Last updated: March 18, 2025

At Natalia Volkova Art, we strive to provide our customers with high-quality artwork. However, if you have any concerns or issues with your received item, please review our return and exchange policy.

1. General Return Conditions

1.1. The buyer has the right to return or exchange a painting within 14 days from the date of receiving the order.
1.2. A return is possible only under the following conditions:

• The painting has not been used and retains its original appearance;
• The painting has not been damaged by the buyer;
• The original packaging is preserved (if applicable);
• The buyer has proof of purchase (receipt, email confirmation, etc.).

2. Reasons for Return

A return or exchange is possible in the following cases:

2.1. Damage or Defect During Delivery

• If the painting was damaged during transportation, the buyer must immediately file a damage report with the delivery service representative upon receipt.
• To confirm the defect, the buyer must provide photos of the damage and packaging and send them to natalia16.volkova@gmail.com.

2.2. Order Error

• If the buyer received the wrong painting, they may request a return or replacement at no additional cost.

2.3. Quality Defects

• If the painting has defects not mentioned in the product description, the buyer may request a return by providing proof (photos, videos).

3. Cases Where Returns and Exchanges Are Not Accepted

3.1. Custom-made paintings are not eligible for return or exchange (e.g., personalized artwork, portraits, reproductions based on photos, etc.).
3.2. If the buyer is dissatisfied with the painting for subjective reasons (e.g., does not match the interior, color, or size), a return is only possible with the seller’s approval and at the buyer’s expense.
3.3. If the buyer has not ensured proper storage conditions (e.g., kept the painting in high humidity or under direct sunlight, leading to damage).

4. Return and Exchange Process

4.1. To initiate a return or exchange, the buyer must:

• Submit a request via email to natalia16.volkova@gmail.com, specifying the order number and reason for the return.
• Attach photos of the painting and packaging (if damaged).
• Wait for a response from the seller (usually within 2 business days).

4.2. Once the return is approved, the buyer must send the painting back using their preferred shipping method.

• If the return is not due to the seller’s fault, return shipping costs are covered by the buyer.

4.3. After receiving and inspecting the painting, the seller will, within 14 business days:

• Issue a refund to the original payment method; or
• Send a replacement painting (if an exchange was requested).

5. Refund Methods

5.1. Refunds are processed using the same payment method as the original purchase:

• Bank card (processing time: up to 10 business days)
• E-wallet (processing time: up to 3 business days)
• Bank transfer (if payment was made via bank deposit)

5.2. If the return is not due to the seller’s fault, payment system fees will not be refunded.

6. Contact Information

If you have any questions, please contact us:
Email: natalia16.volkova@gmail.com
Phone: +38 050 33 68437
Address: Ukraine, Bazarna 18, 65014