Refund Policy

1. Cancellation Policy

We understand that project requirements may change. Our cancellation windows are as follows:

• Before Design Approval: You may cancel your order for a full refund before the final CAD drawings or 3D renders are approved by you.
• After Design Approval: Once the design is approved and production begins, a 30% restocking/material fee will apply to any cancellation to cover raw material and artisan labor costs.
• Post-Shipment: Orders cannot be canceled once the sculpture has been dispatched from our studio.

2. Bespoke & Custom Orders

Strictly Non-Returnable: Due to the specific nature of custom-sized sculptures, all bespoke orders are NON-returnable and NON-refundable once delivered, unless they arrive damaged or deviate significantly from the signed design specifications.

Note: "Significant deviation" is defined as a discrepancy in overall dimensions exceeding 5% or the use of incorrect materials.

3. Natural Material Characteristics

At VELA SCULPTURE, we use premium natural and artisan materials. Please be advised:

• Natural Stone: Marble and granite may feature natural veins, minor inclusions, or color variations that are inherent to the raw earth and are not considered defects.
• Artisan Metals: Hand-applied patinas on bronze and brass may evolve over time (natural oxidation) and may vary slightly from digital renders.
• Handmade Art: Small finish variations are a natural characteristic of the hand-carving and casting process, marking each piece as a unique work of art.

4. Damage & Inspection

Crucial: You must inspect the crate/package for any visible damage before signing the delivery receipt. If damage is suspected, please note "Damaged" on the carrier's receipt.

If your item arrives damaged:

1. Notify us within 48 hours of delivery by emailing info@velasculpture.com.
2. Provide three clear photos: (1) The damaged area of the sculpture, (2) The external packaging/crate, and (3) The shipping label.
3. Our team will assess the damage to determine the appropriate resolution: professional on-site restoration, partial credit, or a full replacement.

5. Returns (Non-Custom Items)

For items that are not custom-sized (Gallery Stock):

• You have 14 days from the date of delivery to request a return.
• Items must be in "as-new" condition and in their original professional export packaging (wood crate).
• Fees: The customer is responsible for return shipping costs. A 20% restocking fee will be deducted from the final refund to cover inspection and re-crating.

6. Refund Timeline

Once your return is received and inspected (typically within 5 business days), we will notify you of the approval. Approved refunds will be processed to your original payment method within 10 business days.