Returns, Damage & Refund Policy

Last updated: 09/27/26

FINAL-SALE NOTICE: Because each original artwork is one of a kind, all sales of ready-made original artwork are final unless the artwork arrives damaged or an incorrect item is delivered. This policy does not limit any rights provided by applicable law. Please read this policy before purchasing. Product-specific terms displayed on a listing and any signed commission agreement are incorporated into this policy.

Ready-Made Original Artwork

We provide multiple images, dimensions, materials, framing information, and written descriptions so collectors can make an informed decision. We do not accept returns of undamaged, correctly described ready-made original artwork because of a change of mind, buyer's remorse, differences in screen color, or a preference that could reasonably have been evaluated from the listing.

Before shipment cancellation policy: IF YOU CONTACT US BEFORE THE ORDER ENTERS PACKING OR SHIPPING, WE MAY AGREE TO CANCEL IT, BUT CANCELLATION IS NOT GUARANTEED.

Commissions and Personalized Artwork

Commissioned and personalized works are custom orders. Deposits, cancellations, approvals, revisions, final payment, and remedies are governed by the signed commission agreement. Unless that agreement or applicable law provides otherwise, custom work is not returnable because of a change of mind.

Other Products

Prints, greeting cards, books, subscriptions, or other non-original products: UNUSED ITEMS IN ORIGINAL CONDITION MAY BE RETURNED WITHIN 14 DAYS; CUSTOMER PAYS RETURN SHIPPING UNLESS THE ITEM IS DAMAGED OR INCORRECT.

If a product listing states a different return rule for that product, the conspicuously displayed listing rule controls to the extent permitted by law.

Damage in Transit

If artwork arrives damaged, contact ellen [at] ellenbrownarts.com within three days of delivery, or as soon as is reasonably possible. Include your order number and photographs of:

·      the unopened exterior of the package, if possible;

·      the damaged area and the full artwork;

·      all sides of the shipping box;

·      the shipping label; and

·      the interior packaging, frame, glazing, dust bag, and corner protection.

Keep the artwork and all packaging until we confirm that the carrier or insurer no longer needs them. Do not repair, clean, reframe, discard, or return the artwork without written instructions from Ellen Brown Arts.

Because an original artwork may be impossible to replace, we will evaluate the condition and available options with you. Depending on the circumstances, the resolution may include arranging and paying for an appropriate professional repair, accepting a return for a full refund of the purchase price and original shipping charge, or another mutually agreed resolution. Ellen Brown Arts will pay authorized return shipping for artwork that arrived damaged.

Incorrect Item

If you receive an item different from the one ordered, contact ellen [at] ellenbrownarts.com as soon as possible after delivery. We will provide return instructions and pay authorized return shipping. After the incorrect item is returned in the condition received, we will send the correct item if available or issue a full refund.

Missing Shipment

A shipment that is delayed or marked delivered is not automatically considered lost. Contact us promptly so we can investigate with the carrier and insurer. If an insured shipment is confirmed lost and the original cannot be replaced, we will refund the purchase price and any shipping charge you paid, or you may choose another resolution we offer. See the Shipping & Delivery Policy for details.

Authorized Returns

Do not send artwork back without written authorization and packing instructions. Returned artwork must use the original protective materials when reasonably possible and must be shipped by the carrier and service we specify, with tracking and any required signature. Ellen Brown Arts is responsible for authorized return costs when the artwork was damaged in transit or the wrong item was delivered.

Refund Timing

Approved refunds are issued to the original payment method within 5 business days after we receive and inspect an authorized return, or after we confirm that a lost shipment cannot be delivered. Once issued, the refund may take an additional 5–10 business days to appear in your account, depending on your bank or card provider. Customs duties, import taxes, and brokerage fees paid directly to a government or carrier generally must be reclaimed from that entity unless applicable law requires otherwise.

International Consumer Rights

Consumers in some countries have mandatory cancellation, withdrawal, return, or conformity rights that cannot be waived by a final-sale policy. Where those laws apply to an order, Ellen Brown Arts will honor them. Custom-made or clearly personalized commissions may be excluded from some change-of-mind withdrawal rights, but damaged, faulty, or incorrectly described goods remain subject to applicable law.

Contact

To report a problem, email ellen [at] ellenbrownarts.com with your name, order number, delivery date, and photographs when relevant.