Collection: Return and Exchange Policy
Return and Exchange Policy for Soul Art Gallery Paintings
Thank you for purchasing from us! We want you to love your artwork, but we understand that sometimes things don't work out. To ensure a smooth process while covering our costs (including the $500 per painting we absorb for initial free shipping), we've designed this policy to be fair and straightforward. Please read it carefully before buying.
1. **Eligibility for Returns or Exchanges**
- Returns or exchanges are accepted within **14 days** of delivery for any reason (e.g., change of mind, damage, or defect). After 14 days, all sales are final.
- The painting must be in its original condition: undamaged, unused, and in the original packaging. We inspect all returned items upon receipt.
- Custom or personalized paintings are non-returnable and non-exchangeable, as they are made specifically for you.
- Proof of purchase (e.g., order number or receipt) is required for all requests.
2. **Return Process**
- **Customer Responsibility**: You (the buyer) are responsible for return shipping costs and must use a trackable, insured method (e.g., UPS, FedEx) to ship the painting back to us. We recommend insuring for the full value to protect against loss or damage in transit.
- **Refund Details**: Upon receiving and inspecting the returned painting, we'll issue a full refund for the purchase price (excluding any original shipping we covered). Refunds are processed to your original payment method within 5-7 business days.
- **No Free Return Shipping**: Since we offer free outbound shipping, we do not provide prepaid return labels or cover return shipping fees. This helps us avoid additional losses on shipping.
- **Damaged or Defective Items**: If the painting arrives damaged due to shipping, contact us within 48 hours of delivery with photos. We'll guide you through the return, and in verified cases, we'll reimburse reasonable return shipping costs up to $500 (upon receipt of proof).
3. **Exchange Process**
- Exchanges are treated similarly to returns: You return the original painting at your expense, and we'll ship the new one for free (matching our standard shipping policy).
- If the exchange is due to our error (e.g., wrong item sent), we'll cover return shipping and send the replacement at no cost to you.
- For size, style, or preference changes: A **$100 restocking fee** applies to cover handling and partial shipping recovery. This fee is deducted from your refund if the exchange involves a price difference.
- Availability: Exchanges depend on stock. If the desired item is unavailable, we'll issue a refund instead.
4. **Restocking Fee**
- A **15% restocking fee** (minimum $50) applies to all non-defective returns or exchanges to offset our processing, inspection, and repackaging costs. This is deducted from your refund.
5. **Shipping and Handling Notes**
- All initial shipments are free, but we absorb significant costs ($500 per painting). To protect our business, we cannot offer free returns or multiple free exchanges, as this would lead to unsustainable losses.
- International buyers: You're responsible for any customs fees, duties, or additional shipping costs on returns/exchanges.
- We reserve the right to refuse returns/exchanges if the item shows signs of wear, damage from improper handling, or if this policy is abused.
6. **How to Initiate a Return or Exchange**
- Email us at mariyanamiletsova@gmail.com or use our website contact form with your order details, reason, and photos if applicable.
- We'll provide return instructions and an RMA (Return Merchandise Authorization) number, which must be included on the package.
- Ship to: 3261 Leaf Land Dr, Duluth, GA 30097.
This policy balances customer satisfaction with our need to stay profitable. If you have questions, feel free to reach out before purchasing. We're here to help make your art experience great!