Политика возврата средств


 

Our Philosophy

At Neroliya Studio, each piece is either handmade, made-to-order or one-of-a-kind. We work closely with independent artists, and every piece is created or prepared with intention, not pulled from mass-produced stock. Because of this, our policies are designed to reflect the nature of slow craftsmanship and original work.


Before Production 

  • The Opportunity: If you’ve had a change of heart or want to swap for a different style, you can freely modify or cancel your order before production starts.

  • The Deadline: Once our artists have begun their craft, the order is locked in and cannot be changed or canceled. Please reach out to us ASAP if you need a change.


After Delivery

All pieces are final sale and are not eligible for returns or exchanges.

This is because each work is either made specifically for you or inherently one of a kind. Once completed and shipped, it cannot be restocked or resold in the same way.


No Returns on Refused or Non-Quality Issues

As all our pieces are made-to-order or original artworks, we do not accept returns or exchanges for non-quality-related reasons.

Refused shipments or returns due to personal preference, change of mind, or failure to receive the package will not be eligible for a refund.

In such cases, any potential refund will be subject to deduction of all incurred costs, including shipping, duties, and handling fees.


Damaged Items

We pack our items with great care, but sometimes things don’t go as planned in transit. If your order arrives damaged, let us know right away—we’ll make it right!

  • Reporting: Please fill out our Order Support Form with clear photos of the damage within 48 hours of delivery (based on tracking confirmation).

  • Resolution: Once the damage is confirmed, we will offer either a full refund or a replacement, with replacement shipping costs covered by us.

  • Note: We’re not able to accept returns for items damaged through use or normal wear and tear. Our pieces are made to be enjoyed, but like all handmade items, they are durable, not indestructible.


Artisanal Variations

Each piece is crafted by hand; natural variations in size, shape, brushwork, and color are expected and celebrated as part of the object’s unique character. These are not considered defects.


Refunds

If a refund is approved, it will be issued to your original payment method. Refunds cannot be issued to alternative payment methods.

Once your refund is processed, please allow up to 10 business days for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.

If you have not received your refund within 10 business days after approval, please contact us and we’ll be happy to assist.

Please note that refunds are issued only after eligibility has been confirmed, including but not limited to cases of shipping damage supported by sufficient documentation.

 

Order Abuse Policy

We reserve the right to refuse service, cancel orders, or limit future purchases if we detect abusive behavior, including repeated refused deliveries, false claims, or misuse of our policies.