Refund policy

At XuanArts.com, we are committed to providing premium quality art. Because art is a subjective experience and our pieces are often produced specifically for your order, all sales are considered final with respect to personal preference.

Please review this policy carefully before making a purchase.

Exchange, Return, and Refund Policy

1. General Return Policy

We encourage customers to carefully review all product descriptions, high-resolution images, and mockups provided on our website before completing a purchase.

We do not accept returns, exchanges, or refunds for "change of mind," personal taste, or if the item simply "does not fit" the aesthetic of your space. Once an order is placed and the art has been produced/shipped, we cannot accept it back for these reasons.

2. The 30-Day Guarantee: Defects and Damages

We stand behind the quality of our craftsmanship. We offer a 30-Day Defective Exchange Window if your item arrives damaged or defective.

You have 30 days from the date of delivery to report any issues.

Valid reasons for a claim include:

  • Logistic Damage: The artwork arrived broken, bent, or damaged by the carrier.

  • Manufacturing Defects: Significant print errors, material flaws, or assembly issues.

  • Wrong Item: You received a different size or image than what was ordered.

3. Resolution: Replacement vs. Refund

If your item is confirmed to be damaged or defective, our priority is to make it right by sending a replacement (re-production) free of charge.

We will expedite the production of a new piece to ensure you receive the high-quality art you paid for. Direct refunds are only issued at the sole discretion of XuanArts.com (e.g., if the item is out of stock or cannot be reproduced).

4. How to File a Claim

To request a replacement for a damaged or defective item:

  1. Contact Us: Email support@xuanarts.com within 30 days of delivery.

  2. Provide Proof: You must include your order number and clear photos of the damage/defect (and photos of the packaging if damaged by the carrier).

  3. Wait for Approval: We will review your claim. If approved, we will process your replacement immediately.

Note: You generally do not need to return the damaged item to us unless specifically requested by our support team.

5. Exceptions and Non-Returnable Items

To clarify, the following are not eligible for return or refund:

  • Items where the customer simply dislikes the style or color after delivery.

  • Gift cards.

  • Sale items or clearance merchandise.

  • Damage caused by the customer’s mishandling or improper installation.

Questions?

We are here to help. If you have questions about a specific piece before you buy, or need help with a damaged order, please contact us at support@xuanarts.com.