Refund policy
Thank you for purchasing the unique "Regong Arts" works on our website. We are committed to providing you with high-quality handcrafted artworks. Since each of our works is meticulously hand-painted, featuring uniqueness and irreproducibility, our return and refund policy is designed to balance the special nature of the artworks with your consumer rights.
Please carefully read and understand the following policies before placing an order.
1. Order Cancellation Policy
• 48-Hour Cancellation Window: We understand that you may need time to finalize your decision. Therefore, you may cancel your order free of charge and receive a full refund within 48 hours of placing the order.
• How to Cancel: To cancel your order, please immediately contact our customer service team via email at support@regongarts.com. In the email subject line, clearly state "Order Cancellation Request" along with your order number.
• After 48 Hours: Once 48 hours have passed, your order will be deemed confirmed and enter the processing stage (including artists starting creation or preparing for shipment). At this point, the order cannot be canceled.
2. Our Return and Exchange Policy
Due to the uniqueness and handcrafted nature of each "Regong Arts" work, we do not support returns or exchanges.
In accordance with relevant consumer protection laws in Europe and the United States (e.g., the EU’s Consumer Rights Directive), regular 14-day return/exchange rights without reason do not apply to goods that are specially customized for consumers or have obvious personalized characteristics. Our artworks fall into this category.
• Email Confirmation Process: Before shipping, we will send you the final photos of the artwork via email for confirmation.
• Responsibility After Confirmation: Once you reply to the email to confirm that the artwork is correct, or if you do not raise any objections within 24 hours of receiving the confirmation email, it means you have accepted the final status of the artwork. After that, we will not accept any return, exchange, or refund requests for any reason, unless the product is damaged during transportation.
3. Receipt and Inspection Policy
To protect your rights, please follow the inspection steps below when receiving the package:
Step 1: Inspect the Outer Packaging
Carefully check the outer packaging of the package before signing for it.
• If the outer packaging is severely damaged: If you find obvious damage, signs of being opened, severe deformation, or water damage to the package, please refuse to sign for it on the spot and ask the courier to note "Package Damaged – Refused" on the waybill. After that, please immediately contact us via your registered email, and we will handle the follow-up matters for you as soon as possible.
• If the outer packaging is intact or slightly damaged: You may sign for it normally. However, we strongly recommend that you ask the courier to wait and note "Package Damaged" or "Subject to Inspection" on the delivery receipt to preserve your right to trace any subsequent issues.
Step 2: Unbox and Inspect the Artwork
Please open the package and carefully inspect the artwork inside within 24 hours of signing for it.
• Record an Unboxing Video: We strongly advise you to [record a clear unboxing video from the moment the package is unopened until the artwork is fully revealed]. This video is the most compelling evidence to prove that the artwork was damaged during transportation.
• If Damage is Found: If you unfortunately discover any damage to the artwork, please stop unboxing immediately and send the following materials to our email (support@regongarts.com) within 24 hours of signing for the package:
￮ Your order number.
￮ The clear unboxing video.
￮ Multiple photos that clearly show the outer packaging and the details of the artwork’s damage.
Upon receiving your email, we will immediately initiate the after-sales process to resolve the issue for you.
• Failure to report damage within the specified time (24 hours after signing for the package) and provide complete supporting materials (especially the unboxing video) may affect the processing of your claim.
• Please be sure to keep all original packaging materials (including the box, fillers, etc.) until the issue is resolved, as the logistics company may need to inspect these materials when handling the claim.
4. Solution for Lost Packages
We provide a tracking number for all shipped packages and cooperate with reliable international logistics partners. In the unfortunate event of a lost package, we will handle it according to the following plan:
• Stagnant Package Tracking: If the tracking information for your package has not been updated for an extended period (more than 5 working days) after the estimated delivery date, please contact us immediately.
• Initiate Investigation: We will file an official lost-package investigation with the logistics company on your behalf (this may take some time, usually 1–4 weeks, depending on the logistics company).
• Investigation Results and Solutions:
￮ Option A: Confirmed Lost (Verified by the Logistics Company): Once the logistics company officially confirms that the package is lost, we will offer you two options:a. Full Refund: We will process a full refund for your order immediately.b. Free Re-creation: If you are willing to wait, we will arrange for an artist to re-create an identical artwork for you free of charge (please understand that handcrafted works cannot be 100% identical, but we will strive to replicate the spirit and style of the original) and ship it to you again.
￮ Option B: Package Finally Found and Delivered: If the package is found and successfully delivered to you during or after the investigation, this solution process will be terminated.
￮ Option C: Loss Caused by Incorrect Address: If the investigation reveals that the package was lost due to an incorrect or incomplete address provided by you when placing the order, we will not be held responsible. In such cases, we will do our best to assist you in contacting the logistics company, but any additional re-delivery fees or losses will be borne by you.
Please Note: To protect your rights, be sure to provide an accurate, complete, and detailed delivery address and contact information when placing your order.
5. Contact Us
If you have any questions about our return and refund policy, please feel free to contact us via the following method:
Email: support@regongarts.com
We reserve the right to modify this policy at any time. Any modifications will take effect immediately upon posting on this page.