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Refund and Return policy


It is our goal to make sure that every buyer of original paintings by Kateryna Kryvolap is completely happy with their artwork purchase. In an effort to always keep customers satisfied, please contact us at immediately upon delivery, should any issue with your new painting arise. 

If for some reason, you are not happy with your original painting, you may return it to us within 14 days of shipment receipt for an exchange, store credit, or a full refund of its price less shipping costs. Refunds or exchanges will be issued once the artwork is received back to us, is inspected, and is seen to be in the same pristine condition that it was in when it departed the studio. Please note: outgoing and return shipping costs are non-refundable.

Return of original undamaged painting

  1. Within 14 days of your original painting delivery date, please email at to give us your order information and the reason for wanting to return the work.
  2. Repackage the artwork using the original packaging materials used by the us. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing packaging materials to send the artwork back safely to us. If you need packaging instructions on how to safely package original painting for shipment we will kindly provide a guide.
  3. Return an artwork via a trackable and insured shipping carrier and provide tracking information to us.
  4. Once the piece safely reaches Kateryna Kryvolap, we will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order minus shipping costs and international customs fees, (if any) within 7 business days of your original painting return.

What to do if original painting arrives damaged

  1. Upon delivery inspect your packaging carefully before opening it. If damage is noted, accept delivery and sign off with the carrier “damaged upon arrival.” If an item is structurally damaged and completely unusable, refuse delivery. Please note: a signed delivery receipt, without notations of missing, damaged or incorrect pieces represents your acceptance of the complete order in perfect condition.
  2. As soon as possible but no later than 48 hours, please email us at to give us your order information for insurance purposes.
  3. Save original packaging!
  4. Take photos of damaged artwork and packaging. Please email these photos at
  5. Kateryna's support representative will contact you to discuss next steps of refund.



Exchange and Refund Policy
Items purchased on Kateryna Kryvolap are custom made and printed just for you. We cannot offer returns unless the items fall into one of the following categories:

  • Item is Damaged in Transit
  • Incorrect Item is Delivered
  • Item is Defective or Misprinted

If you are not satisfied with your experience, we are here to help you. Our Exchange and Refund Policy is effective 14 calendar days from the day you have received your order. We hope to build trust and long-term relationship with our customers so we aim to provide excellent service quality and fair compensation available to resolve your problems.

To be eligible for a return, your item must be unused and in the same original condition* that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

*Original condition is consider as any merchandise that is unworn, not-used, and has not been washed and/or put in a dryer for any reason. The item(s) must also not in smell strongly of smoke and/or body odors of any type, are not covered in pet and/or human hair, and are not stained or damaged in any other way. All original sewn in or hang tags must still be intact.


In order to submit a request for an Exchange or a Refund:

  1. Send us an email to
  2. Attach at least 2 pictures of the item indicating the damaged part and describing its defect.
  3. Attach a proof of purchase  (Order ID, Transaction ID, Order Confirmation Email, etc).

Once we have received your item and inspection is done, we will immediately send you a notification regarding the approval of your request (item exchange or refund).


To return your item, follow the instructions that we will send back to you in response to your request. Please do not send your purchase back to the manufacturer!

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Processing times
Returns usually take 1-2 weeks to be processed. On some cases, delays in delivery may occur. Only when we have received the item shall the inspection can proceed. Refunds will be paid through the original type of payment when the purchase was made and may be processed within a certain amount of days. For credit / debit card users, the posting may appear on your next billing cycle, depending on your bank’s policies. If you haven’t seen the refund after the promised processing time, please do contact your bank first.


Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at


Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 


Online Courses
Online courses are non-refundable. Once the course is purchased/accessed, no refund will be granted regardless of the reason. All online training courses are tested extensively on all types of systems, browsers, and devices. We can assist you to get started with the course, if you are having any trouble.