Refund policy

KUADROS © · Official policy

Refund, cancellation, returns and satisfaction guarantee policy

At KUADROS, every painting is made by hand, individually, by professional artists. We do not sell digital prints, posters or mass-produced products. This policy explains when an order can be cancelled, how the preview before shipping works, how to return a painting within 30 days of delivery and how withdrawal rights apply to customers in the European Union.

Last updated: October 2, 2026

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Hand-painted artworksEach work is produced individually after the order is placed.
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Preview before shippingWe do not ship the painting until the final preview has been approved.
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Reasonable adjustmentsBefore shipping, the customer can request corrections where appropriate.
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30-day returnsYou can return your painting within 30 days of delivery.

1. The made-to-order nature of our paintings

KUADROS paintings are hand-painted works created after the order is received.

Each painting is commissioned from an artist and produced individually according to one or more of the following:

  • The artwork selected by the customer.
  • The size chosen by the customer.
  • The customer's instructions, preferences or comments.
  • Visual references provided by the customer, where applicable.
  • Adjustments requested during the review process.
  • Final approval of the preview before shipping.
For this reason, our paintings are not prefabricated products or standard stock items. They are made-to-order works, produced individually after purchase and, in many cases, according to the customer's individual choice or decision.

Although, to the extent permitted by applicable law, made-to-order paintings may be excluded from the statutory right of withdrawal, KUADROS voluntarily offers a 30-day commercial return guarantee from delivery, described in section 8.

2. Production starts after purchase

By placing an order on Kuadros.com, the customer understands that KUADROS may begin the production process shortly after the order is confirmed.

This process may include assigning the work to an artist, preparing the canvas and materials, planning the composition, starting the artwork, internal communication with the artist and managing references, size, style and details of the work.

From the moment a painting has been assigned to an artist or has entered production, KUADROS already incurs costs in time, materials, coordination and artistic work.

For this reason, once production has started, the order cannot be cancelled automatically for a change of mind, unless applicable law provides otherwise. Once the painting has been received, the 30-day return guarantee described in section 8 applies.

3. Preview before shipping

Before shipping any painting, KUADROS sends the customer a high-resolution photograph of the finished work.

This preview allows the customer to review the painting before it is shipped.

We do not ship the painting until the final preview has been approved.

Approving the preview means the customer accepts the painting as shown in the photograph sent for final review.

4. Adjustments and satisfaction guarantee before shipping

If the preview does not meet the customer's expectations, KUADROS may offer adjustments before shipping.

These adjustments may include reasonable corrections to color, details, proportions, finish or artistic interpretation, always within the natural limits of a hand-painted work.

Where necessary, KUADROS may also consider assigning the work to another artist.

If, after reasonable adjustments, KUADROS determines that the painting cannot be completed satisfactorily or in accordance with the order, we may offer a suitable solution, which may include a new version, a change of artist, store credit or a refund, as appropriate.

In addition to this pre-shipping guarantee, once the painting has been received the customer has 30 days to request a return, under the conditions set out in section 8.

5. Cancellations before and after production starts

Before production

The customer may request cancellation before the painting has been assigned to an artist or before production has started. If the order has not yet entered production, KUADROS may cancel the order and issue a full refund.

After production starts

Once the painting has been assigned to an artist, prepared, started, painted, adjusted or completed, the order is considered in production and cannot be cancelled automatically for a change of mind.

After delivery

Once the painting has been shipped, the order can no longer be cancelled. From delivery, the customer has 30 days to request a return of the painting, even for a change of mind, in accordance with section 8.

This does not affect the customer's rights in the event of transit damage, defects, order errors or legally applicable lack of conformity.

6. Right of withdrawal for customers in the European Union

Consumers in the European Union may have the right to withdraw from an online purchase within the applicable legal period.

However, European law provides exceptions to the right of withdrawal, including goods made to the consumer's specifications or clearly personalized, and many of our works may fall within those exceptions.

Regardless of these legal exceptions, KUADROS offers all customers the 30-day commercial return guarantee described in section 8, in addition to any statutory rights the consumer may have.

7. Electronic withdrawal button for customers in the European Union

To make it easier for consumers in the European Union to exercise their rights, KUADROS provides a clearly visible electronic withdrawal function in the store.

This function may appear as a button or link with clear wording, for example: “Exercise right of withdrawal” or “Withdraw from the contract here”.

Once the request has been submitted, the customer will receive an automatic confirmation by email. The automatic confirmation shows that KUADROS has received the request and that it will be reviewed under this policy.

KUADROS will review each request according to the nature of the product, the status of the order, the 30-day return guarantee and applicable law.

8. 30-day returns and refunds

KUADROS offers a commercial return guarantee: the customer may request a return of their painting within 30 days of the delivery date, even for a change of mind.

This guarantee does not apply to custom paintings made from photographs, images or references provided by the customer, or to works with customer-requested modifications that depart from the original artwork, except in the case of damage, defects or order errors.

