Refund policy

Returns & Artwork Purchases

Original and one-of-a-kind artworks

All sales of original, unique and one-of-a-kind artworks are final. We do not accept returns or exchanges because of a change of mind, personal preference, a change in the intended installation location or differences that are inherent in viewing an artwork on a screen.

Before completing a purchase, the collector may request additional photographs, a video consultation, a condition report and further information about the artwork. Dimensions are stated as accurately as possible. Screen settings, lighting and photography may cause colour, texture and surface details to appear differently from the physical artwork.

Price-on-request and private sales

An inquiry, reservation request or request for price does not create a binding sale. An artwork is secured only after the gallery confirms availability and the collector accepts the written offer, invoice or checkout terms. Because artworks are unique, availability may change before payment is completed.

Cancellations

If a cancellation is requested before packing, specialist preparation, collection from the artist or shipment has begun, we may consider it at our discretion. Any non-refundable costs already incurred may be deducted. Custom, commissioned, modified, framed-to-order or specially crated works cannot be cancelled after production or preparation begins.

Exceptions

We will review a claim when:

  • the artwork received is not the artwork ordered;
  • the artwork materially differs from its written description;
  • the artwork arrives damaged and the damage procedure in our Shipping, Delivery & Damage Claims Policy is followed.

The collector must contact office@totuartp2.com within 48 hours of delivery and must not return an artwork without written authorization. Unauthorized returns may be refused.

Approved remedies

After reviewing the documentation, we may offer an appropriate remedy, including professional conservation or repair, an insurance claim, replacement where a replacement exists, a partial refund or a refund after the artwork is returned in accordance with our instructions. The remedy depends on the artwork, the nature of the issue and the applicable carrier or insurer requirements.

Approved refunds are issued to the original payment method within 10 business days after the required review or authorized return is completed. Bank processing times may vary.

Return shipping

If we authorize a return because we supplied the wrong artwork or confirmed a material misdescription, we will provide instructions and determine the appropriate transport method. For high-value or fragile works, only an approved art handler or carrier may be used. The collector must retain the original packaging until the matter is resolved.

Nothing in this policy limits any non-waivable rights available under applicable law.