Refund policy

Return and refund policy
Last updated: December 27, 2025

 

All Sales Final All sales of original artwork are considered final. Due to the unique, one-of-a-kind nature of the work, we do not accept returns or offer refunds for changes of mind, buyer’s remorse, or subjective differences between the digital image and the physical artwork. Your item is eligible for a return only if it is damaged in transit or if you received the wrong item.

Damages and Issues Please inspect your order immediately upon reception. Because our shipments are fully insured, strict reporting timelines apply.

  • Reporting Window: If your item arrives damaged, you must contact us at contact@loisvoirol.com within 24 hours of delivery. (Note: We strictly require 24 hours to comply with our insurance provider’s terms. Claims made after 24 hours are automatically denied).

  • Required Evidence: To file a claim, you must provide:

    1. Photographic proof of the damaged shipping box before opening it (if possible) and after.

    2. Photographic proof of the damaged artwork.

    3. A copy of your receipt.

Upon approval, we will manage the insurance claim and discuss the resolution (replacement, repair, or refund).

Exceptions / Non-Returnable Items

  • Custom Framed Works (The Atelier Collection): All framed works are custom-configured (Wood Species, Profile) and hand-assembled specifically for your order. As these are bespoke, made-to-order goods, they are Final Sale and cannot be returned.

  • Gift Cards: Non-returnable.

European Union (EU) 14-Day Right of Withdrawal Only applicable if the merchandise is shipped to a customer within the EU. Notwithstanding the above, EU customers have the right to cancel or return certain orders within 14 days of receipt. However, this right is subject to strict legal exceptions:

  1. Custom Framed Artworks (EXEMPT): In accordance with EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer’s specifications. Therefore, all Custom Framed Artworks are Final Sale and cannot be returned.

  2. Unframed Artworks: You may return unframed works within 14 days. To exercise this right, you must notify us at contact@loisvoirol.com.

    • Condition: The item must be returned in perfect, original condition with all original packaging.

    • Cost: You are responsible for all return shipping costs and mandatory shipping insurance. We will not refund original shipping charges.

Refunds We will notify you once we’ve received and inspected any eligible return. If approved, you’ll be automatically refunded on your original payment method. Please allow up to 10 business days for your bank or credit card company to process the refund.