Refund Policy

Requesting a return

Contact hello@kumogallery.com within 30 days of receiving your artwork, including your order number and the artwork title. We will provide return instructions and the return address. Please contact us before sending anything back.

Unpacking and inspecting your artwork

You may carefully unpack the artwork to inspect its colour and condition and see how it looks in your room. Opening the packaging for inspection does not, by itself, make the artwork ineligible for return.

The artwork must be returned in the same condition in which it arrived. Please avoid use beyond what is needed for inspection, scratches, stains, damage, framing, or other alterations. Keep the original box and protective materials. Repack the artwork securely in its original packaging and include the certificate of authenticity and all other accompanying items.

Framed and custom works

Standard framed artworks are eligible for return under the conditions above. Artworks framed to your specifications, commissioned artworks, and other works made or personalised to your order are excluded from change-of-mind returns.

These exclusions do not limit our response to damage, defects, or incorrect items present on delivery.

Return shipping

You are responsible for return shipping costs when returning an artwork because you have changed your mind, including when it does not suit your room. We will advise on a safe return method appropriate to the artwork's size.

If your artwork arrives damaged or defective, or we send the wrong artwork, Kumo Gallery will cover the necessary return shipping and shipping of any replacement.

Damage, defects, or an incorrect delivery

Please inspect your artwork as soon as practical after delivery. If there is a problem, promptly email hello@kumogallery.com with your order number, a description, and photos of the affected area, outer box, and packaging. If you cannot provide photos, please contact us for help.

Keep the artwork and packaging until we have reviewed the issue. We will explain the refund or replacement arrangements after checking the condition and availability. Original artworks are unique, so an identical replacement may not be available.

Refunds

Once we receive and inspect the returned artwork, we will tell you whether the refund is approved. Approved refunds are processed to the original payment method within 10 business days. Your bank or card provider may need additional time to post the refund. If more than 15 business days have passed since approval without the refund appearing, contact hello@kumogallery.com.

Your statutory rights

This policy does not limit your rights under applicable law. Where the EU statutory right of withdrawal applies, you can generally notify us of withdrawal within 14 days of receiving the goods. Applicable statutory exceptions, refund deadlines, and other mandatory rights take precedence over this policy.

Contact and return address

Kumo Gallery
hello@kumogallery.com
4-27-42-706 Midoricho, Tokorozawa, Saitama 359-1111, Japan

Please contact us before returning your artwork.