Returns & Refunds Policy

Last updated: August 2026

I want you to feel confident when purchasing my artwork. Because original paintings and fine art prints are different types of products, different return conditions apply.

Nothing in this policy limits any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

Fine Art Prints — 30-Day Returns

Eligible fine art prints may be returned within 30 days of delivery.

To request a return, please contact me within 30 days of receiving your order.

To qualify for a voluntary return, the print must be:

• in its original condition;
• free from damage, marks, alterations, or signs of use; and
• returned in its original protective packaging whenever reasonably possible.

Proof of purchase may be required.

Please contact me before sending your return. Returns sent without first requesting a return may not be accepted.

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, incorrect, or applicable consumer law requires otherwise.

I strongly recommend using a tracked and appropriately insured shipping service when returning artwork.

Original Paintings

Because every original painting is a unique, one-of-a-kind artwork, original paintings are not eligible for my voluntary 30-day change-of-mind return policy.

Sales of original paintings are considered final for change-of-mind purposes, except where applicable consumer law gives you a mandatory right to cancel or return your purchase.

This does not affect your rights if an original artwork:

• arrives damaged;
• is defective;
• is materially different from its description; or
• is otherwise covered by mandatory consumer protection laws.

Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it arrives.

If your artwork or print arrives damaged, defective, or incorrect, please contact me as soon as possible so I can assess the issue and help resolve it.

Please include photographs of:

• the damaged or affected area;
• the entire artwork or print;
• the outer shipping box or packaging;
• the internal protective packaging;
• the shipping label; and
• any visible damage to the package.

Please keep all original packaging until the issue has been resolved, as it may be required for a carrier or production claim.

Depending on the circumstances, the appropriate solution may include a replacement, repair, refund, or another remedy required by applicable law.

Please see my Damaged Artwork & Shipping Claims Policy for additional information.

European Union & United Kingdom Customers

If you are purchasing as a consumer in the European Union or United Kingdom, you may have statutory cancellation rights for online purchases in addition to the voluntary return rights described above.

Where applicable, you generally have the right to notify me that you wish to cancel an eligible online purchase within 14 days after receiving the goods, without giving a reason.

These statutory rights apply even where my voluntary return policy would otherwise provide different conditions.

After notifying me of your cancellation, the item must be returned within the period required by applicable law.

Unless I agree otherwise or the law requires me to cover the cost, you are responsible for the direct cost of returning goods when exercising a statutory change-of-mind cancellation right.

Where required by law, I will also refund the cost of the least expensive standard delivery option offered for the original shipment.

Additional amounts paid for express, priority, premium, or upgraded shipping are not refundable beyond the amount required by applicable law.

Certain items made to a customer's specifications or clearly personalized may be excluded from statutory cancellation rights where permitted by law.

Nothing in this section limits any additional rights available to you under the consumer laws of your country.

Return Shipping

For voluntary returns, return shipping is paid by the customer.

Returned artwork must be securely packaged to prevent damage during transit.

Where reasonably possible, please use the original packaging.

For valuable artwork, I strongly recommend using:

• tracked shipping;
• delivery confirmation; and
• adequate shipping insurance.

I am not responsible for a return shipment that is lost or damaged before it reaches me, except where applicable law provides otherwise.

If an item is damaged during return transit because it was inadequately packaged, any refund may be reduced to reflect the loss in value, to the extent permitted by applicable law.

If the item was originally damaged, defective, or incorrect, please contact me before returning it. Different return-shipping rules may apply.

Refunds

Once an authorized return has been received and inspected, I will notify you whether the refund has been approved.

If approved, the refund will normally be issued to your original payment method.

Please remember that banks, credit card providers, PayPal, Shopify Payments, and other payment processors may require additional time to process and display the refund.

Where mandatory consumer law specifies a refund deadline, the refund will be processed within that required timeframe.

Original Shipping Charges

For voluntary returns under my 30-day print return policy, original shipping charges are non-refundable.

If you exercise a mandatory statutory cancellation right that requires reimbursement of standard outbound shipping, the cost of the least expensive standard delivery option offered will be refunded as required by law.

Any additional amount paid for expedited or premium shipping is non-refundable unless required by applicable law.

Customs Duties, VAT & Import Charges

Customs duties, import taxes, VAT, brokerage charges, and other fees paid directly by the customer to customs authorities, shipping carriers, or other third parties are generally outside my control.

These charges are not normally refundable by me.

If you return an international order, you may need to contact the relevant customs authority directly to determine whether any duties or taxes you paid are eligible for reimbursement.

Refused or Unclaimed Shipments

Please do not refuse delivery of an international shipment because customs duties, VAT, taxes, or other import charges are due.

If an order is refused, abandoned, or returned because required customs charges were not paid, any refund will be handled in accordance with applicable law.

Where legally permitted, costs arising from the refused or unclaimed shipment — including original shipping, return shipping, carrier fees, customs charges, or brokerage fees — may be deducted from any refund.

Colour & Appearance

I make every reasonable effort to photograph and represent my artwork accurately.

However, colour, brightness, contrast, scale, and texture may appear slightly different depending on:

• your screen or device;
• monitor settings;
• lighting conditions; and
• digital photography.

Original paintings are handmade and may include visible brushstrokes, texture, layering, subtle surface variations, and other characteristics that are part of the artwork.

These normal variations are not considered defects.

This does not affect your rights if the item is materially different from its description.

Exchanges

I do not generally offer direct exchanges.

Because original paintings are one-of-a-kind and many fine art prints are produced individually, an identical replacement may not always be available.

If an eligible print qualifies for return, you may return it in accordance with this policy and place a new order for another artwork, size, or format.

If your order arrived damaged or incorrect, please contact me before placing a replacement order.

Personalized or Custom Orders

Commissioned artwork, personalized products, or products made specifically to a customer's individual specifications may not be eligible for change-of-mind returns where permitted by applicable law.

Any special return or cancellation conditions for a commissioned or customized artwork will be communicated before the order is confirmed.

This does not affect rights relating to damaged, defective, incorrect, or materially misdescribed goods.

Gift Cards

Gift cards are non-refundable and cannot be redeemed for cash except where required by applicable law.

How to Request a Return

To request a return or report a problem with an order, please contact me through the Contact page at:

zhannasamsonova.com or info@zhannasamsonova.com

Please include:

• your name;
• order number;
• the artwork or product you purchased; and
• the reason for your return request.

If the item arrived damaged, please also include photographs of the artwork and packaging.

Please wait for return instructions before shipping the item back.

Do not send returns without first contacting me.