Shipping & Returns
SHIPPING POLICY
We strive to ensure swift processing and dispatch of your orders. Please note that occasional delays may occur, particularly if our artwork gains popularity on social media. We apologize for any inconvenience this may cause and appreciate your patience. At this time, express shipping services are unavailable.
For address changes, please notify us within 24 hours of placing your order to facilitate redirection. Once your order has left our studio, we cannot modify the address. To request an address change, please contact us promptly via our contact page.
Please ensure accurate shipping information during checkout, as Lufei Pan cannot be held responsible for undelivered packages due to incorrect addresses provided by customers.
Duties and Taxes: Import fees, including those for originals and prints, are not covered by us. Taxes and duties are determined by your destination country's customs agency and are not included in the checkout total. Some countries may impose import taxes which will be collected by the customs agency before delivery.
Customers are responsible for settling any duties, value-added tax, or similar fees. Failure to pay these may result in the shipment being returned to us. We will refund the purchase cost, minus shipping fees, for products returned in their original condition.
We declare the accurate purchase value for export purposes and do not falsify any documents under any circumstances.
REFUND POLICY
LIABILITY
Once your items are in the possession of the collector, we no longer assume responsibility. We do not offer refunds, exchanges, replacements, or compensation for damages resulting from mishandling, such as smudges on the white border, tearing of fine art prints, or similar issues. However, under consumer protection laws, compensation for damage is applicable if products are impacted during transit by postal services or if faulty merchandise is dispatched. It is crucial to thoroughly read and understand the product descriptions. We are not obligated to compensate customers who fail to review the information provided in the product description before making a purchase. Please note that all prints include borders, and their dimensions are factored into the final size listed.
RETURNS DUE TO DAMAGED OR DEFECTIVE ITEMS DAMAGES AND ISSUES
While rare, accidents can occur. To ensure your peace of mind when purchasing art online, we offer an immediate replacement in the unlikely event that your art is defective, damaged during transit, or if you receive an incorrect item. Upon receiving your order, please inspect it carefully. If you identify any defects, damage, or receive the wrong item, contact us promptly so we can assess the issue and take appropriate action. If your item arrives damaged, notify us within 24 hours of receipt so that we can arrange for a prompt replacement. We will require photographic evidence of the following:
-
The external packaging
-
The shipping label on the packaging
-
The damage to the artwork or frame If a replacement is unavailable, we will issue a credit to your store account. If a return is necessary for us to assess the item before processing a refund, we will cover the cost of return shipping. However, there may be cases where the return of the defective product is unnecessary for us to facilitate your replacement or issue a refund or store credit. Please note that if you contact us regarding damage or defects more than 24 hours after receiving your package, we cannot guarantee a replacement or refund.
CANCELLATIONS OR EXCHANGES
Fine Art Prints - Due to the made-to-order nature of our Fine Art prints, we adhere to a strict 3-hour window for cancellations or exchanges. It is crucial to contact us within 1 hour of your purchase to request any changes to your order or initiate a cancellation. After this timeframe, we cannot guarantee our ability to cancel or exchange your order. Original Artwork - All sales of original art are final and therefore cannot be canceled or exchanged.
REFUNDS FOR CANCELLED ORDERS If your cancellation is approved, you will receive an automatic refund to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at panlufeiart@gmail.com.
CHANGE OF MIND RETURNS After the 1-hour cancellation window (3-day period for EU customers), we cannot accept cancellations or returns. All of our Fine Art prints are meticulously crafted on a made-to-order basis and we do not maintain inventory, therefore we cannot accept returns, exchanges, or changes of mind. Due to the high value associated with original paintings, all sales of these items are final, and returns are not accepted. Unfortunately, we cannot process returns for sale items or gift cards.
For inquiries regarding cancellations, returns, or refunds, please contact us at panlufeiart@gmail.com.
CANCELLATIONS OF PAYMENT PLANS If your item has been placed on hold due to a payment plan, and you choose to cancel the plan, we will provide a full refund to your original payment method. Please note that reasonable business costs incurred in processing payments and securing your item may be deducted. To request a cancellation of your payment plan, kindly forward your request via email to panlufeiart@gmail.com.