Refund & Cancellation Policy

Many products offered by TCL Gallery are created, printed, framed, or customised specifically after an order is placed.

This may include:

• Fine-art photography prints
• Framed photographs
• Fine-art paintings
• Custom print sizes
• Custom frames
• Canvas prints
• Limited-edition artworks
• Made-to-order artworks
• Personalised or specially commissioned products

Because these products are prepared specifically for the customer, returns, exchanges, or refunds may not be available once production has commenced, except in cases covered under this policy.

You may request cancellation of your order before production, printing, framing, or customisation has started.

To request cancellation, please provide:

• Order number
• Customer name
• Registered email address or phone number
• Reason for cancellation

If production has not yet started, TCL Gallery will review the cancellation request and process any eligible refund.

Once an artwork has entered the printing, framing, customisation, or dispatch process, cancellation may not be possible.

We carefully inspect and package every artwork before dispatch. However, if your order arrives damaged, defective, or incorrect, please contact TCL Gallery promptly after delivery.

Please provide:

• Your order number
• Clear photographs of the outer packaging
• Clear photographs of the damaged or incorrect product
• A brief description of the issue

Please retain the original packaging until the issue has been reviewed and resolved.

Returns will only be considered in eligible cases, including:

• The product received is materially different from the item ordered
• The wrong product was delivered
• The artwork was damaged during transit
• The product has a manufacturing or production defect

Each request will be reviewed individually. TCL Gallery may require additional photographs, videos, or other information to assess the issue.

Unless the product is damaged, defective, or incorrect, the following items are generally not eligible for return or refund:

• Custom-sized artworks
• Custom-framed artworks
• Made-to-order prints
• Personalised artworks
• Commissioned artworks
• Limited-edition works where applicable
• Products damaged due to improper handling after delivery
• Products damaged after removal from protective packaging due to customer handling
• Items showing normal variation in colour, texture, finish, or material characteristics

Do not send an artwork back without prior approval from TCL Gallery.

If your return request is approved, we will provide instructions regarding the return process.

Where required, the artwork must be returned:

• In its original packaging, where reasonably possible
• With all accompanying materials
• Adequately protected to prevent further damage during transit

TCL Gallery reserves the right to decline a refund or replacement if the returned product does not meet the approved return conditions.

Once an eligible refund has been approved, the refund will be processed to the original payment method, wherever possible.

Refund processing times may vary depending on:

• Payment method
• Bank or card provider
• Payment gateway
• Verification requirements

Any applicable deductions, including non-refundable services or production costs where legally permitted, will be communicated before the refund is processed.

If your package appears visibly damaged at the time of delivery, please document the condition of the package and contact TCL Gallery as soon as possible.

For artworks damaged during transit, timely reporting helps us investigate the issue with the relevant delivery or logistics partner.

We may request photographs of:

• The outer carton or packaging
• Internal protective packaging
• The damaged artwork
• Any shipping labels

If an order is returned because of an incorrect delivery address, recipient unavailability, unsuccessful delivery attempts, or refusal of delivery for reasons unrelated to product damage or an incorrect item, additional shipping charges may apply for re-delivery.

Refund eligibility in such cases will be reviewed based on the production status and condition of the returned artwork.