Refund & Returns Policy

Last updated: 15 July 2026

This policy applies to all purchases made through danielarendzen.com from Daniel Arendzen Art&Prints (SSM: 202603180356 / CA0424123-K). Please read it before ordering. If anything here is unclear, email reachme@danielarendzen.com before you buy — Daniel reads and responds personally.

1. The short version

No returns and no refunds, because of the one-of-a-kind nature of each piece. The only exception is damage that occurs during shipping, which is covered below.

2. Why we don’t accept returns

Every piece sold is either a genuinely unique original (a hand-pulled monotype, of which no reproduction exists) or part of a strictly limited edition. Once a piece leaves the studio, it cannot be resold as new, and — unlike mass-produced goods — it cannot simply be restocked. For this reason, and as permitted under Malaysian consumer law for made-to-order and bespoke goods, we do not offer returns, exchanges, or refunds for change of mind, sizing, or personal taste.

We encourage you to look closely at the photographs, measurements, and description of a piece, and to ask questions before purchasing, so your decision is an informed one.

3. Damage during shipping

If your piece arrives damaged, we will make it right. This is the one situation in which a resolution — repair, replacement where possible, or refund — is available.

To claim for shipping damage, you must:

• Film a complete, continuous unboxing video from the moment the sealed package is first handled, showing the packaging and the damage clearly. Photos alone are not accepted, as they cannot show whether damage occurred before or after opening.
• Contact us within 48 hours of delivery, at reachme@danielarendzen.com, with the video attached or linked.
• Keep all original packaging until the claim is resolved, as our courier may require it for inspection.

Once we’ve reviewed the video, we’ll get back to you with next steps. Because each piece is unique, a damaged monotype cannot be replaced with an identical one — where a piece cannot reasonably be repaired, we will offer a refund or, if you’re open to it, a new commission inspired by the original (see our FAQ for how that works).

4. Faulty or mis-described items

If a piece arrives significantly different from its description on the site — for example, incorrect dimensions or medium — contact us within 48 hours of delivery with photos. We will investigate and put things right, whether that’s a correction, a partial refund, or another resolution appropriate to the issue.

5. Order cancellations

If you need to cancel an order, contact us as soon as possible. If the piece has not yet shipped, we will do our best to accommodate a cancellation and refund. Once an order has shipped, it falls under the standard no-returns policy above.

6. Custom commissions

Where a piece is created as a commission inspired by a previously sold work, the same no-returns policy applies once the piece is complete and shipped, since it is made specifically for you and cannot be resold. Details of a commission (subject, size, general direction) should be agreed in writing before work begins.

7. International orders and customs

Orders are shipped from Malaysia via DHL. Delivery within Malaysia is complimentary. International shipments are calculated at checkout and sent Delivered Duty Unpaid (DDU) — you, the buyer, are responsible for any customs duties, import taxes, or handling fees charged by your country on arrival. These charges are outside our control and are not included in the item or shipping price. Please check your local customs rules before ordering if this is a concern.

Customs delays, duties, or a parcel held at your local customs office are not covered by this policy and are not treated as shipping damage.

8. How refunds are processed

Where a refund is agreed under this policy, it will be issued to your original payment method within a reasonable time of the resolution being agreed. Depending on your bank or card provider, it may take a few additional business days to appear in your account.

9. Contact

For anything to do with an order, shipping damage, or this policy, email reachme@danielarendzen.com, or see our FAQ page at danielarendzen.com/faq for more detail on how pieces are made, packed, and shipped.