Chat on WhatsApp — usually an immediate reply. Email is also available, with replies usually within 12 hours.
Every piece we supply is painted by hand to your order. That changes how a returns policy has to work, so this page sets out what happens if something is wrong. Any question at all, write to support@palettemomento.com.
Nothing ships until you approve it
We confirm the design and the sizes before we start, send photographs of each finished canvas, and ship only once you have approved them. This is the main reason we see very few claims. Nothing leaves the studio that you have not already seen.
Because of that, the moment to raise anything is during the approval stage, while we still have every option open. Tell us then and we correct it before the piece is packed.
Painted to order, so no change of mind returns
Every canvas is made for one order, often at a size or in a palette that exists nowhere else, so it cannot go back into stock or be sold to anyone else. For that reason we do not accept returns or exchanges for change of mind. This is the standard position across made to order work and it is why the approval step matters.
Checking the goods at collection
Please have your forwarder check the consignment against the packing list when they collect it. If anything about what we handed over is wrong, tell us within 5 working days of collection and we will put it right. Damage that happens after collection is covered in the next section.
Damage in transit
Our prices are EXW our Shenzhen studio, which means risk passes to you when the goods leave us. If your freight forwarder or carrier damages a shipment, the claim goes through them or through your cargo insurer, not through us.
What we do is give you everything the claim needs. Tell us within seven days of delivery and send:
We supply our packing photographs, the finished piece photographs you already approved, and any documentation your insurer asks for. We can also repaint the piece and put it into the next production run, which is usually faster than sourcing a replacement anywhere else.
A fault with the painting itself
If a canvas leaves us with a genuine fault, something that is our work rather than the carrier’s, we repaint or replace it at our cost. Send photographs to support@palettemomento.com within seven days of delivery and we will tell you straight away which of the two it is.
Changing or canceling an order
Chat on WhatsApp — usually an immediate reply. Email is also available, with replies usually within 12 hours.
You can change or cancel an order at no cost until we start painting it. Email support@palettemomento.com and we will confirm the change in writing.
We email you when your order goes into production, so you always know which stage it is at. After painting starts, the canvas is cut and stretched to your size and studio time is booked, so a cancellation is settled against the work and materials already committed to your order. We put that amount in writing and you decide after you see it.
Once a canvas is finished and we have sent you the approval photos, it cannot be canceled. Every piece is painted to your order and to your brief.
Refunds
Where a refund is due, it goes back to the account the payment came from. How quickly it appears depends on your bank and on the route the payment took.
Hand-painted variation is not a fault
Because these are painted by hand, small differences in brushwork, texture and color are normal and sit inside an acceptable range. Screens also show color differently from a wall. These are not defects. If a project needs tighter matching than that, say so when you order and we paint the run against one reference canvas.
Questions
Write to support@palettemomento.com and WhatsApp replies are usually immediate; email replies usually arrive within 12 hours.