Refund policy

Last updated: September 5, 2026

We want you to be happy with your HOUSE OF OCHRE artwork. This policy explains cancellations, returns, replacements, and refunds for orders shipped to the United States, Canada, and Australia.

Order cancellations and changes

Standard orders can be cancelled before shipment, including during the photo-review stage. To request an order change or cancellation, email service@houseofochre.com before the artwork is handed to the carrier.

For custom colours or non-standard sizes, cancellation before shipment incurs a US$100 materials fee, subject to applicable consumer law. This fee does not apply to standard artwork purchased in our listed size and frame options.

Once the artwork has been handed to the carrier, the order cannot be directly cancelled or intercepted. After delivery, any return request is handled under the eligibility rules, 14-day deadline and custom-item exclusions below.

14-day return window

You may request a return within 14 calendar days after your order is delivered. To qualify, the item must be unused, in the condition in which it was received, and returned with its original protective packaging. You will also need your order number or other proof of purchase.

Start every return by emailing service@houseofochre.com. If your return is accepted, we will provide the return location and instructions. Do not send an item to the shipping origin or to an address shown on the parcel without authorization, because it might not be our designated returns facility.

Made-to-order and personalized items

Our standard artwork and frame combinations are produced after an order is placed. Made-to-order status by itself does not remove your eligibility for the 14-day return window above. Items personalized or manufactured to customer-specific requirements that are not offered as standard options may not be returned for a change of mind, except where applicable law provides otherwise. Damaged, defective, or incorrect personalized items remain eligible for an appropriate remedy.

Return shipping

For a change-of-mind return, the customer is responsible for return shipping costs and for using a trackable, suitably insured service. Original expedited or shipping charges, if any, are not refundable. If an item is damaged, defective, or incorrect because of our error, HOUSE OF OCHRE will provide an appropriate replacement, refund, or return arrangement at no additional cost to you.

Damage, defects, or incorrect items

Please inspect your order when it arrives. Contact us promptly, preferably within 48 hours, if the artwork or frame is damaged, defective, or incorrect. Include your order number and clear photographs of the item, packaging, and shipping label so that we can assess the issue. This preferred reporting period does not limit any mandatory rights you have under applicable consumer law.

Refunds

We will inspect an authorized return and notify you whether the refund is approved. Approved refunds are issued to the original payment method, normally within 10 business days after approval. Your bank or card provider may need additional time to post the refund. If more than 15 business days have passed since approval, contact us at service@houseofochre.com.

Exchanges

The fastest way to obtain a different item is to complete an authorized return and place a new order after the return is accepted.

Exceptions

Gift cards and any item marked final sale before purchase cannot be returned for a change of mind. Nothing in this policy excludes or limits rights that cannot legally be excluded in the country or region where you live.

Contact

For cancellations, returns, or refund questions, email service@houseofochre.com.