Returns, damage and remakes
Every piece is painted to order, so this policy is written for made-to-order work rather than stock. Last updated October 2026.
Every piece is painted to order, so this policy is written for made-to-order work rather than stock.
Before it ships — the part that matters most
We photograph every finished piece under consistent light and send it for your approval before packing.
If anything is wrong at that point, tell us and we rework it at no cost. This is the entire purpose of sending the photograph, and it is when almost every issue should be resolved.
If it arrives damaged
Send us, within 14 days of delivery: photographs of the outer packaging including any visible damage, photographs of the piece showing the damage, and the order number.
We send a replacement. You don't need to return the damaged piece, and you don't need to deal with the carrier: where the carrier is at fault, we take the claim up with them ourselves.
If it arrives cracked from rolling
Canvases rolled before the paint has set can crack along the curve of the roll, and the damage sometimes only appears when the piece is stretched at your end.
We let the paint dry before rolling, interleave the layers and roll face-out on a wide core to prevent this. If a canvas arrives cracked from rolling, we repaint it at our cost. Send photographs of the tube, the interleaving and the piece.
If it does not match the approved proof
If the delivered piece materially differs from the proof you approved — wrong subject, wrong size, wrong composition — we remake it at our cost.
Hand-painted variation within normal tolerance is not a mismatch. See Colour and variation in our Terms of Sale.
What is not covered
- Colour differing from a screen, a print or an unapproved reference, where no physical sample was approved
- Changes to the brief made after proof approval
- Damage occurring after delivery, including during stretching, framing or installation
- Normal hand-painted variation between pieces made to the same specification
Cancellations
Before proof approval you can cancel at no cost, less any deposit already spent on materials. After painting has started the piece is made for you and cannot be resold, so the order stands. Tell us as early as possible and we will do what we reasonably can.
How to reach us
sales@velaturo.com or WhatsApp +86 139 5016 3877. Monday to Friday, 09:00 to 18:00 Beijing time (UTC+8) — mornings in Europe, evenings in North America. We aim to respond to any damage report within one working day.