Refund policy
Last updated: October 26, 2026
At VAN RIE STUDIO, every piece of artwork is carefully created, inspected and packaged before it leaves our studio.
Because our artwork is often original, one-of-a-kind and handmade, we have specific conditions regarding returns and refunds.
1. Original Artwork
For ready-made original artwork, please contact us at elizabeth.vanrie@gmail.com within 5 days of receiving your order if you wish to request a return.
Artwork must be returned:
- unused and in its original condition;
- without damage or alterations;
- with all original packaging where reasonably possible; and
- securely packaged to prevent damage during the return journey.
A return must be approved by us before you send the artwork back.
Please do not send an artwork back without contacting us first.
2. Change of Mind
Where permitted by applicable law, we may accept returns for eligible ready-made original artwork where a customer has changed their mind.
However, because each artwork is unique, returns are subject to the conditions stated in this policy.
The customer may be responsible for the cost of returning the artwork unless the return is due to an error on our part, a damaged item, or another circumstance where applicable law requires otherwise.
Original delivery charges may not be refundable where the return is due to a change of mind, subject to applicable law.
3. Custom and Commissioned Artwork
Custom and commissioned artwork is non-refundable once work has commenced, except where the artwork is defective or we have failed to fulfill the agreed order.
This is because commissioned artwork is created specifically for an individual customer and cannot ordinarily be resold in the same way as an existing artwork.
4. Artwork Arriving Damaged
If your artwork arrives damaged, please contact us as soon as possible at elizabeth.vanrie@gmail.com
Please provide:
- your order number;
- photographs of the artwork;
- photographs of the packaging;
- photographs of any damage to the external packaging; and
- photographs of the shipping label.
Please retain the original packaging until the matter has been resolved, as the courier may require it for an investigation.
We will assess the situation and, where appropriate, arrange a replacement, repair, refund or other suitable resolution.
5. Incorrect or Faulty Artwork
If you receive an artwork that is materially different from the artwork you ordered, or if the artwork has a genuine defect, please contact us as soon as possible.
We will work with you to determine an appropriate solution.
This policy does not affect any mandatory rights you may have under applicable UAE law or other applicable consumer-protection legislation.
6. Return Shipping
Unless otherwise agreed or required by applicable law, the customer is responsible for return shipping costs where the return is due to a change of mind.
We strongly recommend using a tracked and insured shipping service when returning artwork.
We are not responsible for artwork lost or damaged during a return shipment that has been arranged by the customer.
7. Refunds
Once a returned artwork has been received and inspected, we will confirm whether the return has been accepted.
Where a refund is approved, it will normally be issued to the original payment method.
The time for the funds to appear in your account may depend on your bank or payment provider.
8. Non-Returnable Items
Unless required otherwise by applicable law, the following may not be eligible for return:
- commissioned artwork;
- personalized artwork;
- artwork that has been damaged after delivery;
- artwork that has been altered or modified by the customer; and
- artwork returned without prior approval.
9. Contact Us
To request a return, refund or report an issue with your order:
Email: elizabeth.vanrie@gmail.com
Order number: Please include your order number in your message.
We will respond as soon as reasonably possible.
Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted.