Return & Refund Policy

Overview

Original artwork is a considered, personal acquisition. Each painting is one-of-one, created by hand, and sold as a unique finished object.

This policy describes the limited circumstances under which a purchased painting may be returned, refunded, or exchanged — and the process for handling damage, disputes, or concerns.

All Sales Final — Original Artwork

All sales of original artwork are final. Once payment has cleared and the work has been shipped or picked up, the sale is complete.

This is standard practice throughout the fine art industry. Original works are unique, non-reproducible objects, and their value depends on uninterrupted provenance. Unlike mass-produced goods, original artwork cannot be "restocked" or resold as new after a return.

Once you confirm the purchase with full payment, you have confirmed you've seen what you're buying.

We welcome and encourage pre-purchase conversation. Once a sale is complete, however, returns are not offered as a matter of course.

Limited Exceptions

Returns or refunds may be offered in the following specific circumstances:

3.1 Shipping Damage

If a painting arrives damaged in transit, we will work with you to resolve the situation through the shipping carrier's insurance coverage.

Required Steps

1. Inspect the exterior of the package before signing — note any visible damage on the carrier's delivery document
2. Photograph all damage (packaging AND painting) within 48 hours of delivery
3. Retain all packing materials for carrier inspection
4. Contact us within 48 hours at emptywallstudios@gmail.com with photos and a description

Resolution Options

• Professional restoration (paid by insurance) — restores the work if damage is minor and cosmetic
• Full refund — if the work is damaged beyond restoration or you prefer not to keep a restored piece
• Replacement commission — at the artist's discretion and buyer's agreement, a new commissioned work may be offered in place of the damaged original

If the 48-hour window is missed, insurance claims may be denied by the carrier, which limits the remedies available. Contact us regardless — we will do what we reasonably can.

3.2 Wrong Painting Shipped

Buyers are expected to review the work thoroughly before purchase. Upon request, photographs and video of the actual painting are provided. Dimensions, medium, finish, and condition are verifiable before payment is made.

Once you have confirmed the purchase, the painting is yours. Small perceived differences between the photographed work and the received work — variations in how colors render in different lighting, differences in how metallic or iridescent surfaces read in person, subjective differences in how hidden forms appear to you, or artistic descriptions that are interpretive in nature — are not grounds for return.

The only exception under this section is if the physical painting delivered is not the painting you purchased (i.e., the wrong work was shipped). In that case, contact us within 48 hours of delivery and we will arrange an exchange at our expense.

3.3 Artist Discretion

In rare cases, the artist may accept a return at personal discretion, even when the work is not damaged or incorrectly shipped. This is not guaranteed. Any such return is granted as a courtesy and subject to:

• The buyer bearing all return shipping, insurance, and handling costs
• The work returning in its original packaging and condition
• A 15% restocking fee deducted from the refund (to cover time, materials, and opportunity cost)
• The Certificate of Authenticity being returned with the work

The artist reserves the right to decline any return request that does not fall under §3.1 or §3.2.

Commissioned Works — No Returns

Commissioned works are non-returnable and non-refundable.

Commissions are created specifically for the requesting buyer based on an agreed scope, medium, size, and creative direction. Once a commissioned work is completed and accepted, the sale is final.

Protections for Commission Buyers

• 50% non-refundable deposit at commission agreement signing
• 50% balance due upon completion, before shipment
• Progress photos shared at agreed milestones
• Final approval at completion — buyer has the opportunity to review the finished work before taking delivery
• Revision scope (if any) defined in the commission agreement

If a commissioned work is damaged in transit after delivery, the shipping damage provisions in §3.1 apply.

Prints & Reproductions (Future)

This policy currently applies to original paintings only.

When limited edition prints, giclées, or other reproductions become available from Empty Wall Studios, a separate Return Policy will apply to those products and will be published at that time.

Refund Processing

6.1 Standard (Fiat) Payments

• Payment method: Refund will be issued to the original payment method when possible
• Processing time: 5–10 business days after refund approval and (if applicable) receipt of returned artwork in acceptable condition
• Wire transfers: Refunded wires may incur bank fees — these are deducted from the refund amount
• Credit cards: Refunds typically appear on your statement within 1–2 billing cycles

Partial refunds may be offered in cases of partial damage or other negotiated circumstances.

