Our Commitment to You
At OilViva, every painting is handcrafted by a dedicated artist — not mass-produced. We stand behind the quality of our work and want you to feel confident in your purchase. If something isn’t right, we’ll make it right.
30-Day Return Policy
We offer a 30-day return window on all ready-made paintings purchased from our Shop. If 30 days have passed since your order was delivered, we may not be able to offer a full refund or exchange, but please contact us — we always try to find a solution.
Eligibility for Returns
To be eligible for a return, your painting must be:
- Unused and in the same condition that you received it
- In its original packaging (where possible)
- Accompanied by proof of purchase or order confirmation
Please note: we cannot accept returns on items that have been damaged through misuse, neglect, or improper handling after delivery.
Non-Returnable Items
The following items are not eligible for return:
- Custom Oil Paintings — Because each custom painting is a one-of-a-kind commission created from your reference photo and specifications, custom orders cannot be returned or refunded. This is an industry standard for commissioned artwork. We work closely with you throughout the process — sending composition sketches and progress photos — so you’re fully part of the creative journey before the final brushstroke.
- Digital products (if offered)
- Gift cards
Custom Painting Guarantee
While custom paintings are non-returnable, we stand behind our quality with these commitments:
- Preview Approval: Before we ship, we send you high-resolution photos of your finished painting. You review and approve before it leaves the studio.
- Free Revisions: If the painting doesn’t match the composition or color palette we agreed on, we’ll revise it at no additional cost.
- Damage-Free Delivery Guarantee: If your custom painting arrives damaged due to shipping, we will repaint it or issue a full refund — your choice.
Refund Process
Once we receive and inspect your returned item, we’ll send you an email confirmation. If approved, your refund will be processed to your original method of payment within 5–10 business days.
Late or Missing Refunds
If you haven’t received your refund after 10 business days:
- Check your bank account again
- Contact your credit card company — refund posting times vary
- Contact your bank — processing times differ
- If you’ve done all of the above and still haven’t received your refund, contact us at hello@oilviva.com
Partial Refunds
Partial refunds may be granted in these situations:
- The painting shows signs of use or handling beyond what would be expected from inspection
- The item is returned more than 30 days after delivery (at our discretion)
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange a painting for the same item due to shipping damage, email us at hello@oilviva.com with photos of the damage within 48 hours of delivery.
Shipping for Returns
To return a ready-made painting:
- Email hello@oilviva.com with your order number and reason for return
- We’ll provide you with return shipping instructions
- Pack the painting securely in its original packaging
- Ship the item to the address we provide
Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product). Original shipping costs are non-refundable.
For higher-value paintings, we recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee receipt of returned items shipped without tracking.
Damaged or Lost Shipments
If your painting arrives damaged or is lost in transit:
- Report the issue within 48 hours of delivery (or expected delivery for lost packages)
- Include clear photos of the damage to both the packaging and the painting
- We will arrange a replacement, repair, or full refund — at your preference
Sale Items
Only regular-priced paintings are eligible for refund. Items purchased on sale or with a promotional discount are final sale and cannot be refunded.
Gifts
If the item was marked as a gift at purchase and shipped directly to you, you’ll receive a gift credit equal to the value of your return. If the item was not marked as a gift, the refund will be issued to the original purchaser.
Contact Us
Questions about returns, refunds, or your specific order? We’re here to help:
- Email: hello@oilviva.com
- Response time: Within 1 business day
- Contact page: oilviva.com/contact
Last updated: June 2026