Refund Policy
Returns & Refunds
AESOS ART STUDIO offers the following return policy for standard catalogue artworks and separately agreed custom commissions.
Policy updated: 20 October 2026. These updated commercial terms apply to orders placed from this date after this policy is published. Orders placed before this update keep the return terms offered at the time of purchase. Your applicable statutory consumer rights remain unaffected.
30-day returns for standard catalogue artworks
You may request a change-of-mind return within 30 days after your standard catalogue artwork is delivered. Choosing a listed size or frame, or having a catalogue artwork hand-painted to order, does not by itself make the order a special custom commission.
For a change-of-mind return, please keep the artwork unused and in its original condition and package it securely. Original packaging is helpful, but equivalent protective packaging may be used. These conditions do not remove any applicable statutory right to inspect the artwork or seek a remedy for a fault.
Return shipping and fees
For a change-of-mind return, you are responsible for the return shipping cost and a fixed USD 100 material/restocking fee. This commercial fee does not apply to eligible claims involving damage, a fault, an incorrectly supplied artwork, or a significant difference from the artwork or individually agreed specifications you approved. It does not apply where prohibited by applicable law.
If the artwork is damaged, faulty or incorrectly supplied, AESOS ART STUDIO will cover the related return shipping and costs of resolving the issue. For an eligible return, we will provide a prepaid return shipping label and return instructions. We will review the problem with you and arrange an appropriate repair, replacement or refund, taking account of your applicable consumer rights.
Special custom commissions
A special custom commission means an artwork with individually agreed changes to dimensions, colours, subject or composition beyond the standard options listed in our catalogue. Once you have approved the special custom commission, it is not eligible for a change-of-mind return or refund.
This exception does not exclude after-sales assistance for damage, faults, an incorrectly supplied artwork or an artwork that does not match the individually agreed specifications. Applicable statutory rights remain unaffected.
Order cancellations
Requests to cancel an order under our commercial cancellation policy must be made within 48 hours after the order is placed. Contact us using the email below. This does not limit any cancellation or refund rights you have under applicable law and does not introduce a cancellation fee.
How to request a return or report a problem
Email linhx7086@gmail.com with your order number, name and reason for the return, or a description of the issue.
If your artwork arrives damaged or faulty, please contact us within 48 hours of delivery where possible so we can promptly investigate shipping and insurance claims. Retain the artwork and packaging where practical and provide clear photographs of both. If requesting reimbursement for a repair, include the repair invoice or receipt. The 48-hour notification period does not remove or shorten your applicable statutory consumer rights.
Returns are made by mail. Our team will provide the appropriate return address and packing instructions. Contacting us for instructions does not make any applicable statutory cancellation right dependent on our approval. Please do not send the artwork to an address that has not been confirmed for your return.
Exchanges
We do not offer routine change-of-mind exchanges. You may instead request an eligible return under the terms above and place a separate order. This does not affect replacement or other remedies for damaged, faulty, incorrectly supplied or materially non-conforming artwork.
Refunds
When your returned artwork is received and inspected, we will email you the outcome. Once the refund is approved, we will process it to the original payment method, taking account of the applicable return terms and any lawful material/restocking fee. The time for funds to appear depends on the payment provider. Where the law requires a refund of standard outbound delivery charges or sets a refund deadline, those requirements take precedence.
Your consumer rights
This commercial policy does not limit your statutory consumer rights. Any additional cancellation rights or remedies for damaged, faulty, incorrectly supplied or materially non-conforming goods provided by applicable law remain available. The 30-day change-of-mind window is not a time limit on those statutory rights.