Return Policy

Last updated: 8 October 2026

House of Arts sells original work made by hand, one piece at a time — some of it ours, much of it by independent artists listing through us. That shapes this policy, and it is worth being straight with you about how.

A shop reselling factory-made goods can offer no-questions returns because another identical item is always available. Here there usually isn't one. A drawing that comes back cannot be re-cut or re-listed as new, and a commission painted to your brief has no second buyer. So change-of-mind returns are not offered on original work.

What you are always entitled to, and what this policy guarantees, is that the piece arrives in the condition described. If it doesn't, it is put right at our cost.

1. The short version

2. If it arrives damaged

Artwork is packed carefully — glazed pieces corner-protected, boarded and double-boxed; canvases wrapped, corner-protected and boxed — but couriers are couriers.

Tell us within 48 hours of delivery. WhatsApp +91 85660 15214 or email order@hoagallery.in with your order number and photographs of:

• the outer packaging, before you unpack any further;
• the damage itself;
• the shipping label.

You will be offered, at your choice, repair where the work allows it, replacement with an equivalent piece, or a full refund including any delivery charge. Nothing is deducted and you are not asked to pay return shipping.

If the piece is framed and only the glass has broken, say so — reglazing is often quicker than a replacement and leaves you with the artwork you chose.

3. If it is not what was described

Every listing states the medium, the exact dimensions framed and unframed, and whether the work is an original or an edition. If what arrives differs materially from that, it is our error and the same remedies apply: replacement or a full refund.

Colour is the one honest caveat. Screens vary, and a photograph of a painting is not the painting. Minor variation in tone between the listing image and the work in your hands is inherent to buying art online and is not treated as a fault. If you are unsure before ordering, ask for additional photographs or a short video — they will be sent the same day.

4. Cancelling before dispatch

You can cancel any order at no cost until it is dispatched, and your payment is refunded in full.

Once a piece is in transit, cancellation becomes a return, and whether it can be returned depends on what it is.

5. Original paintings and drawings

Original work is not returnable on change of mind.

This is not a technicality about restocking. Each piece is one of one, it has been signed and released to you, and it cannot be sold again as unhandled. For a working artist this is the difference between a sale and a loss.

6. Signed limited-edition prints

Prints can be returned within 7 days of delivery if they are unopened, unframed and in original packaging.

• Return postage is yours unless the piece was damaged or wrongly described.
• A refund is issued once the print arrives back in resalable condition, usually within two working days of us receiving it.
• Prints that have been framed, mounted, trimmed or removed from their sleeve cannot be returned.

7. Commissioned and custom work

Commissions are not returnable or refundable once work has begun. A commission is painted or drawn to your brief and has no other buyer.

Against that, the process is built so surprises don't happen:

• you approve the brief, the size, the medium and the price in writing before anything starts;
• you are shown progress at least once mid-way;
• reasonable adjustments during that review stage are part of the commission.

If you cancel before work begins, your advance is returned in full. If you cancel after work has begun, the advance covers materials and time already spent and is not refundable — but nothing further is owed, and the balance is never collected.

Changing the subject or composition after work has started is a new piece, not a revision, and is quoted separately.

8. When the seller is an independent artist

Much of the work on House of Arts is listed by independent artists. Nothing above changes because of that — your remedy is the same, and you deal with us, not with a stranger.

• You raise it with us. One number, one email, whoever made the piece.
• We investigate. We compare the complaint against what the listing stated and against the artist's packing video, which every artist must send before dispatch.
• We hold the money. An artist's payout is released 15 days after you receive the work. If a complaint is raised in that window, the payout is held while it is resolved — which is why we can promise this at all.
• The cost falls where the fault lies. A courier claim is ours to file. An inaccurate listing is the artist's responsibility. Neither is yours.

9. Art on rent

Rented work is not a sale, so returns do not apply. You may return a rented piece at any time.

• The deposit is refunded once the work is back and confirmed undamaged, ordinarily within seven working days.
• Damage beyond normal wear is deducted from the deposit, with the cost shown to you before anything is taken.
• Normal handling marks on a frame are not charged for.

10. Events, workshops and programmes

Events and programmes on House of Arts are run by independent curators, hosts and artists. We list and review them; we do not organise them and we do not sell tickets.

• Entry fees are paid to the host, at their end. House of Arts takes no event fee of any kind and holds none of that money, so we cannot issue a refund for it.
• Refunds, changes and cancellations are settled by the host, under whatever terms they set out. Ask before you pay if those terms are not clear.
• Registering interest is not a ticket and does not reserve a place unless the host confirms one.

If a host cancels without refunding, or the event was materially not what the listing promised, tell us at order@hoagallery.in. We cannot refund you, but we investigate every report, we take it up with the host, and we remove hosts who do not put things right.

11. Memberships and plans

Artist and curator plans are paid by UPI and confirmed by hand. Nothing renews automatically, so there is no subscription to cancel — a plan simply ends unless you choose to pay again.

• Fees are not refundable for a period already begun, except where we have failed to provide the service.
• If you change plan, the new one applies from that day. We do not currently pro-rate part-months, so it is usually worth switching near the end of your term.
• If you paid for a plan and we have not activated it, tell us and we will activate it or refund it in full.

12. What is not covered

• Change of mind on original artwork or on any commissioned piece.
• Damage caused after delivery — sunlight fading, humidity, handling, accidents.
• Colour variation between a screen and the physical work, within reason.
• Frames damaged after you have hung, moved or reframed the piece.
• Any damage reported more than 48 hours after delivery, where a courier claim can no longer be filed.
• Digital downloads and certificates once issued.
• Entry fees paid directly to an event host, which that host settles.

13. How refunds are made

Refunds go back by the same route the payment came in.

• UPI payments are returned to the account that sent them, normally within 7 working days of the return being approved. If you paid from a different account than the one you want refunded, say so in advance — matching them afterwards is slow.
• Cash on delivery orders are refunded by UPI or bank transfer. You will be asked for the details in writing, never by phone.
• Part-paid orders: cancel before dispatch and the advance is returned in full. If the piece is damaged or wrongly described, whatever you have actually paid is returned in full and the balance is never collected.

Where a tax invoice has been issued, a credit note is raised against it so your GST records stay correct. Businesses that have claimed input credit should keep both documents.

14. Corporate and bulk orders

Bulk and gifting orders follow the same terms, with one difference: because they are produced to a schedule and often personalised, cancellation after production has begun is charged pro rata for work completed. Exact terms are confirmed in writing with your quote before any advance is taken.

15. How to raise a return

1. Message +91 85660 15214 on WhatsApp, or email order@hoagallery.in.
2. Include your order number, what the problem is, and photographs where relevant.
3. You get a reply the same working day, from the gallery rather than a support queue.
4. If a return is agreed, you are told how to send it back or when it will be collected.

Please do not send anything back before this is agreed. Unannounced returns cannot be tracked to an order and may be refused.

16. Your rights under Indian law

Nothing here limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. You remain entitled to a remedy for goods that are defective, damaged, or materially different from how they were described, regardless of anything stated above.

Where this policy and your statutory rights differ, your statutory rights apply.

Any dispute is subject to the jurisdiction of the courts at Mohali, Punjab.

This policy sits alongside our Terms and Conditions, Privacy Policy and Art Copyright pages.