Refund policy

Refund, Cancellation, Return and Satisfaction Guarantee Policy

Last updated: June 18, 2026

At KUADROS, each painting is created by hand, individually, by professional artists. We do not sell digital prints, posters, or mass-produced products.

Our priority is to provide a transparent, secure, and satisfying experience. That is why this policy clearly explains when an order can be canceled, when a refund can be requested, how our pre-shipping preview works, and how withdrawal rights apply to customers in the European Union.

This policy does not limit any mandatory legal rights you may have under the applicable laws of your country or region.

1. Custom nature of our paintings

The paintings from KUADROS are handmade works created after an order is received.

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

  • 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.

  • The 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, created according to the customer’s individual choice or decision.

To the extent permitted by applicable law, paintings made to order, customized, or produced according to the customer’s specifications may be excluded from the right of withdrawal, cancellation, or return due to a simple change of mind.

2. Production begins after purchase

When 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 artwork to an artist.

  • Preparing the canvas and materials.

  • Planning the composition.

  • Beginning the artistic work.

  • Internal communication with the artist.

  • Managing references, size, style, and artwork details.

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 labor.

For this reason, once the production process has started, the order cannot be automatically canceled due to a change of mind, unless applicable law provides otherwise.

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.

Approval of the preview means that the customer accepts the painting as shown in the photograph sent for final review.

4. Adjustments before shipping

If the preview does not meet the expectations, KUADROS may offer adjustments before shipment.

These adjustments may include reasonable corrections related to color, details, proportions, finish, or artistic interpretation, always within the natural limits of a handmade painting.

When necessary, KUADROS may also assess the possibility of assigning the work to another artist.

Our goal is for the customer to receive a satisfactory painting before shipment, while still respecting the handcrafted, manual, and personalized nature of the product.

5. Pre-shipment satisfaction guarantee

KUADROS offers a pre-shipment satisfaction guarantee.

This means that, before sending the painting, we will work with the customer to make reasonable adjustments when the artwork requires corrections.

If, after reasonable adjustments, KUADROS determines that it is not possible to complete the painting satisfactorily or in accordance with the order, we may offer an appropriate solution, which may include a new version, artist reassignment, store credit, or a refund, depending on the case.

This guarantee does not turn a custom-made painting into a standard returnable product simply because the customer changes their mind once it has already been produced, approved, or shipped.

6. Cancellations before production begins

The customer may request cancellation of their order before the painting has been assigned to an artist or before production has begun.

If the order has not yet entered production, KUADROS may cancel the order and issue a full refund.

To request a cancellation, the customer must contact us as soon as possible and include their order number.

7. Cancellations after production begins

Once the painting has been assigned to an artist, prepared, started, painted, adjusted, or completed, the order is considered to be in production.

From that point on, the order cannot be automatically cancelled due to a change of mind, as the work is being created individually for the customer and KUADROS has already incurred production costs, artistic time, materials, and coordination.

Nevertheless, before shipment, KUADROS will continue to offer the customer the opportunity to review the preview and request reasonable adjustments.

8. Approved and shipped orders

Once the customer approves the final preview and the painting is shipped, cancellations, returns, or refunds are not accepted for change of mind on paintings made to order, customized, or produced according to the customer’s specifications, except where applicable law states otherwise.

This does not affect the customer’s rights in the event of transport damage, defect, order error, or legally applicable lack of conformity.

9. Right of withdrawal for European Union customers

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

However, European legislation provides exceptions to the right of withdrawal, including products made to the consumer’s specifications or clearly personalized.

Due to the nature of paintings by KUADROS, many of our works may be excluded from the right of withdrawal once they have been ordered, assigned to an artist, produced, adjusted, approved, or shipped.

This may apply especially a:

  • paintings made individually after the order is placed.

  • Works commissioned in a size selected by the customer.

  • Reproductions made from a work, image, reference, or specific request.

  • paintings adjusted or modified in line with the customer’s comments.

  • Works approved via preview before shipping.

  • Any non-prefabricated painting produced according to an individual choice or decision made by the customer.

When a withdrawal request relates to a made-to-order, customised painting, or one produced according to the customer’s specifications, KUADROS may refuse the return or refund for change of mind, to the extent permitted by applicable law.

10. Electronic withdrawal button for European Union customers

To make it easier for European Union consumers 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 the right of withdrawal”

or

“Withdraw from the contract here”

This button or link may be available in the store footer, the refund policy, the returns page, the customer self-service area, or another visible place within the store.

The electronic withdrawal function allows the customer to submit a withdrawal request easily.

The process includes two steps:

  1. The customer indicates that they wish to exercise the right of withdrawal.

  2. The customer confirms the request by providing their name, email address, and order number or reference.

Once the request has been submitted, the customer will receive an automatic confirmation by email.

The automatic confirmation only confirms that KUADROS has received the request. It does not mean that the order is automatically eligible for a refund if the painting is excluded from the right of withdrawal because it is made to order, customised, or produced according to the customer’s specifications.

KUADROS will review each request according to the nature of the product, the order status, and applicable law.

11. Non-customised or non-excluded products

If a product sold by KUADROS is not excluded from the right of withdrawal and has not been made to order, customised, or produced according to the customer’s specifications, the EU consumer customer may exercise the right of withdrawal within the applicable legal period.

For non-excluded physical products, the withdrawal period is calculated from delivery of the product, in accordance with applicable law.

KUADROS may offer a commercial return period of up to 30 days from delivery for eligible products, provided the product meets the return conditions set out in this policy.

This commercial period does not reduce any minimum legal rights that may apply to the customer.

12. Conditions for accepted returns

When a return is accepted, the product must meet the following conditions:

  • Be in the same condition in which it was received.

