Refund & Returns Policy
Last updated: 3 October 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
You can return a piece within 14 days of delivery for a refund, as long as it comes back undamaged and can be sold again as new. Return shipping, and any customs charges on the way back to Malaysia, are covered by you. If your piece is damaged during delivery to you, that’s handled separately, below.
2. Returns within 14 days
Every piece sold is a genuinely unique original (a hand-pulled monotype, of which no reproduction exists). Because it can’t be restocked, a returned piece needs to be in a condition where it can be offered to someone else as new.
If you’d like to return a piece:
- Email reachme@danielarendzen.com within 14 days of delivery. You’ll get the return address and packing instructions in reply.
- Before sending it, please email a few photos of the piece. That way its condition when it leaves you is on record, which protects you as well as us.
- Please send it back as it arrived: unframed, unmounted and untrimmed, with no marks added.
- Return shipping and insurance are arranged and paid by you. A tracked, insured service is strongly recommended, because once the parcel is on its way back, it’s covered by your shipment rather than ours.
- When the piece arrives, we film the unboxing and check its condition. We then refund the price of the artwork to your original payment method. The original shipping cost isn’t refunded. If we’re charged customs duties, import taxes or fees when the piece comes back into Malaysia, these are deducted from the refund.
- If the piece was damaged along the way, or can’t be offered as new for another reason, we’ll refund the price minus the loss in value. You’ll receive the unboxing video and a clear explanation of the amount. For returns within Malaysia, you can also choose to have the piece sent back to you instead, at your cost.
- Would you prefer a different piece? Mention it in your email and we’ll arrange an exchange for another available work.
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’ll make it right. Repairing a damaged work on paper is rarely possible, so we’ll offer you one of these instead:
- a replacement: another available piece of your choice, or a new commission inspired by the original;
- a refund: in full, or in part if the damage is minor and you’d like to keep the piece.
Within Malaysia, the courier may need to inspect the damaged piece and its packaging as part of the claim. If so, we’ll arrange for it to be sent back and cover the postage.
International orders: sending a damaged piece back across borders usually costs more than it’s worth and brings customs charges, so the piece stays with you. Your unboxing video is what we submit to the courier for the claim.
To make a claim for shipping damage, please:
- Film a complete, continuous unboxing video from the moment the sealed package is first handled, showing the packaging and the damage clearly. Our courier (DHL or POS Malaysia) asks for this video as evidence when we file the damage claim. Photos can’t show that the damage was there before the package was opened.
- 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 the options. Because each piece is unique, a replacement can’t be identical to the original — see our FAQ for how a commission inspired by a sold piece 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, the 14-day returns policy above applies.
6. Custom commissions
Commissions are made especially for you and can’t be offered to anyone else, so the 14-day return option doesn’t apply to them. Shipping damage (section 3) and items that don’t match their description (section 4) are still fully covered. 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.