6.2 Cryptocurrency Refunds

• Same currency, same amount: Refund is issued in the same cryptocurrency originally received, for the same amount received, minus applicable transaction fees (network/gas fees, transfer fees). Because crypto is refunded in kind, exchange rate movement between sale and refund applies to the buyer's asset as held, not to Empty Wall Studios.
• Returned to the original sending wallet: Refund is sent to the same wallet address the original payment was received from, unless the buyer provides an alternate verified receiving address in writing at the time of refund request. Buyers bear full responsibility for providing accurate receiving addresses.
• Refund request window: Refund must be requested within 14 days of refund approval. Buyer must provide a verified receiving wallet address if different from the original.
• Network confirmations: Refund is considered complete upon 6 confirmations for BTC and 1 confirmation for USDC.
• Restocking fee: If a return qualifies under §3.3 Artist Discretion, the 15% restocking fee applies at the same percentage, denominated in the cryptocurrency received (e.g., 1.0 BTC received = 0.85 BTC refunded, minus network fees).
• Third-party platform terms: All crypto payments and refunds are subject to the terms, policies, and technical requirements of Coinbase Commerce, the payment processor used by Empty Wall Studios. In cases where Coinbase Commerce's terms conflict with this policy, their terms may govern the mechanics of the transaction.

Mandatory Return of ALL Documentation

In any approved return scenario (§3.1, §3.2, or §3.3), the buyer must return ALL original documentation that accompanied the painting, including:

• The signed physical Certificate of Authenticity (original, not a copy)
• Any provenance documentation issued with the sale
• The Care & Handling Instructions
• The original sale invoice or receipt

No refund will be issued until all original documentation is returned and verified as authentic.

If the returned Certificate of Authenticity is a copy, reproduction, or altered version rather than the original, or if ANY required document is missing or compromised:

• The refund will not be processed
• The return is considered invalid
• The sale remains complete in our records
• The incident will be documented in our master ledger and may be reported to appropriate authorities if fraud is suspected

Buyer must also:

• Communicate promptly — don't delay reporting concerns
• Document thoroughly — photographs, dated correspondence, packaging condition
• Return the work in its original packaging when possible
• Handle the work carefully until it leaves your possession — damage caused while in your care is not covered

Returns Within the COA Release Window

If a refund is requested while the physical Certificate of Authenticity has not yet been released to the buyer (see Terms of Service §5.5), the buyer is not required to return a document they have not received. In such cases:

• The physical Certificate of Authenticity will not be issued at all — the certificate number will be marked VOID in the studio's master ledger
• The digital Certificate of Authenticity (if already issued) must be deleted by the buyer upon refund
• All other documentation (Care & Handling Instructions, sale invoice) must still be returned

Chargebacks & Disputes

Before initiating a chargeback, credit card dispute, or bank reversal, please contact us directly at emptywallstudios@gmail.com to discuss your concern.

We will respond within 3 business days to any refund request or concern and work toward a fair resolution.

Unfounded chargebacks — disputes filed without attempting direct resolution, or filed for reasons not covered by this policy — may be contested. Buyer remains liable for the artwork if a chargeback is unsuccessfully contested.

Dispute Resolution

If a disagreement arises that cannot be resolved through direct communication, the dispute resolution provisions of our Terms of Service apply, including:

• Informal resolution first (direct communication for at least 30 days)
• Binding arbitration under Florida law in Palm Beach County, if informal resolution fails
• No class actions — disputes must be brought individually
• Florida governing law

See our Terms of Service for full dispute resolution procedures.

International Buyers

For international purchases, please note:

• Customs duties, import taxes, and fees paid to your country are non-refundable by us — they are collected by your country's customs authority, not by Empty Wall Studios
• Return shipping for international sales (if any return is accepted) is the buyer's responsibility and must include appropriate customs documentation and full insurance
• Exchange rate fluctuations between purchase and refund are not compensated

Contact

Questions about this policy, or want to discuss a return or refund?

Empty Wall Studios
303 E Woolbright Rd #239
Boynton Beach, FL 33435

Email: emptywallstudios@gmail.com
Phone: (561) 424-6906