  • Not have been used, altered, hung, damaged, or handled beyond what is necessary to inspect it.

  • Be returned with its original packaging or with equally secure packaging.

  • Include the order number or reference.

  • Be sent following the instructions provided by KUADROS.

KUADROS may reject a return if the product comes back damaged, altered, incomplete, or in a condition that prevents proper inspection.

13. Return costs

Where a return is accepted due to a change of mind or the valid exercise of the right of withdrawal, the customer shall be responsible for the direct costs of return shipping, unless KUADROS expressly states otherwise or applicable law requires something different.

The customer must use a secure shipping method suitable for artworks, preferably with tracking.

KUADROS is not responsible for products lost or damaged during return shipping arranged by the customer.

14. No restocking fee for valid European Union withdrawals

KUADROS does not apply a fixed restocking charge or restocking fee to the valid exercise of the statutory right of withdrawal by European Union consumers.

However, where the law permits, KUADROS may deduct a reasonable amount from the refund if the product has suffered a loss in value caused by handling that was unnecessary, excessive, improper, or beyond what is needed to inspect the artwork.

This deduction is not a fixed penalty, but a proportional compensation for any loss in value where applicable.

15. Refunds

Where a refund is due, it will be issued using the same payment method used for the original purchase, unless another permitted method is expressly agreed.

In the event of an accepted return, KUADROS may wait to receive the returned product or valid proof of return before processing the refund, as appropriate.

If the return concerns a valid exercise of the European Union right of withdrawal, the refund will include the amounts legally refundable, including standard shipping costs where applicable.

Any additional costs arising from special, express, or upgraded shipping methods beyond standard shipping will not be refunded, unless applicable law states otherwise.

16. 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.

  • Photos of the outer packaging.

  • Photos of the inner packaging.

  • Order number or reference.

  • Description of the issue.

We recommend notifying us within 7 days of delivery so we can properly handle the case with the shipping company.

This timeframe does not limit any mandatory legal rights the customer may have.

If we confirm that the painting was damaged during transit, KUADROS will offer an appropriate solution, which may include repair, replacement, a new painting, store credit, or a refund, depending on the case.

17. Incorrect product, defect, or order error

If the customer receives an incorrect painting, an incorrect size, or a product that does not match the approved order, they must contact us with photos and their order number. order.

KUADROS will review the case and, where appropriate, provide a resolution at no additional cost.

This resolution may include correction, replacement, a new painting, store credit, or a refund, as applicable.

18. Natural variations in handmade paintings

Each KUADROS painting is created 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, proportions, artistic interpretation, or photographic lighting.

These differences are part of the nature of a handmade artwork and are not necessarily considered defects.

However, before shipment, the customer may review the preview and request reasonable adjustments if they believe the painting requires corrections.

19. Frequently asked questions

Can I cancel my order after purchasing?

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

As our paintings are commissioned and produced individually after purchase, once production has begun the order cannot be cancelled automatically due to a change of mind.

Can I request adjustments?

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

What happens if I do not like the preview?

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

What happens if I have already approved the preview?

Once the final preview has been approved, we understand that the customer accepts the painting as shown in the approval photo.

After approval and shipment, returns or refunds are not accepted for a change of mind on made-to-order, customized, or customer-specified paintings, unless applicable law provides otherwise.

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. However, this right may not apply to products made to the consumer’s specifications or clearly personalized.

Because paintings from KUADROS are produced individually after the order, many works may be excluded from this right, to the extent permitted by applicable law.

Even so, KUADROS provides an electronic option for European Union customers to submit a withdrawal request, which will be reviewed according to the nature of the product and the status of the order.

Who pays for return shipping?

When a return is accepted due to a change of mind or the valid exercise of the right of withdrawal, the customer will be responsible for the direct cost of return shipping, unless KUADROS expressly states otherwise or applicable law requires something different.

Does KUADROS apply a 15% restocking fee?

KUADROS does not apply a fixed restocking fee or restocking fee to the valid exercise of the statutory withdrawal right of European Union consumers.

Where the law allows, KUADROS may deduct a reasonable amount if the product has suffered a loss in value caused by handling unnecessary, excessive, or incorrect on the part of the customer.

Are paintings really 100% handmade?

Yes. All our paintings are hand-painted by professional artists using oil on canvas.

They are not digital prints, posters, or mechanical reproductions.

20. Summary of our policy

  • paintings from KUADROS are handmade and produced individually after the order is placed.

  • Many paintings may be considered made-to-order, customized, or produced according to the customer's specifications.

  • Once a painting has been assigned to an artist or has entered production, the order cannot be cancelled automatically due to a change of mind.

  • Before shipping, the customer receives a high-resolution preview.

  • The painting is not shipped until the final preview has been approved.

  • Before shipping, the customer may request reasonable adjustments.

  • After approval and shipment, no returns are accepted for change of mind on made-to-order or customized products, unless applicable law provides otherwise.

  • Customers in the European Union may use the electronic withdrawal button available in the store.

  • Automatic confirmation of a withdrawal request does not mean automatic acceptance of a refund if the product is legally excluded.

  • For accepted returns, the customer pays the return shipping, unless applicable law states otherwise.

  • We do not apply a fixed restocking fee when EU consumers validly exercise their legal right of withdrawal.

  • We offer solutions in the event of damage during transport, defects, order errors, or lack of conformity.

21. Contact

To request help with a cancellation, return, refund, transport damage, order error, or the exercise of the right of withdrawal, contact us via the contact form or through the customer service channels available at Kuadros.com.

KUADROS ©
Hand-made oil painting reproductions, with the quality of professional artists and a satisfaction guarantee.