Eligibility by order type
Ready to Ship, Made to Order, Custom Painting, Sale and Gift Cards can follow different rules.
Returns & Refunds
Returns & Refunds
Review return eligibility, refund timing, custom-order rules and what to do if your artwork arrives damaged or incorrect.
Overview
Returns at a Glance
Return authorization
Contact HTHA first. Do not ship artwork back until you receive return instructions.
Damage ≠ change of mind
Shipping damage and wrong-item cases use a different path from voluntary returns.
Refunds after review
Approved refunds usually return to the original payment method where the gateway supports it.
Eligibility
Return Eligibility by Order Type
One policy cannot cover every order. Ready to Ship, Made to Order, Custom Painting, Sale items and Gift Cards are reviewed differently.
Ready to Ship
Ready-to-ship artwork may be eligible for a change-of-mind return when authorized, subject to condition and packaging requirements.
Needs Business Confirmation: exact window and who pays return shipping.
Made to Order
Listed artworks painted after purchase usually have more limited change-of-mind options than ready-to-ship stock. Damage, defect or wrong-item cases are still reviewed.
Needs Business Confirmation: whether MTO change-of-mind returns are offered at all.
Custom Painting
Custom size, palette or commissioned work is not treated as a standard retail return. Use the Custom Painting brief and after-sales review — do not assume a catalogue return applies.
Sale / Final Sale
Sale or final-sale items may be non-returnable for change of mind when marked at purchase. Damage and wrong-item issues are still reported to support.
Needs Business Confirmation: which sale badges are final sale.
Gift Cards
Gift card purchase and redemption issues follow Gift Cards guidance. Artwork bought with a gift card follows the artwork return rules for that order type.
Timing
Return Window
The return window depends on the product type and order terms. This page does not invent a 14- or 30-day promise.
Start point
Where a window applies, it is usually counted from the delivery date — not the order date — unless your order confirmation states otherwise.
Confirm with support
Ask after-sales with your order number before assuming a deadline. Windows can differ for Ready to Ship, Made to Order and Custom.
Needs Business Confirmation: publish the numeric window and start point once legal / ops agree.
Condition
Condition & Packaging Requirements
Where a change-of-mind return is allowed, artwork should arrive for inspection in sellable condition with packaging guidance from your return authorization.
Unused / uninstalled
Where a change-of-mind return is allowed, artwork should be unused and not permanently installed.
Original condition
No customer-caused damage, local reframing alterations or missing components when those were included.
Original packaging
Keep original packaging until the artwork has been inspected. Authorized returns should use packaging guidance from your RA instructions.
Reasons
Change of Mind, Wrong Size & Wrong Item
Change of mind and “wrong size for my wall” are different from shipping damage or receiving the wrong item. Size Guide and product dimensions help reduce selection issues.
Changed mind
Voluntary returns only apply when the order type allows them and after return authorization. Return shipping and original outbound shipping fees may not be refunded.
Wrong size (selection)
If the delivered size matches the order but feels too large or small in the room, that is usually a selection / change-of-mind issue — not a “wrong item” fulfillment error.
Wrong item received
If the artwork, size or finish does not match the order, contact HTHA promptly with photos. This is a fulfillment issue, not a standard change-of-mind return.
Eligibility
When a Return May Be Eligible
A return may be considered when the request follows current after-sales guidance. Exact windows and conditions are confirmed when you contact support — this page does not invent a fixed day count.
Contact before returning
Do not ship artwork back until you receive return instructions for your order.
Order details
Have your order number and the email used at checkout ready.
Condition & reason
Eligibility depends on why you are writing and the condition of the artwork when reviewed.
Authorization
Approved returns include packing and shipping directions. Unapproved returns may be refused or delayed.
Process
How to Start a Return (Authorization Required)
Return authorization is required. Do not send a return before receiving packing and shipping instructions for your order.
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01
Contact Support
Open a Returns / Refund message with your order number. Use Contact Support — do not create a second form system.
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02
Provide order details
Include the checkout email, artwork name or SKU, and return reason (changed mind, wrong size, wrong item, damage, defect, other).
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03
Upload photos if needed
Damage, wrong item or defect cases should include clear photos. Shipping damage is not a normal change-of-mind return.
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04
Receive return authorization
If approved, HTHA sends packing and shipping directions (RA). Unapproved returns may be refused or delayed.
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05
Ship or hand off as directed
Use only the approved method and address from your instructions. Oversized returns may need special handling.
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06
Inspection & decision
After receipt, the artwork is reviewed. Then a refund, partial refund, further instructions or another agreed next step is confirmed.
Shipping
Return Shipping
Who pays for return shipping depends on the reason and approval. Prepaid labels, free returns and oversized return freight are not assumed. Return instructions and the correct address are provided only after authorization — we do not publish a fixed warehouse address on this page.
Review
What Happens After We Receive the Return
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01
Return received
We confirm the package has arrived against your approved request.
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02
Condition reviewed
The artwork and packing are checked against the issue you reported.
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03
Eligibility confirmed
We confirm whether the request still matches the approved after-sales path.
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04
Decision & notice
You are notified of the outcome — refund, further instructions, or another agreed next step.
Refunds
Refund Timing
Approved refunds are handled after the return (when required) has been reviewed, and must stay consistent with WooCommerce refund tools and your payment gateway. Timing has two parts: HTHA’s review, then your payment provider posting the funds.
Refund method
Where supported, refunds go back to the original payment method used at checkout. Gift Card + card mixed payments are refunded according to how the order was paid — Gift Card portions typically return as store credit / gift balance where the gift-card system supports it.
