Refund, Return & Cancellation Policy

Last updated: 2026

We want you to be genuinely happy with your artwork and framing. This policy outlines how returns, refunds, and cancellations work for orders placed with Expert Framing & Art Gallery.

1. DAMAGED ARTWORK 

If an artwork arrives damaged, please contact us within 48 hours of delivery with:

  • Order number
  • Photographs of the outer packaging
  • Photographs of the shipping label
  • Photographs/videos of the damaged artwork
  • Photographs of the internal packaging

Please retain the original packaging until the matter has been resolved. After reviewing the claim, we may offer repair, replacement where available, refund, or another appropriate solution. The solution will depend on the nature and extent of the damage.

2. INCORRECT ARTWORK 

If we send an item that is materially different from the artwork ordered, please contact us within 7 days of delivery. Where the error is confirmed to be ours, we will arrange an appropriate replacement, correction or refund.

3. CUSTOM FRAMING 

Custom framing orders are made specifically according to the customer's approved specifications. Therefore, custom framing is generally non-returnable and non-refundable due to change of mind once production has started. However, this does not apply where:

  • We used incorrect specifications.
  • The wrong frame/material was supplied.
  • The item arrives damaged.
  • There is a confirmed manufacturing or workmanship defect.

4. COMMISSIONED PORTRAITS & CUSTOM ARTWORK

Commissioned artwork is created specifically for the customer. Once production has started, commissioned artwork cannot normally be cancelled because the artist has already invested time and materials into the project. Where a sketch or mock-up is provided for approval, the customer should carefully review and approve it before final production. Once final artwork is approved and completed, change-of-mind returns are generally not accepted.

5. ORIGINAL PAINTINGS 

Because original artwork is unique and often one-of-a-kind, change-of-mind returns are generally not accepted after an order has been confirmed/dispatched, except where required by applicable law or where the artwork is damaged, materially incorrect, or materially not as described. This approach is intended to reflect the unique nature of fine-art products.

6. CANCELLATION 

Customers should contact us as soon as possible if they wish to cancel an order. For ready-made artwork, cancellation may be possible before dispatch. For custom framing and commissioned artwork, cancellation may not be possible after production has started. If work or materials have already been used, any applicable cancellation/refund amount will be discussed with the customer.

7. REFUNDS 

Approved refunds will normally be made through the original payment method where practical. For Cash on Delivery orders, refunds may be processed through bank transfer or another agreed method. Refund processing times depend on the payment provider or bank.

8. RETURN SHIPPING 

Where the return is required because of our confirmed error or because the item arrived damaged, we will determine the appropriate return/shipping arrangement. Where a return is approved for another reason permitted under this policy, return shipping may be the customer's responsibility.

9. NON-RETURNABLE ITEMS 

Unless otherwise required by applicable law, the following are generally non-returnable once production has started:

  • Custom framing
  • Commissioned portraits
  • Customized artwork
  • Personalized artwork
  • Customized sizes or materials
  • Special-order products

10. CONTACT US

To request a return, refund or cancellation:
WhatsApp / Phone: +92 300 1389819
Email: expertframinggallery@gmail.com
Please include your order number and relevant photographs/documents.