Refund policy
Physical Artwork
You may request a return within 14 calendar days from the date of delivery.
To be eligible for a return, the item must be in the same condition in which it was received, in its original packaging. Proof of purchase is required.
To request a return, please contact us at info@lanaguisefineart.com or use the return options available through your order/customer account, where applicable.
If your return is approved, we will provide instructions on how and where to send the item. Items sent back without prior authorization will not be accepted.
If you are returning an item because you changed your mind or no longer wish to keep it, return shipping costs, customs duties, import charges and any related return costs are the responsibility of the customer.
We do not charge a restocking fee.
If your item arrives damaged, defective or if you receive the wrong item, please contact us as soon as possible and include clear photos so we can review the issue and make it right.
Ready-to-ship artworks and “Recreable” artworks ordered in one of the standard sizes available in the store may be returned in accordance with this policy.
Artworks made to the customer’s specific instructions or clearly personalized cannot be returned or refunded for change of mind. This includes custom variations requested by the customer after purchase, such as changes to colours, composition, details, format outside the available standard options, or other modifications to the original artwork.
If your order is shipped to the European Union or European Economic Area, you may have a statutory right to withdraw from your purchase within 14 days, subject to applicable law and the conditions in this policy.
EU/EEA customers can submit a statutory withdrawal request through our EU Withdrawal page, linked in the footer of our website. This form can be used without creating or logging into a customer account.
If the EU Withdrawal form is temporarily unavailable or you experience a technical issue, you may contact us at info@lanaguisefineart.com with your order number, the email used for the order, and the item you wish to withdraw from.
Submitting a withdrawal or return request does not automatically cancel, return, or refund an order. Each request is reviewed according to the product type, order status, and applicable consumer law.
The right of withdrawal may not apply to artworks made to the customer’s specific instructions, clearly personalized artworks, or custom variations requested and confirmed by the customer.
Once we receive and inspect an approved return, we will let you know whether the refund has been approved. If approved, the refund will be issued to the original payment method. Please note that your bank or card provider may need additional time to process and post the refund.
Digital Products
Digital products are delivered as digital downloads and are generally non-returnable once accessed or downloaded.
Refund requests for digital products may be considered only if the product has not been downloaded, accessed, or used.
If the product has not been downloaded, accessed, or used, we may disable access to the download link and issue a refund.
Once a digital product has been downloaded, accessed, or used, the order is not eligible for a refund, except in case of technical issues, duplicate purchase, file error, or where required by applicable law.
If you experience any technical problem accessing your digital purchase, please contact us at info@lanaguisefineart.com, and we will do our best to help resolve the issue.
Nothing in this policy affects any mandatory consumer rights available under applicable law.