Refund policy

Return and Refund Policy

This policy explains how returns, refunds, cancellations, and damaged deliveries are handled. I do not offer an additional voluntary return period beyond the rights provided by applicable law. Your statutory consumer rights remain fully protected.

1. Right of Withdrawal and Returns

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies. To exercise your right of withdrawal, please notify me within the applicable withdrawal period by emailing art@mahaqasim.com, or click the Customer Support link on the website. Please include your order number and a clear statement that you wish to withdraw from your purchase.

After you notify me that you wish to cancel, you must then send the painting back without undue delay and within 14 days of notifying me of your withdrawal.

I will refund eligible cancelled orders within 14 days after I am informed of your cancellation, but I may withhold the refund until I receive the artwork back in its original condition and packaging.

You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the artwork, as permitted by law.

For eligible cancellations, I will refund the product price and the cost of standard delivery, if you paid for delivery. I am not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

Customers outside the European Union may have different statutory rights depending on their location and the laws applicable to their purchase. Nothing in this policy excludes any mandatory rights that apply to you.

To request a return or a cancellation, contact me by emailing art@mahaqasim.com.

2. Commissioned and Personalized Paintings

Commissioned paintings are created according to an individual customer's agreed specifications, preferences, or personal requirements.

Under applicable consumer law, the right of withdrawal may not apply to goods made to the consumer's specifications or clearly personalised. Whether this exception applies depends on the nature of the commission and the applicable law.

Where a commission qualifies for this exception, I will communicate the relevant information before the order is placed.

This exception does not remove your rights if the painting is faulty, damaged, or does not conform to the agreed specifications.

If you are considering a commission, please contact me before ordering if you have any questions about the process or applicable terms.

3. Return Conditions and Shipping Costs

If you exercise a statutory right of withdrawal, please take reasonable care of the painting and package it securely for return.

• Contact me before returning the artwork so I can provide the correct return instructions.
• Include your order number or other information identifying your purchase.
• Use suitable protective packaging to help prevent damage in transit.
• I recommend using a tracked and insured shipping service for valuable artwork.

Where permitted by law, you are responsible for the direct cost of returning a painting when exercising your right of withdrawal, provided you were informed of this responsibility before purchase.

If I am required by law to cover the return costs, including in cases involving faulty or non-conforming goods, you will not be responsible for those costs.

Please wait for my return instructions before sending artwork back.

4. Damaged, Faulty, or Incorrect Artwork

Every painting is carefully prepared for shipment. However, damage can occasionally occur during delivery.

If your painting arrives damaged, faulty, or different from the artwork you ordered, please contact me at art@mahaqasim.com immediately.

Please include:

• Your order number.
• A description of the issue.
• Photographs of the painting and, where relevant, the packaging and shipping damage.

If possible, retain the packaging until the issue has been resolved.

I will review the matter and work with you towards an appropriate solution in accordance with applicable law. Depending on the circumstances, your legal remedies may include repair, replacement where feasible, a price reduction, or a refund.

You will not be charged for remedies or return shipping costs that I am legally required to cover.

Your statutory rights concerning faulty or non-conforming goods apply independently of the change-of-mind withdrawal policy.

5. Refunds

If you validly exercise your statutory right of withdrawal, I will refund the payments covered by that right in accordance with applicable law.

For EU consumer withdrawals, refunds are generally due within 14 days of receiving your withdrawal notification. I may withhold the refund until I have received the returned painting in its original packaging and condition.

Where required by law, the refund includes the cost of the least expensive standard delivery option I offered. Additional costs resulting from your choice of a more expensive delivery method may not be refundable.

I will notify you after I receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

Please inspect your order when you receive it and contact me immediately if an item is defective or damaged, or if you received the wrong item.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

6. International Returns

I ship artwork internationally, and return shipping arrangements, insurance, customs procedures, and delivery times may vary depending on your location.

For change-of-mind returns, the customer is generally responsible for the direct return shipping costs where permitted by law and where this responsibility was disclosed before purchase.

For faulty, damaged, or incorrect orders, I will work with you to determine the appropriate solution in accordance with applicable law.

If an international return requires a customs declaration, please ensure it accurately describes the returned goods and the purpose of the shipment. 

Customs duties, import taxes, and other charges are subject to the relevant authorities' rules. Any recovery or refund of these charges depends on the applicable customs procedures and law.

7. Exchanges

Each original oil painting is unique, therefore an exchange will not be possible.

8. Order Cancellations

I offer a 15 minute cancellation window for international orders. For EU orders, I offer cancellation until fulfilment. If you still wish to cancel an order before it has been dispatched, please contact me as soon as possible at art@mahaqasim.com. I will do my best to stop the shipment where possible.

If the painting has already been dispatched, the applicable withdrawal and return procedures will apply.

For commissioned paintings, cancellation arrangements will depend on the stage of the work, the agreement made before the commission began, and applicable law. Any cancellation terms will remain subject to mandatory consumer rights.

9. Your Statutory Rights

This policy does not exclude, restrict, or replace any rights you may have under applicable consumer protection law.

Depending on your location and circumstances, these rights may include the right to withdraw from an online purchase, rights relating to faulty or non-conforming goods, and other mandatory remedies.

Where applicable law provides you with greater protection than this policy, your statutory rights take precedence.

10. Contact Information

If you have questions about a return, refund, cancellation, or existing order, please contact me:

Email: art@mahaqasim.com

Thank you for supporting my work and choosing an original painting for your home or collection. I appreciate your trust and will do my best to handle any concerns with care and fairness.