Refund policy

Return & Refund Policy

At Or & Eau Atelier, each artwork is created with care for thoughtfully lived spaces. We want you to feel confident in your purchase and will work with you if there is an issue with your order.

1. 14-Day Return Right

For eligible non-custom items, you may request a return within 14 days of receiving your order.

To start a return, please email us at qq9758450@gmail.com with:

  • Your order number

  • Your full name

  • The reason for your return

  • Photos of the artwork, if relevant

After your request is approved, we will provide return instructions.

2. Return Conditions

To be eligible for a return, the artwork must:

  • Be requested within 14 days of delivery

  • Be returned in its original condition

  • Be unused, undamaged, and free from alteration

  • Be securely packed, preferably in its original protective packaging

  • Be returned with any included documents, certificates, or accessories

Please keep the original packaging until you have decided to keep the artwork.

Do not send an item back before contacting us and receiving return instructions.

3. Return Shipping Costs

If you are returning an eligible item because you changed your mind, selected the wrong size, or no longer wish to keep it, you are responsible for:

  • Return shipping costs

  • Appropriate insurance for the artwork

  • Any customs fees, import charges, or other costs related to returning the item to China

We recommend using a tracked and insured shipping service. Or & Eau Atelier is not responsible for returned items that are lost, damaged, or delayed during return transit.

4. Damaged, Defective, or Incorrect Items

If your artwork arrives damaged, defective, or different from the item you ordered, please contact us as soon as possible at qq9758450@gmail.com.

To help us resolve the matter quickly, please include:

  • Your order number

  • Clear photos of the artwork

  • Clear photos of the outer and inner packaging

  • A brief description of the issue

Where the issue is verified, we will offer an appropriate solution, which may include a replacement, repair, partial refund, or full refund. In these cases, Or & Eau Atelier will cover reasonable return shipping costs where a return is required.

We recommend reporting transit damage within 48 hours of delivery. This helps us make a courier claim quickly, but does not limit any rights you may have under applicable law.

5. Custom and Personalised Artworks

Some artworks may be created to your requested size, colour palette, composition, framing preference, or other personal specifications.

Items that are made to your specifications or are clearly personalised may not be eligible for cancellation or return, except where they are damaged, defective, incorrect, or where applicable law requires otherwise.

A made-to-order item is not automatically excluded from return rights unless it is genuinely made to your individual specifications or clearly personalised.

6. Original Hand-Painted Artwork

Each original hand-painted artwork may contain small variations in brushwork, texture, colour, and finish. These natural characteristics are part of the handmade nature of original art and are not considered defects.

Please note that colours may appear slightly different depending on your screen, lighting, and display settings.

7. Order Cancellation

You may request cancellation by emailing qq9758450@gmail.com as soon as possible.

If your order has not entered production or been dispatched, we will normally issue a full refund.

Once an order has entered production, cancellation may no longer be possible for an artwork made to your individual specifications. Once an order has been dispatched, it cannot be cancelled; however, you may still request a return if the item is eligible under this policy and applicable law.

8. Refund Timing

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

For eligible returns, refunds are issued to the original payment method. We will process the refund within the time required by applicable law. Where permitted, we may wait to issue the refund until we have received the returned artwork or evidence that it has been sent back.

For approved returns under the EU right of withdrawal, we will refund the original standard delivery cost. Any additional delivery charges selected by the customer, such as express shipping, are not refundable unless required by law.

9. Return Address

Returns must be sent only to the return address confirmed in our return instructions:

Or & Eau Atelier
239-104 Jianmei Village, Haicang District
Xiamen, Fujian 361026
China

10. Your Statutory Rights

Nothing in this policy affects your statutory consumer rights. If mandatory consumer protection laws in your country provide you with additional rights, those rights will apply.

11. Contact Us

For questions about returns, cancellations, exchanges, or refunds, please contact:

Or & Eau Atelier
Email: qq9758450@gmail.com

We aim to respond within 1–2 business days.