Refund policy
Last updated: September 2026
At MontelleArt, every artwork is individually hand-painted. Minor variations in color, texture, and brushwork are natural characteristics of handmade art.
This policy explains the different return conditions for standard, non-customized artworks and customized artworks.
Please review the policy below before placing your order.
30-Day Satisfaction Guarantee
We offer a 30-Day Satisfaction Guarantee starting from the date your order is delivered.
If you are not satisfied with your artwork, please contact our support team and we will review the situation and work with you toward an appropriate solution.
Depending on the situation, we may offer:
• A partial refund
• A full refund when appropriate
Our goal is to ensure every customer has a positive experience with our artwork.
Artwork Preview Before Shipping
Before your painting is shipped, we will send you a preview photo of the completed artwork.
At this stage you may:
• Review the painting
• Request minor adjustments if needed
This process helps ensure the artwork meets your expectations before it leaves our studio.
Once the artwork has been approved and shipped, further adjustments are no longer possible.
Customized & Approved Artwork
Each custom painting from MontelleArt is hand-painted according to the size, colors,subject, composition, or other details confirmed with the customer.
Standard sizes and framing options available on the product page are not considered customization. An artwork is considered customized only when the customer requests a non-standard size, color, subject, composition, or other alteration.
Once the artwork has been:
• reviewed by the customer
• adjusted if requested
• approved for shipment
It becomes a customized and finalized artwork.
Because of the custom nature of the artwork and the preview-and-approval process before shipping, approved custom paintings are not eligible for return due to a change of mind after delivery.
This restriction does not apply if the artwork arrives damaged, incorrect, or materially different from the approved preview.
Handmade Artwork Characteristics
All paintings are hand-painted works of art, and small variations are part of the artistic process.
Minor differences in the following are normal and not considered defects:
• brush strokes
• paint texture
• slight color variations
These characteristics make each painting unique.
Order Cancellations
Standard orders may be canceled within 24 hours of purchase.
Customized orders may be canceled before shipment; however, a US$100 material fee will be deducted from the refund.
Once an order has been shipped, it can no longer be canceled.
To request a cancellation, please contact us as soon as possible.
Damaged or Incorrect Orders
If your artwork arrives damaged, is incorrect, or is materially different from the approved preview, please contact us within 7 days of delivery.
Please include:
- Your order number
- Clear photos of the artwork
- Clear photos of the original packaging
After verification, you may choose between:
- A complimentary replacement; or
- A full refund to your original payment method.
Refund Processing
If a refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear on your statement depending on your payment provider.
Contact Us
If you have any questions about your order or this policy, please contact us:
Email: support@montelleart.com
Our support team will be happy to assist you.