Informativa sui rimborsi

Last Updated: December 14, 2025

At Natali Lukas Art, we take pride in creating high-quality original paintings and custom commissioned artwork. This policy outlines our refund and return procedures.

1. CUSTOM ARTWORKS

Commission orders require a non-refundable 50% deposit to begin work. The remaining 50% balance is due before shipping.

Once you approve the final artwork, the sale is final and cannot be returned or refunded. Custom commissions include:

• Personalized illustrations and drawings

• Custom orders made to your specifications

• Digital items and instant downloads.

TIMELINE FOR COMMISSION COMPLETION

Custom commissions typically take 1-6 weeks from deposit to completion:

• Small orders: 1-2 weeks

• Large orders: 2-6 weeks

APPROVAL PROCESS:

• You will receive progress updates at key stages (initial sketch, refined sketch, final piece)

• You have 1-2 rounds of minor revisions in sketch and 1-2 rounds of minor revisions in painting included in the commission price

• Major changes or additional revisions beyond 3 rounds may incur additional fees

• You must respond to approval requests within 7 days, or the artwork will be considered approved.

REVISION DEFINITION:

Minor revisions include small color adjustments, positioning changes. Major revisions include changing the size, surface, subject, composition, or style.

CANCELLATIONS:

• If you cancel before the initial sketch is created, you may receive a partial refund minus any work already completed.

• Once the first sketch has been sent for your review, the deposit becomes non-refundable.

• If you fail to respond to approval requests within 7 days, work proceeds, no refund will be issued.

• Once you approve the final artwork, the commission is non-refundable.

• If we cannot reach agreement on the commission (e.g., requests exceed the scope of the original agreement or more than 3 major revisions are requested), I reserve the right to cancel the order and issue a partial refund based on work completed.

2. READY-MADE ARTWORK & PHYSICAL PRODUCTS

For non-custom, ready-made items, I offer a 14-day return policy from the date you receive your item.

3. RETURN

3.1. HOW TO START TO RETURN

Contact us through our website contact form from the email address you used when ordering. You will need proof of purchase including:

• Transaction number

• Order date

• Photographs of items (for new, damaged or defective items)

• Tracking number

• Shipping address

• Email address used for the order.

Wait for return authorization. If your return is approved, you will receive instructions for shipping the item back to the original sender address in Ukraine.

3.2. RETURN SHIPPING:

• You are responsible for return shipping costs.

• You are responsible for any customs duties or taxes on return shipments to Ukraine. These fees cannot be reimbursed.

• You must ship with a tracking number and provide it to me.

• I recommend insured shipping with the same careful packaging we used for shipment.

• Items sent back without prior approval will not be accepted.

3.3. RETURN ELIGIBILITY REQUIREMENTS

NON-RETURNABLE ITEMS:

• Custom commissions and personalized artwork (without damages and defects).

• Digital downloads.

• Sale items with discounts over 30%.

• Gift cards.

DAMAGES AND DEFECTS

Reporting Damage:

• Inspect your order immediately upon delivery.

• Take photos of the packaging and damage before opening completely

• Report any damage to packaging or artwork within 48 hours of delivery

• Contact me immediately as described above in paragraph 3.1.

EXCHANGES

Your item must be:

• In the same condition you received it

• Unworn or unused

• In its original packaging with all tags attached.

• I do not offer direct exchanges. To exchange an item, please return it following the process above in paragraph 3.1. Once the return is accepted, place a new order for the item you want.

4. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

• If your order is shipped to the European Union, you have the right to cancel or return ready-made items within 14 days of receipt for any reason.

• To exercise this right, contact me at ask-buy@ntlukas.com with your order details as described in paragraph 3.1.

• You are responsible for return shipping costs. These fees cannot be reimbursed, as described in paragraph 3.2.

• The item must meet the return eligibility requirements listed in paragraph 3.3.

• Custom orders are exempt from this cooling-off period under EU law as they are made to your specifications.

5. REFUNDS

5.1. REFUND PROCESSING.

Once I receive and inspect your returned item, I will notify you whether your refund has been approved. If approved, refunds will be processed to your original payment method within 10-14 business days. Please note:

• Payment processing fees (approximately 3-5%) may be deducted from your refund

• Original shipping costs are non-refundable (unless item is defective, or wrong item shipped)

• Your bank or credit card company may take additional time to post the refund.

5.2. PARTIAL REFUNDS.

Partial refunds may be granted in cases where:

• Item has minor imperfections that were not disclosed

• Return is made to the 30-day window, item is unused

• Artwork is returned without original packaging.

5.3. REFUND EXCEPTIONS.

We reserve the right to refuse refunds if:

• The return request is made after the 30-day window

• The artwork has been damaged, altered, or is not in original condition