How to request a return

Contact us within the 30-day period with your order number. We will send you the instructions for the return shipment.

Conditions for accepted returns

  • The product must be in the same condition in which it was received.
  • It must not have been used, altered, hung, damaged or handled beyond what is necessary to inspect it.
  • It must be returned in its original packaging or in equally secure packaging.
  • It must include the order number or reference.
  • It must be shipped following the instructions provided by KUADROS.

Return costs

The customer is responsible for the direct costs of return shipping, except in the case of transit damage, defects or order errors, or where applicable law requires otherwise. We recommend using a tracked and insured shipping service.

No fixed restocking fee

KUADROS does not charge a fixed restocking fee on returns.

However, where the law allows, KUADROS may deduct a reasonable amount from the refund if the product has lost value due to unnecessary, excessive or improper handling, or handling beyond what is needed to inspect the work.

Refunds

Where a refund applies, it will be made using the same payment method used for the original purchase, unless another permitted method is expressly agreed. For accepted returns, KUADROS may wait until it receives the returned product or valid proof of return before processing the refund, as appropriate.

9. Transit damage, errors and natural differences

Paintings damaged in transit

KUADROS carefully packs each painting for safe international shipping. If a painting arrives damaged, the customer should contact us as soon as possible and include clear photos of the damaged painting, the outer packaging, the inner packaging, the order number or reference and a description of the problem.

We recommend notifying us within 7 days of delivery so we can handle the case properly with the carrier. This period does not limit any mandatory legal rights the customer may have.

If we confirm that the painting was damaged in transit, KUADROS will offer a suitable solution, which may include repair, replacement, a new painting, store credit or a refund, as appropriate.

Wrong product, defects or order errors

If the customer receives the wrong painting, the wrong size or a product that does not match the approved order, they should contact us with photos and their order number. KUADROS will review the case and, where appropriate, offer a solution at no additional cost.

Natural differences in hand-painted works

Every KUADROS painting is made by hand by an artist. For this reason, there may be small natural differences between the final painting, the reference image and the photographic preview, including variations in brushwork, texture, color, proportion, artistic interpretation or photographic lighting. These differences are part of the nature of a handmade work and are not necessarily considered defects.

10. Frequently asked questions

Can I return my painting?

Yes. You can request a return within 30 days of delivery, even for a change of mind, provided the painting is in the same condition in which you received it. Custom paintings made from the customer's own images are excluded, except in the case of damage, defects or errors.

Can I cancel my order after purchasing?

You can request cancellation before the painting has been assigned to an artist or before production has started.

Because our paintings are commissioned and produced individually after purchase, once production has started the order cannot be cancelled automatically for a change of mind. After delivery, the 30-day return guarantee applies.

Can I request adjustments?

Yes. Before shipping, we send a preview of the painting and the customer can request reasonable adjustments.

What if I don't like the preview?

KUADROS will work with the customer to make reasonable adjustments before shipping. Where necessary, we may also consider a change of artist or another suitable solution.

What if I have already approved the preview?

Once the final preview has been approved, we will ship the painting as shown in the approval photograph.

Even so, after receiving it you have 30 days to request a return, under the conditions in section 8.

Do I have a right of withdrawal if I am in the European Union?

Consumers in the European Union may have a right of withdrawal for online purchases, although this right may not apply to goods made to the consumer's specifications or clearly personalized.

In any case, KUADROS offers all customers the 30-day commercial return guarantee from delivery.

Who pays for return shipping?

The customer pays the direct costs of return shipping, except in the case of transit damage, defects or order errors, or where applicable law requires otherwise.

Does KUADROS charge a restocking fee?

No. KUADROS does not charge a fixed restocking fee on returns.

Where the law allows, KUADROS may deduct a reasonable amount if the product has lost value due to unnecessary, excessive or improper handling by the customer.

Are the paintings really 100% hand-painted?

Yes. All our paintings are made by hand by professional artists, using oil on canvas.

They are not digital prints, posters or mechanical reproductions.

11. Policy summary

  • KUADROS paintings are hand-painted and produced individually after the order is placed.
  • Once a painting has been assigned to an artist or has entered production, the order cannot be cancelled automatically for a change of mind.
  • Before shipping, the customer receives a high-resolution preview and can request reasonable adjustments.
  • The painting is not shipped until the final preview has been approved.
  • You can request a return of your painting within 30 days of delivery, even for a change of mind.
  • Custom paintings made from the customer's own images are excluded from change-of-mind returns.
  • The customer pays return shipping, except in the case of damage, defects or errors, or where applicable law provides otherwise.
  • We do not charge a fixed restocking fee.
  • Customers in the European Union can use the electronic withdrawal button available in the store.
  • We offer solutions in the event of transit damage, defects, order errors or lack of conformity.

Need help with your order?

For help with a cancellation, return, refund, transit damage, order error or exercising the right of withdrawal, contact us through the contact form or the customer service channels available on Kuadros.com.