Refund and Returns Policy

At Penxels, we take great pride in delivering high-quality, custom, digital, and original artworks. To ensure clarity and transparency, please carefully review our Refund and Return Policy below:

1. Custom Artwork (Commissioned Work)

• Refunds: Refunds are only available before the creation process begins. Once work on your custom piece has started, refunds cannot be issued due to the personalized nature of commissioned artwork.
• Returns: As all custom artwork is created to the specific requirements provided by the client, returns are not accepted. We do not accept returns or provide refunds for any dissatisfaction arising from personal preference once the project is complete. However, if there is a significant issue or deviation from the agreed-upon specifications, please contact us within 7 days at info@penxels.com to discuss possible solutions.
• Exchanges: Since custom artwork is uniquely tailored to the client’s vision, exchanges are not possible.

2. Digital Products

• Refunds: Due to the instant and reproducible nature of digital products (including digital paintings, files, or illustrations), refunds are not available once the product has been delivered.
• Returns/Exchanges: Digital products are non-returnable and non-exchangeable. If you encounter any technical issues with your digital file (e.g., file corruption), please contact us at info@penxels.com within 7 days, and we will provide assistance in resolving the issue.

3. Original Artworks (Non-Commissioned Works)

• Refunds: For original, non-commissioned artworks (such as canvas paintings and drawings created by Penxels and offered for sale), refunds are not available. Each artwork is a one-of-a-kind creation, and once purchased, it cannot be refunded under any circumstances.
• Returns: Returns for original artworks are not accepted, as each piece is sold as a unique work of art. However, in the rare event that the artwork arrives damaged due to shipping, please contact us immediately at info@penxels.com within 48 hours of receiving the piece, and we will work with you to assess the situation and explore possible resolutions.
• Exchanges: Exchanges are not possible for original, non-commissioned artwork since each piece is one-of-a-kind and cannot be replaced or substituted.

4. Quality Assurance and Revisions

• We are committed to delivering high-quality artwork that aligns with your specifications and our standards. While we do not offer free revisions once a project is complete, we ensure that the artwork meets the agreed-upon terms. Should there be any major deviations from the initial agreement, please contact us within 7 days of receiving your custom artwork for a review. Revisions or corrections are handled on a case-by-case basis, with fees potentially applicable for significant alterations beyond the original scope.

5. Customer Satisfaction

• Your satisfaction is important to us, and we aim to deliver artwork that exceeds your expectations. If you have any questions or concerns about your purchase, whether it’s a custom piece, digital product, or original artwork, please reach out to us at info@penxels.com and we will be happy to assist.

6. Shipping, Damages, and Responsibility

At Penxels, we ensure that all original and custom artworks are securely packaged to prevent damage during transit. However, once the artwork is handed over to our third-party delivery partners, we are not directly responsible for their actions during the shipping process. In case of damages, we will assist you in resolving the issue within certain limitations.

1. Damages During Transit
   • If your artwork arrives damaged, please notify us immediately at info@penxels.com within 48 hours of receiving the package. To help us address the issue, please provide the following:
     • Photographs of the damaged artwork and the packaging.
     • A description of the damage and the condition of the packaging upon arrival.
   • Penxels will review the damage and work with the delivery carrier to resolve the issue. Depending on the situation, we may offer a repair, replacement (if applicable), or a partial refund. However, Penxels is not liable for damages caused by the delivery partner once the package leaves our facility.
2. Lost or Stolen Packages
   • We are not responsible for lost or stolen packages once they are in the hands of the delivery service. However, we will provide all available tracking information and assist you in contacting the delivery service to resolve the matter.
3. Customer Responsibility
   • Once your artwork is shipped, it becomes the responsibility of the delivery service. While Penxels will package the artwork securely, we recommend that customers track their packages and report any issues with delivery immediately. If an artwork is damaged or lost due to mishandling by the delivery partner, Penxels will assist in submitting claims or complaints to the courier but cannot offer full refunds or replacements without sufficient evidence of damage.

By placing an order with Penxels, you agree to these terms regarding shipping and delivery. For questions or concerns, please reach out to us at info@penxels.com.