Returns & Exchanges
We want you to love your Manenchi piece. Before your artwork leaves our studio, we'll send you detailed photographs and a studio approval video for your review, and we only ship once you've confirmed you're happy with the finished piece — so surprises are rare, but if something isn't right, we're here to make it right.
Return Policy
1. If Your Painting Arrives Damaged, Faulty or Incorrect
Every artwork is professionally packaged to help ensure it arrives safely. However, if your painting arrives damaged, is faulty, or you receive the incorrect artwork, please contact us within 7 days of delivery at support@manenchi.com with your order number, a brief description of the issue, and clear photographs of the artwork and packaging. Once we've reviewed your claim, we'll arrange a replacement, repair, or refund at no additional cost to you.
2. Change-of-Mind Returns
If you change your mind, you may return your painting within 30 days of delivery, provided it's returned in its original, undamaged condition and suitable for resale, ideally in its original packaging. The customer is responsible for return shipping costs, insurance, customs duties, taxes, and any associated fees. Once received and inspected, approved refunds are issued to the original payment method within 5–10 business days.
3. Custom & Commissioned Pieces
Custom-sized and commissioned artworks are created specifically for your requirements and cannot be returned or exchanged for change of mind once approved and dispatched. Adjustments can be requested before final approval. This never affects your rights if a piece arrives damaged, faulty, or isn't what you ordered.
4. Cancelling a Custom Order Before It Ships
We understand plans change. Because your artist begins sourcing materials and painting as soon as your order is placed, a cancellation fee of 25% of the artwork's original (pre-discount) price applies to cover the materials and hours already invested — calculated on the original price regardless of any promotion applied, and never more than the amount you paid. The remaining balance is refunded to your original payment method.
5. Your Consumer Rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. If you're purchasing from Australia, your rights under the Australian Consumer Law remain unaffected. If you're purchasing from another country or region, you may also have additional rights under the consumer protection laws applicable in your place of residence.
6. How to Start a Return or Claim
Simply email us at support@manenchi.com with your order number, a short description of the issue, and photographs if it's a damage claim. We'll guide you through the next steps and aim to respond within one business day.
Need help?
Our team is here if you have any questions about your order.