Our commitment

Buying art online takes trust. Artisoo.com wants you to be satisfied. On top of your legal rights we give a commercial 90-day guarantee from delivery. This covers both oil reproductions and Chinese paintings, including custom work.

Questions: support@artisoo.com. Customer service weekdays 9:00–18:00 China time, usually within 30 minutes to 12 hours.

14-day cooling-off (catalogue works)

For catalogue reproductions, EU/EEA consumers generally have 14 days from receipt to withdraw. Email us. Return shipping for a change of mind is yours unless mandatory law says otherwise. Customers outside the EU should rely on the 90-day guarantee below.

Custom work

Paintings from your photo, instructions, or non-catalogue sizes — oil or Chinese painting — are made to your specification and are usually excluded from cooling-off. We send a photo of the finished work before shipping and do not ship without your approval. Statutory rights and the 90-day guarantee still apply.

90-day satisfaction guarantee

Contact us before returning anything. This guarantee is in addition to your legal rights.

Defect, damage, wrong work

If the painting is defective, damaged in transit, or not what you ordered, email photos. Return shipping is then on us. Slight variations in brushwork and colour are part of hand painting, not a defect.

How to proceed – in 4 steps

Step 1. Email us at support@artisoo.com with your order number, the purchase and delivery dates, the name of the painting and the price paid. Tell us what you would like: a return, an exchange, retouching or a refund. If there is a fault or transit damage, attach photographs.

Step 2. Customer service replies within forty-eight (48) hours to agree the solution with you and to send you the return address and shipping instructions.

Step 3. Send the painting back in its original condition and packaging as far as possible, together with the documents that came with it. Our quality team inspects it as soon as it arrives and we let you know the outcome promptly.

Step 4. The refund is issued within two (2) to three (3) working days of the returned painting reaching us.

Refunds

We refund to the same payment method you used, at no cost to you. A partial refund – a goodwill discount on a painting you decide to keep, for instance – cannot always be handled by the original payment service. In that case we send it by bank transfer with your agreement: all we need are your bank details, and there is no charge to you.

Where you withdraw from the contract, EU/EEA consumers are refunded everything paid, including standard delivery charges, no later than fourteen (14) days from the day we are told of your decision. We may hold the refund until we have received the painting back or you have supplied proof that it was sent, whichever happens first.

Cancellation

You may cancel at no charge until the order ships. After the dispatch notice, cooling-off or the guarantee applies. If custom work has already started, part of the deposit may be kept for work done.

This sits alongside our terms of sale.