Refund Policy

Last Updated: 10-14-2025

Thank you for shopping at Islarte.com.
Each piece we offer is a unique expression of Cuban art and craftsmanship. We take great care to ensure every artwork is accurately represented and delivered safely. Please review our policy below before placing an order.

1. General Policy

All sales made through Islarte.com are considered final.
Because artworks, prints, and handmade items are one-of-a-kind or made to order, we do not accept returns or exchanges once a purchase is completed — except in cases of shipping damage or a proven error on our part.

2. Cancellations

Orders may be canceled only before shipment.
Once an order has shipped or entered production (for prints or framing), it cannot be canceled.
To request a cancellation, please contact us immediately at orders@islarte.com with your order number.
Approved cancellations will be refunded to the original payment method within 5–10 business days.

3. Damaged or Incorrect Items

If your artwork arrives damaged, defective, or you receive the wrong item:

Notify us within 5 days of delivery by emailing support@islarte.com.
Include clear photos of the packaging, the item, and the shipping label.
We will assess the situation and may offer one of the following remedies:
- Replacement (if the same item is available), or
- Refund to your original payment method.

We reserve the right to deny claims reported after 5 days or without proper documentation.

4. Return Conditions (If Accepted)

If a return is approved by our team:

The item must be in original condition, unused, and with all original packaging.
You are responsible for return shipping costs unless the return is due to an error by Islarte.
Returned items must be shipped using a trackable method with insurance.
Once we receive and inspect the item, we will process the refund within 5–10 business days.

Please note that shipping fees and handling charges are non-refundable.

5. Non-Returnable Items

The following items cannot be returned or refunded:

Original paintings or artworks.
Limited-edition prints or framed works.
Gift cards or downloadable digital products.
Items purchased on sale or during promotional events.
Custom or commissioned art pieces.

6. Lost or Stolen Packages

Islarte is not responsible for packages lost, stolen, or damaged after they are marked “delivered” by the carrier.
We recommend using a secure delivery location and tracking your package carefully.

7. International Orders

International customers are responsible for any customs duties, taxes, or import fees.
Orders refused due to unpaid customs charges will not be refunded.

8. Refund Processing

Approved refunds will:

Be credited to your original payment method.
Appear on your statement within 5–10 business days, depending on your bank or card issuer.

You will receive an email confirmation once your refund has been processed.

9. Contact Us

If you have questions or need help with an order, please reach out to our team:

Islarte.com