Timing
We do not publish a single fixed refund day count. Full vs partial refunds (for example original shipping fees, duties or restocking) are confirmed for your case. Ask support for current expectations for your payment method.
Custom work
Custom & Made-to-Order Artwork
At HTHA, “made to order” (a listed artwork painted after purchase) is not the same as a custom commission (size, palette or related composition made to your brief). Both are reviewed carefully; outcomes are confirmed after support receives your order details.
Standard made-to-order
Listed sizes painted after checkout still follow studio production. Return options depend on the approved after-sales rules for that order.
Custom size or palette
These are planned against your wall or colour brief. Contact after-sales before assuming a standard return applies.
Related commissioned piece
A related original painted for your space is reviewed case by case with your brief and photos.
Special cases
Items with Special Return Conditions
Some orders need a different review. Final rules are confirmed for your order type — the list below explains typical special cases without promising a blanket yes or no.
Custom-sized artwork
Pieces made to a wall-specific size may not follow the same path as a listed size.
Colour / palette adjustments
Works painted to an agreed palette shift are reviewed as custom requests.
Commissioned / related originals
Related commissions painted for your brief are handled through after-sales review, not an automatic retail return.
Installed or altered works
Artwork that has been hung, framed locally, or altered after delivery may have limited options.
Exceptions
Damaged or Incorrect Orders
Shipping damage and wrong-item cases are not processed as normal change-of-mind returns. Keep packaging, document the issue, then contact support — this page does not promise a refund or remake.
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01
Confirm the issue type
Note whether the artwork was damaged in transit, wrong, missing a piece, or arrived with damaged packaging.
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02
Keep the packaging
Retain the outer packaging until the issue is reviewed.
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03
Photograph the outer package
Show labels and any damage to the carton or tube.
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04
Photograph the artwork
Capture clear photos of the painting, edges or frame where the issue appears.
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05
Note what you received
Describe damage, wrong size, wrong finish or incorrect artwork, and include tracking if you have it.
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06
Contact HTHA
Send your order number with the photos. We will confirm the next step after review — this guidance does not promise a refund or remake.
Needs Business Confirmation: final claim windows and remake / refund outcomes for damage cases (Order Issue / Damage Claim flow).
Before shipment
Cancellations
Cancellation before shipment depends on production stage. Once packing or carrier handover has started, options may be limited.
Before production / dispatch
Contact Order Support as early as possible with your order number. Ready-to-ship cancellations are usually easier than made-to-order or custom briefs already in progress.
After dispatch
Once shipped, use tracking and the return / damage paths on this page — not a pre-shipment cancellation.
Needs Business Confirmation: cutoff times for MTO / Custom cancellation.
Options
Exchanges & Replacements
Direct size/finish exchanges are not published as a self-serve program. After review, support may confirm a refund path, replacement guidance, or another resolution appropriate to your order.
Payments
Gift Cards & Mixed Payments
Gift card purchases and artwork paid partly with a gift card need careful refund routing so WooCommerce and the payment gateway stay consistent.
Buying a gift card
Gift card product refunds follow Gift Cards page rules and the payment method used to buy the card.
Paying with a gift card
If an artwork order is refunded, gift-card portions typically return to gift balance where supported; card portions return to the original card where the gateway supports refunds.
International
International Returns
International returns can involve extra transit time, carrier limits for oversized works, and duties or taxes that may not reverse automatically.
Authorization still required
Do not ship internationally without return instructions. Incorrect paperwork can delay or refuse the return.
Duties & taxes
Import charges paid on delivery may not be refundable through HTHA. Confirm with support and local customs guidance for your destination.
Needs Business Confirmation: whether duties are reclaimable and who pays inbound return freight.
Handmade
Quality Issues vs Natural Variation
Minor differences in brushwork, texture and hand-painted detail can occur between pieces and are part of the handmade process. Screen settings and room lighting can also change how colour reads. Natural variation is not automatically treated as a defect — but clear quality or damage issues should still be reported with photos so we can review them fairly.
FAQ
Returns FAQ
How do I start a return?
Contact Support with topic Return / Refund and your order number. Wait for return authorization before shipping anything back.
Is there a fixed return window?
The window depends on product type and order terms. This page does not invent a 14- or 30-day promise — confirm with support.
Can custom or made-to-order paintings be returned?
Custom commissions and many made-to-order works have limited or no change-of-mind returns. Damage and wrong-item cases are still reviewed.
What if my artwork arrives damaged?
Do not use a normal change-of-mind return. Keep packaging, photograph the issue, and open Order Issue / Damage Claim with your order number, order email and photos.
Who pays for return shipping?
It depends on the reason and approval. Prepaid labels and free returns are not assumed.
How long do refunds take?
After approval, HTHA processes the refund in WooCommerce / the payment gateway, then your bank posts it. Exact days vary by method.
Can I cancel before shipment?
Contact Order Support as early as possible. Cancellation depends on production stage — especially for made-to-order and custom work.
What about gift card payments?
Mixed gift-card and card payments are refunded according to how the order was paid. See Gift Cards and ask support to confirm the split.
Support
Need After-Sales Help?
Share your order number, return reason, and photos when they help. We route Returns, Damage and Order topics through Contact Support.
Start a Return Request Track an Order Shipping & Delivery Terms of Use
- Authorization First
- Order-Type Rules
- Damage Path Separate
- Original Payment Refunds
- After-Sales Support
- Secure Payment