Customer Policies

Last updated: May 30, 2026

Version: 20260530.1

These Customer Policies cover the commercial side of buying from Reproduction Gallery: how orders are placed and confirmed, pricing and currency, payment, shipping and delivery, returns and refunds, and cancellations. They form part of, and should be read together with, our Terms of Service and Privacy Policy.

Placing an Order

When you place an order through our website, you are making an offer to buy. Your order is confirmed once we send you an order confirmation. By placing an order, you confirm that you are legally able to enter into a binding contract.

Custom Orders & Image Rights

Some orders are based on an image you supply to us — for example, a photograph or picture you would like reproduced as a painting.

When you send us an image for a custom order, you confirm that you own the image or otherwise have the right to have it reproduced, and that doing so does not infringe anyone else's copyright or other rights. You grant us a limited licence to use that image solely to produce your painting and complete your order. We will not use it for any other purpose, and we do not display it publicly or share it with other customers without your consent.

We may decline or cancel a custom order if we believe reproducing the image would infringe a third party's rights. You agree that you are responsible for any claim arising from an image you supply that you did not have the right to use.

Pricing and Currency

All prices are displayed on the website in US Dollars (USD) only and include the cost of the painting. Shipping is free worldwide (see Shipping & Delivery below). If you are paying from outside the United States, any conversion to your local currency is handled automatically at checkout by our payment provider, and the final amount and currency are confirmed before you pay.

We may revise prices at any time before we accept an order. If a price changes after you order due to something outside our control — for example a change in customs duties or taxes — we will contact you before proceeding, and you may cancel the order for a full refund at that point.

We work hard to keep product information accurate, but listings may occasionally contain errors in price, description, image, or availability. We may correct any error and, if it affects your order, we will let you know and give you the choice to continue or cancel.

Payment

Payment is taken in full at the time of order. We accept payment through Stripe and PayPal. Through these processors you can pay with major credit and debit cards (Visa, Mastercard, American Express) or with PayPal.

Card payments are subject to authorization by your card issuer. If authorization is declined, we are not responsible for any resulting delay or non-delivery.

We do not store your card details. Payment information is handled securely by Stripe and PayPal, both of which are PCI-DSS compliant. How we handle your personal information is set out in our Privacy Policy.

Shipping & Delivery

Every painting is hand-made to order, so shipping begins after your painting is completed and fully dry.

• Shipping cost: Free worldwide.
• Carriers: FedEx or DHL, both with online tracking.
• Production time: Most hand-painted oil painting reproductions require a minimum of 21 days for production before shipment.
• Transit time: Approximately 3–7 days after dispatch — we ship by priority service — depending on destination.
• Tracking: Once your airway bill number is available it is added to your Tracking Profile; you can also track via our Track Order page using your email address.
• Customs & duties: For international orders, any import duties, tariffs, or taxes charged by the destination country are the responsibility of the recipient. These charges vary by country and cannot be estimated by us in advance.
• Risk and ownership: Your painting is our responsibility while it is in transit. Risk of loss and ownership pass to you once it has been delivered to you. If it is damaged in transit, we handle this with the carrier (see Returns below).

Returns & 45-Day Satisfaction Guarantee

We want you to be happy with your painting.

• 45-Day Money-Back Guarantee: If you are dissatisfied with your painting for any reason, you have 45 days from the date of delivery to email us and request a return for a full refund or replacement. This applies to both standard catalogue paintings and custom or commissioned work.
• Damaged or defective on arrival (7-day notice): Please inspect your painting on arrival. If it arrives damaged or there is a problem with the order, email us within 7 days of delivery so we can take appropriate measures with the carrier. Reporting within this window helps us act on any carrier claim; your 45-day satisfaction guarantee applies either way.
• Condition: Returned paintings must be in the same condition as received and suitably packaged for return transit.
• Return shipping: If you are returning a painting because you are dissatisfied (rather than because it arrived damaged or defective), the cost of return postage is your responsibility. For damaged or defective paintings, we handle the carrier claim. In some cases we may issue a refund or replacement without requiring the painting to be returned, at our discretion.

How to start a return: Email us with (1) your order number, (2) the reason for the return or details of any damage, and (3) whether you would prefer a refund or a replacement. We will reply with return instructions and the return address.

Refund timing: Once we receive and inspect the returned painting, we will process your refund to your original payment method. You will not be charged any fee for the refund.

Cancellations

Because each painting is hand-made to order, your order is confirmed and registered as soon as it is received, but work on your painting does not begin immediately — this gives you a short window to cancel.

• Within 24 hours of placing your order: Painting has not yet begun, so you may cancel for a full refund. Just email us.
• After 24 hours: Painting has typically begun and the order generally cannot be cancelled, as work and materials have already been committed. Please contact us as soon as possible and we will tell you what is possible.

Once your painting has been delivered, your right to return it under the 45-Day Satisfaction Guarantee above applies regardless of whether the order was a catalogue piece or a custom commission.

We may also cancel an order ourselves — for example if we suspect fraud or an unauthorized or illegal transaction, or if there has been a pricing or availability error. If we cancel an order you have already paid for, we will refund you in full.

Promotions

From time to time we may run promotions, which may have their own rules. If a promotion's rules conflict with these Customer Policies, the promotion rules apply to that promotion.

Contact

• Phone: +1 888 858 8236 (toll free)
• Email: [email protected]
• Contact form: https://www.reproduction-gallery.com/contact-us/