Each of our paintings is handcrafted by professional artists, so slight variations in color and texture may occur. We will provide photos of the artwork before shipping to ensure your satisfaction.

Of course, if you're not completely satisfied with your purchase, we're here to help. Simply follow the step-by-step return process below for a smooth and hassle-free experience.

 

Step 1: Review Eligibility

Before starting the return process, please ensure that your item meets the following eligibility criteria:

- The item is in its original condition, unused, and in the original packaging.
- You initiate the return within 30 calendar days from the date of purchase.

Step 2: Contact Customer Support

To initiate a return, please contact our Customer Support Team at  support@huesartlab.com and provide the following information:

- Your order number.
- The reason for your return.

Items sent back to us without first requesting a return will not be accepted.

Step 3: Review Return Request

Our Customer Support Team will review your request and, If eligible, we will provide you with return process instructions and the return address.

If your return is due to a our error or a defective item, we will cover the return shipping cost.

If the return is not due to our error, you will be responsible for return shipping costs.

Step 4: Prepare Your Return

- Carefully package the item(s) you are returning in the original packaging.
- Ensure that all accessories, manuals, and any included items are included in the return package. 

Step 5: Inspection and Processing

Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. We will process your return based on the following:

- If the return is approved, we will issue a refund to your original payment method or provide a replacement, depending on your preference.
- If the return is not approved, we will contact you to discuss the next steps.

If you have any questions or need assistance with your return, please reach out to our Customer Support Team at  support@huesartlab.com. We're here to assist you throughout the return process.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We will need to work with you to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, wrapping, and damage to the piece caused by shipping company. If an item is lost in transit, we will work diligently with you to either replace it or offer a refund.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

 

Holiday Collection Refund Policy

Holiday-themed products, such as items from our Halloween, Christmas, and other seasonal collections, are unique and tied to specific occasions. Due to their time-sensitive nature and the fact that they are not part of our regular inventory, these items are not eligible for refunds. This policy helps us ensure efficient inventory management and fair availability during the holiday season.

 

Handmade product variance disclaimer :

Each of our paintings is handcrafted by professional artists, so slight variations in color and texture may occur. We will provide photos and videos of the artwork before shipping to ensure your satisfaction.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@huesartlab.com.

 

Please note that we reserves the right to update or modify this policy at any time without prior notice. We recommend reviewing our return policy periodically for any changes.