Return & Refund Policy Rossetti Art

1Standard Canvas & Acrylic Prints — Return Window

You have 30 days (Canvas Prints) or 14 days (Acrylic Prints) after receiving your item to request a return, for orders shipped to Australia, Canada, Europe, New Zealand, UK, and USA.

To be eligible, the item must be:

• In the same condition as received
• Unused, with all original tags
• In the original packaging
• Accompanied by proof of purchase

Rest of the World destinations: orders shipped outside the destinations listed above are final sale and not eligible for a standard return if you change your mind. If the item arrives damaged, defective, or is delivered to the wrong address due to our error, we will replace it — the same as our other destinations. See Section 4.

2Oversized Canvas & Acrylic Prints — Final Sale

Oversized canvas and acrylic prints are not eligible for return once production has begun. They are too large for standard courier handling, need specialized packaging and ship at high dimensional-weight rates, and a return trip carries a real risk of damage. Shipping a piece this size back and forth also doubles the transport emissions and packaging waste behind a single order, which goes against our commitment to sustainability.

For the purposes of this policy, oversized means:

• Any print with a side of 40 in / 100 cm or more — for example 40 × 40 in, 40 × 32 in, 50 × 40 in, 48 × 48 in and larger.

These large-format pieces are made to order and are final sale, except in cases of shipping damage, a manufacturing defect, or incorrect delivery (see Section 4).

Not sure about the size? Use our Live Preview on any product page to see the piece on your own wall before you order.

3Return Shipping Costs (Standard Sizes, Free Shipping Destinations Only)

Unless the item arrives damaged, defective, or incorrect, the customer is responsible for all return shipping costs.

• The customer must arrange and pay for the courier of their choice.
• Rossetti Art does not coordinate return shipments.
• A valid tracking number is required for all returns.

4Damages & Issues

You must report shipping damage within 7 days of delivery. Please send us all 4 of the following photos to support@rossettiart.com: a close-up photo showing the damage in detail, a photo of the entire product, a photo of the entire outer shipping box/package, and a clear photo of the shipping label.

Colour differences and personal taste are not defects. Slight colour or brightness differences compared with your screen, or deciding that a piece does not suit your space, are handled under the standard return terms above, not as a damage claim.

Free Shipping Destinations: to support sustainability, once all 4 photos are received Rossetti Art may offer a free replacement or a full refund without requiring the item to be returned.

Rest of the World: once all 4 photos are received, we will offer a free replacement without requiring the item to be returned. A refund is not available for Rest of the World destinations; a replacement resolves the claim.

Once approved, you may keep or donate the item.

Replacement items. When an item arrives damaged or defective, we replace it free of charge. The replacement settles the original claim and cannot be returned because you changed your mind or it doesn't fit your space. If the replacement itself arrives damaged, it is covered in the same way.

5Exchanges

To receive a replacement quickly, return the eligible item first.
After your return is accepted, you may place a new order.

6Return Authorization (RMA)

To begin a return, contact us at:
📧 support@rossettiart.com
within 30 days (Canvas Prints) or 14 days (Acrylic Prints) of delivery.

After approval:

• The item must be shipped back within 14 days
• A valid tracking number must be provided
• The customer is responsible for arranging the courier and ensuring safe, secure delivery
• Returns sent without an approved RMA or without a valid tracking number may be declined

7Refunds

Refunds are assessed on receipt and inspection of the returned item, not on the date it is shipped back. After we receive and inspect your return, we will notify you of approval or denial.

Approved refunds will be issued to your original payment method.

Your bank or card provider may require additional processing time to reflect the refund.

8Delivered but Not Received

• If the carrier delivered the package to a different address than the one you provided (carrier error), we will refund or replace the order within 3 business days.
• If delivered to the correct address with valid proof (e.g., tracking), refunds may be denied.
• If the buyer refuses or fails to receive the order, refunds cannot be issued. This includes packages returned to us because of an incomplete or incorrect address (see Section 9).

9Package Returned to Sender (RTS)

• If a package is returned to us because it could not be delivered to the address provided—including refused delivery, an incomplete or incorrect address, or a delivery address disputed or changed after the order has already shipped—this will be treated as a customer-caused return, and a full refund cannot be issued.
• Please make sure your address includes any apartment, unit or floor number. We are not responsible for delivery failures caused by missing address details.
• If the carrier reports a delivery problem, we will contact you by email and, where a mobile number is provided, by text message. If we do not receive a response within 7 days, the package may be returned to us and this Section applies.
• We are happy to reship the order once the correct delivery details have been confirmed. A reshipping fee will apply, calculated according to the actual cost of sending the order again. We will confirm the exact amount before the order is reshipped.
• If a refund is requested instead of reshipment, the actual outbound and return shipping costs charged to us will be deducted from the order total. The remaining balance will then be refunded.

1A handmade painting never matches a photo exactly

Every original painting is painted by hand, to order. No photograph, room mock-up or screen can reproduce a hand-painted artwork exactly. Colour, tone, texture, brushwork and the way the paint catches the light will always differ to some degree from the images on our website, from room mock-ups and from the photos we send you, and they also depend on your screen, the camera and the lighting. These natural differences are part of a handmade painting and are not defects. By placing your order, you accept this.

2Approval photo before shipping

When your painting is finished, we email you photos of it. You have 3 business days to approve it or ask for an adjustment. We send a reminder on day 2. If we have not heard from you by the end of the 3 business days, the painting is treated as approved and ships. Nothing ships before then.

3Adjustments

You can request up to 3 adjustments to colour, tone or detail at no extra charge, each followed by a new photo for your approval. Changes to the composition, subject or size are not included. Adjustments add time, and we confirm the new timing each time.

4Cancellation

• Before production starts: full refund.
• After production has started and before you approve the photo: refund minus the artist's production cost, never more than 25% of the order total.
• After you approve the painting (or the approval window closes), or once it has shipped: the order cannot be cancelled.

5Final sale after approval

Because you approve your painting before it ships, original paintings cannot be returned or refunded once approved, except for damage in transit (below).

6Damage in transit

Report damage within 7 days of delivery with 4 photos: a close-up of the damage, the whole product, the whole outer box, and the shipping label (or a courier claim screenshot if available). Once we have all 4, we will confirm a full refund or a replacement within 3 business days.

7Delivered but Not Received

• If the carrier delivered the package to a different address than the one you provided (carrier error): full refund or replacement within 3 business days.
• Correct address with proof of delivery: refund requests may be denied.
• Buyer refusal or failure to receive: refunds will be denied. This includes packages returned to us because of an incomplete or incorrect address (see Package Returned to Sender above).

Returns 🚫

Due to their unique, handmade, and custom-created nature, handmade sculptures cannot be returned.

Damaged Sculptures

If your sculpture arrives damaged:

• You must report the damage within 7 days of delivery. Please send us all 4 of the following photos: a close-up photo showing the damage in detail, a photo of the entire product, a photo of the entire outer shipping box/package, and a clear photo of the shipping label (or a courier claim screenshot if available).
• Once all 4 photos are received, a full refund will be issued within 3 business days.

Delivered but Not Received

• If the carrier delivered the package to a different address than the one you provided (carrier error), we will refund or replace the order within 3 business days.
• If delivered to the correct address with valid proof (e.g., tracking), refunds may be denied.
• If the buyer refuses or fails to receive the order, refunds cannot be issued. This includes packages returned to us because of an incomplete or incorrect address.

Section 9 (Package Returned to Sender) also applies to handmade sculptures.