order.

5. Final Sale & Commissioned Works
Items marked “Final Sale” and all commissioned works are considered final purchases. No returns, refunds, or exchanges are offered unless the item arrives materially different from its described and pictured state.

6. Procedure for Damaged or Incorrect Items
If your painting arrives damaged or is not what you ordered:

  • Notify us by email within 72 hours of delivery. Timeliness is critical for carrier claims.
  • Send an email to 3899448161@qq.com with the subject line “DAMAGED ART – Order #[Number]”.
  • Attach multiple high-resolution photographs and a short video showing: the damage in context, close-ups of the defect, all angles of the packaging (interior and exterior), and the shipping label.
  • Do not dispose of any packaging materials. We may require them for a carrier claim.
  • After review, we will instruct you on the next steps, which may involve a third-party inspection. If the fault is ours, we will provide a prepaid, insured return label and prioritize a replacement or full refund.

7. Contact Information
For all return-related communications:

  • Exclusive Email: 3899448161@qq.com
  • Phone Advisory: +86 18337735222 (Operational: Monday–Friday, 10 AM–5 PM China Standard Time)
  • Returns & Inspection Facility: Room 501, Building B, Jianye Triumph Plaza, Wanda Fang, Intersection of South Kongming Road and Guandimiao Road, Wancheng District, Nanyang City, Henan Province, China

Please anticipate a 2-3 business day response time for initial email inquiries.