Returns & Refund Policy

At Iwalewa, we want you to be delighted with your purchase. If for any reason you are not satisfied, this Returns & Refund Policy explains how returns, exchanges and refunds are handled.

1. Eligibility for Returns

• Returns are accepted within 14 days of delivery for most artworks and products, unless otherwise specified on the product page.
• Items must be returned in the same condition as received — unworn, unaltered, and with original packaging where applicable.
• Custom-made, made-to-order, or commissioned artworks are not eligible for returns unless they arrive damaged or defective.

2. How to Request a Return

1. Contact our support team at support@iwalewagallery.com within 14 days of delivery and include your order number, a brief reason, and photos if the item is damaged.
2. Our customer care team will review your request and provide a returns authorization and instructions for shipping.
3. We recommend using tracked, insured shipping when returning items; Iwalewa is not responsible for returns lost in transit unless otherwise agreed.

3. Condition of Returned Items

• All returned items must be in their original condition. We reserve the right to refuse a return if the item shows signs of damage not caused during shipping.
• For framed artworks, please ensure the frame and glazing are undamaged and packaged securely.

4. Refunds & Exchanges

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 7–14 business days to the original payment method. Processing times depend on your bank or payment provider.
• If you prefer an exchange (same item, different size or variant where available), we will advise on availability and any price differences.

5. Damaged or Faulty Items

• If an item arrives damaged or faulty, contact us immediately with photos. We will arrange a replacement or full refund depending on availability and your preference.
• Do not dispose of damaged items until advised by our support team, as we may request additional photos or return for inspection.

6. Return Shipping Costs

• Unless the return is due to our error (wrong item shipped, damaged on arrival), return shipping costs are the responsibility of the customer.
• We may offer a prepaid return label in certain circumstances; our customer service will confirm this when processing your request.

7. International Returns

• International customers are responsible for return shipping and any customs duties or taxes associated with returning an item.
• Please check local regulations for returns and duties before shipping items internationally.

8. Non-Returnable Items

• Gift cards, downloadable products, and custom commissions are not eligible for return unless faulty.

9. Cancelling or Changing an Order

If you need to cancel or amend an order, contact us as soon as possible. We will attempt to stop or amend the order prior to dispatch, but cannot guarantee changes once processing has started.

10. Contact Us

If you have any questions about returns or refunds, please contact our Customer Care team at support@iwalewagallery.com.

Last updated: October 23, 2025