At PaletteMomento, every piece is an original artwork, hand-painted to order. We want you to feel completely confident in your purchase, so please read our policy below. If you have any questions, we’re always happy to help at support@palettemomento.com.
We Ship Only After You Approve
This is the heart of how we work. We confirm the design with you before we begin, share progress photos as your piece is painted, and ship only once you’ve approved the final artwork. You see exactly what you’re getting before it ever leaves our studio.
This process is how we achieve near-zero returns — there are no surprises, because nothing ships until you’re happy with it. For this reason, and because each piece is created specifically for you, we encourage you to ask any questions and request any adjustments during the design and painting stages, when we have the most flexibility to get everything just right.
Made-to-Order & Custom Artwork
Because every PaletteMomento piece is hand-painted to order — and many are personalized with custom sizes, colors, or details — we are unable to accept returns or exchanges for change of mind. Each artwork is made uniquely for you and cannot be resold, in the same way a tailored or personalized item cannot.
We know this is a meaningful purchase, which is why we involve you at every step before shipping. If anything about your design isn’t right, the time to tell us is during the approval process — and we’ll gladly make it right before your piece is sent.
Damaged or Defective Items
Your artwork is fully insured in transit. In the rare event that your piece arrives damaged, or has a genuine manufacturing defect, we will make it right at no cost to you.
Please inspect your artwork as soon as it arrives. If there is any damage or defect, contact us at support@palettemomento.com within 7 days of delivery and include:
Once we’ve reviewed the details, we’ll arrange a free replacement or repaint as quickly as possible. In most cases, we can begin your replacement right away.
Cancellations
Plans change, and we understand. Orders may be cancelled for a full refund within 24 hours of purchase, as long as painting has not yet begun.
If our artists have already started creating your piece, a materials fee of US $100 will be deducted to cover the canvas, paints, and work already invested, and the remaining balance will be refunded to you. Once your artwork is substantially complete, it can no longer be cancelled or refunded, as it has been made specifically for you.
If you’d like to cancel, email us at support@palettemomento.com as soon as possible and we’ll confirm the status of your order.
Refunds
Where a refund applies (such as an eligible cancellation, or a damaged piece we are unable to replace), it will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Non-Delivery
If your tracking shows no movement or your order has not arrived within the expected timeframe, please reach out. We’ll investigate with the carrier and ensure your artwork reaches you — that’s what our full insurance is for.
A Note on Color & Texture
Because these are original, hand-painted works, slight variations in color, brushwork, and texture are natural and are part of what makes each piece one of a kind. Screens can also display colors differently. These natural characteristics are not considered defects — but if you have specific color needs, just let us know during the design stage and we’ll match them as closely as possible.
Questions?
We’re here to help. Reach us anytime at support@palettemomento.com and we’ll respond as quickly as we can.