Velorart accepts eligible return requests within:

30 days after delivery

If you would like to request a return, please contact our customer support team first and provide:

• Order number
• Reason for your return request
• Relevant photos or supporting information when applicable

Please do not send any artwork back before receiving return approval and instructions from Velorart.

Returns sent without prior authorization may not be accepted.

Important:
Please do not send returns to our registered company address. Our registered office is not a standard return facility. We will provide the correct return instructions and return address according to your order situation.

To qualify for a return and refund, the artwork must meet the following requirements:

• The return request must be submitted within 30 days after delivery.
• The artwork must remain in its original condition without damage, alteration, or modification.
• The artwork must be returned in the same condition as received.
• Original protective packaging should be used whenever possible.
• Proof of purchase, such as an order confirmation email or order number, must be provided.

Because every Velorart artwork is individually hand-painted, natural variations in:

• Brush strokes
• Texture
• Color layering
• Artistic details

are considered unique characteristics of handmade artwork and are not considered defects.

Each artwork is created by hand, making every piece unique.

Before shipment, every Velorart artwork is carefully inspected and professionally packaged.

If your artwork arrives:

• Damaged during transportation
• Defective
• Incorrect compared with your order

please contact us within:

48 hours after delivery

To help us resolve the issue efficiently, please provide:

• Order number
• Clear photos of the artwork
• Photos or videos showing the issue
• Photos of the outer packaging
• Photos of the inner protective packaging
• Shipping label information if available

Please keep the original packaging until your claim has been resolved.

After reviewing your request, Velorart will provide an appropriate solution, which may include:

• Replacement artwork
• Repair assistance
• Refund
• Other suitable resolution depending on the circumstances

If the issue is confirmed to be caused by our error or shipping damage, Velorart will cover the applicable return or replacement costs.

At Velorart, many artworks can be customized according to customer preferences, including:

• Custom sizes
• Color adjustments
• Personalized compositions
• Special artwork requests

Because customized artworks are created according to specific customer requirements, they are reviewed individually and may not qualify for standard returns due to personal preference or change of mind.

However, if a custom artwork arrives damaged, defective, or does not meet the approved requirements, please contact us. Our team will carefully review the situation and provide assistance.

If you need to modify or cancel a custom artwork order, please contact us as soon as possible before production begins.

Once artwork creation has started, cancellation or modification requests may depend on the production stage.

Returns Due to Customer Preference

If a return request is caused by:

• Change of mind
• Personal preference
• Incorrect size selection
• Artwork not matching your space expectations

the customer is responsible for return shipping costs.

Returns Due to Velorart’s Error

If the return is caused by:

• Incorrect artwork received
• Confirmed production issue
• Artwork damaged during transportation

Velorart will provide an appropriate solution and cover applicable return or replacement costs.

Restocking Fee

Velorart does not charge any restocking fee for approved returns that meet the requirements of this policy.

To request a return, please follow these steps:

Step 1 — Contact Velorart

Contact our support team within the applicable return period and provide:

• Order number
• Return reason
• Supporting information

Step 2 — Receive Return Approval

Our team will review your request and confirm whether your return is eligible.

If approved, we will provide:

• Return instructions
• Correct return address
• Additional requirements if needed

Please wait for approval before shipping your artwork.

Step 3 — Ship the Artwork

After receiving return approval, carefully package the artwork to prevent damage during transportation.

Whenever possible, please use the original protective packaging.

Step 4 — Inspection

Once the returned artwork arrives, our team will inspect its condition.

After inspection, we will notify you regarding the approval status of your refund or exchange request.

After we receive and inspect the returned artwork, Velorart will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within:

5–7 Business Days

Please note that your bank, credit card provider, PayPal, or other payment provider may require additional time to complete the refund process.

If you would like to exchange an artwork, please contact us first.

Depending on the artwork condition, availability, and order details, Velorart may assist with:

• Replacement options
• Alternative artwork selection
• New order arrangements

If you need to cancel your order, please contact us as soon as possible.

We will do our best to assist before:

• Artwork production begins
• Customization starts
• Shipping preparation begins

Once an artwork has entered production or shipping preparation, cancellation requests may not always be possible.

For questions regarding returns, refunds, exchanges, or damaged artwork claims, please contact our support team.

Velorart Gallery
Original Hand-Painted Oil Paintings

Company:
Hat Trick Digital Marketing Limited

Email:
service@velorart.com

Phone:
+852 9353 0491

Company Address:
Room 18, 2/F, TUSPARK,
118 Wai Yip Street, Kwun Tong,
Kowloon, Hong Kong

Return Address Notice:
Please contact Velorart before sending any return. The company address above is our registered office address and is not a standard return facility.