Returns & Refunds

Eligible Standard Artwork: 30-Day Return Period

A return may be requested for eligible standard artwork within 30 days of delivery.

An item is considered standard when it uses the sizes, orientation, canvas format, and frame options offered directly on its product page, unless that page identifies it differently.

For a change-of-mind request, all of the following must apply:

Olyrel receives the request no later than 30 days after delivery;
the piece has not been hung, altered, stained, scratched, exposed to odors, or otherwise damaged by the customer;
proof of purchase is available; and
the artwork can be packed well enough to withstand the return journey.

Reusing the original protective materials is strongly preferred. If they are no longer available, ask the support team about suitable replacement packaging before sending the work.

Do not return an item without authorization. Once a request is accepted, Olyrel supplies the correct warehouse and shipping instructions for the destination and artwork format. An unapproved shipment can be refused or delayed.

Return Transport for a Change of Mind

The buyer pays the return freight and any return-related customs or re-clearance expense for a change-of-mind return, unless local law requires a different arrangement.

International transport for a large, stretched, or framed piece can be expensive and may need insurance. Customers concerned about that cost should contact Olyrel before purchasing a specific size.

Choose a tracked, insured service and keep the receipt until the case is complete. Loss or damage caused by insufficient return packing remains the customer's responsibility.

Damage, Defects, or the Wrong Item

Check both the artwork and its packaging promptly after delivery. If the piece is damaged, defective, significantly different from the order, or simply the wrong item, email support@olyrel.com with:

the order number;
photographs showing the issue on the artwork;
images of the internal protection and external package; and
a short explanation of what happened.

Retaining the packaging and reporting within 48 hours makes it easier to submit a carrier claim. The 48-hour request is a practical recommendation and does not remove consumer rights that apply by law.

When a delivery, quality, or fulfillment problem is confirmed, Olyrel pays reasonable return costs and selects an appropriate solution. Depending on the facts and legal requirements, that solution can be repair, repainting, replacement, or a partial or full refund.

Rules about pristine condition for change-of-mind returns do not prevent a customer from raising a valid claim about damage, defects, an incorrect item, or a misleading description.

Handmade Variation and Approved Proofs

Brushwork, relief, blended color, and artistic interpretation vary naturally in a painting made by hand. Minor handmade differences are ordinarily not defects.

If Olyrel supplies a studio proof or finished-work preview, review it closely and raise any requested change before approval or dispatch. When the delivered piece differs materially from a proof that both sides confirmed, contact the support team for review and an appropriate solution.

Custom and Personalized Work

The following can be treated as custom work:

dimensions or proportions outside the standard product options;
a requested change to color, composition, orientation, or subject;
personalization;
work created from a customer photograph or reference;
a one-off commission; or
changes requested after the first studio proof was approved.

Because these pieces are created for one customer, they are normally excluded from change-of-mind returns after delivery. That exclusion does not remove remedies for damage, faults, a material departure from the agreed specification, or rights that cannot be waived under applicable law.

Personalized work and items produced to an individual's specifications can also receive different statutory cooling-off treatment from standard artwork.

Final Sale, Clearance, and Gift Cards

Gift cards and items explicitly identified as final sale or clearance cannot be returned merely because the customer changes their mind.

A normal promotion, automatic discount, or storewide sale does not automatically convert an otherwise eligible standard piece into a final-sale item. Any such exclusion must be stated on the product page.

Final-sale status never removes non-excludable remedies for goods that are faulty, damaged, incorrect, or materially misdescribed.

Exchanges

Olyrel does not process direct exchanges. For an eligible change, return the original item through the approved process and place a new order after the return is accepted.

This exchange rule does not prevent Olyrel from supplying a replacement when damage, a defect, or a fulfillment error has been confirmed.

Inspection and Refund Timing

The team confirms receipt and reviews the returned artwork before approving a refund. Inspection is normally completed within 1–2 business days after the package reaches the designated return warehouse.

An approved refund is sent to the original payment method. Banks and card providers usually make the funds visible within 5–10 calendar days after the return reaches the warehouse. If nothing has appeared after 10 calendar days, email support@olyrel.com.

Any allowed deduction for customer-caused loss in value or handling damage will be explained before finalization. Olyrel will not deduct for damage that was already present at delivery or arose from a confirmed product or shipping problem.

European Union and United Kingdom Rights

Eligible standard artwork delivered in the European Union or United Kingdom is also covered by mandatory distance-selling rights where those rules apply.

A customer exercising an applicable cooling-off right may notify Olyrel within 14 days after delivery, without supplying a reason, and then has another 14 days after notice to send the item back.

The customer pays change-of-mind return costs when that responsibility was disclosed before purchase, unless applicable law says otherwise. Olyrel pays reasonable return costs for confirmed faulty, damaged, incorrect, or misdescribed work.

An item is not automatically custom merely because production starts after purchase. However, clearly personalized artwork or work made to an individual's specifications may fall outside the statutory cooling-off right.

Where the law requires it, a refund includes the original standard delivery cost. A premium paid for upgraded or expedited delivery may remain non-refundable.

Starting a Return

Email support@olyrel.com and provide:

the order number;
the reason for the request;
photographs when the work is damaged, faulty, incorrect, or unlike its description; and
the address from which it will be shipped.

If the request qualifies, Olyrel will identify the correct return warehouse and provide packing and shipping instructions. Never send artwork to a registered office or to an address printed on a shipping label unless the support team has confirmed that destination in writing.

Consumer Rights

This policy does not exclude or reduce a right that applicable consumer law does not allow a business to waive.

Questions can be sent to Olyrel Customer Care at support@olyrel.com.