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Refund policy

Did something break in the mail, or was it simply not what you expected? We get it! We’ll work with you to remedy the situation!

 For non-damaged or non-defective returns:

Returns for non-damaged or non-defective items must be authorized before a refund is issued. Please keep in mind that special exceptions may affect the return process, and most returns are handled on a case-by-case basis depending on the type of item purchased. Special exceptions, such as custom orders or larger framed art pieces, may not be returnable. Please inquire before purchasing if you have questions about a return. 

  • Return Window: For non-damaged or non-defective items ordered through our website, we offer a 15-day return window from the date our tracking shows the package was delivered to you.
  • Proof of purchase: All returns must be accompanied by a receipt or similar proof of purchase.
  • Shipping costs: Customers are responsible for all return packaging and shipping costs. Customers must also provide a tracking number to the gallery after the item is shipped. 
  • Condition: All artwork must arrive back at the gallery in its original condition for a refund to be issued. If a returned item arrives damaged, no refund will be issued. OTLAG will not be held responsible for any damages that occur during shipping or as a result of the carrier or customer’s packaging. Customers will be expected to file any claims with the shipping handler.
  • Refunds: Refunds will be issued to the original payment method once the item is received, inspected, and deemed acceptable for restocking. 

For damaged or defective returns:

In the event an item arrives broken or defective, please keep all packaging materials and take multiple photographs of the damages to the outside of the packaging as well as the damaged item(s). Email the photos to otlag@aol.com and request a refund or replacement. We will issue a USPS label for the return.

Please note that in the case of one-of-a-kind items, replacements can take multiple weeks to receive. Additionally, some products may not be able to be replaced. In this case, a refund will be issued.