Refund policy

Return & Refund Policy

Thank you for supporting independent art. Because every piece on our site is a unique, one of a kind original, we have specific guidelines for returns and refunds to protect both our artists and collectors. Please note that we currently only accept returns for orders within Canada. You can find our full guidelines below.

1. Change-of-Mind Returns

We want you to love your new artwork. If you receive a piece and find it does not fit your space as anticipated, we offer a  14-day return window from the date of delivery.

  • Condition: To be eligible for a return, the artwork must be unaltered, undamaged, and in its original packaging.
  • Return Shipping: The buyer is responsible for all return shipping costs, including tracking and full insurance. We highly recommend using a professional packing service, as we cannot issue a refund for art that is damaged during its return transit.
  • Refund Process: Once the artwork is received and inspected to confirm it is in its original condition, a refund will be processed to your original method of payment, minus the original shipping costs.

2. Damaged in Transit

We take extraordinary care in packaging original art, but in the rare event that a piece arrives damaged, we will make it right.

If your artwork arrives damaged, you must contact us within  48 hours of delivery at urbayart@gmail.com. Please include:

  • Clear photographs of the damage to the artwork.
  • Clear photographs of the exterior and interior packaging.

Important: Please retain all packaging materials. We will guide you through the insurance claim process and arrange for a full refund or a store credit, depending on your preference.

3. Non-Returnable Items

The following items are considered final sale and are not eligible for returns or refunds:

  • Commissioned or custom artworks.
  • Artworks purchased on sale or during promotional events.

4. International Orders

For collectors purchasing outside of Canada, please note that all international sales are final. We are unable to accept returns on international shipments due to the complexities of customs, duties, and extended transit times for delicate originals.

Contact Us

If you have any questions about our policy or need assistance with a return, please reach out to our studio at:

  • Email: urbayart@gmail.com
  • Response Time: We typically respond within 24–48 business hours.