Refund & Return Policy
Last updated: November 8, 2025
1. Our Commitment
At Hue Wing, customer satisfaction is our top priority. We are committed to creating high-quality custom artwork that exceeds your expectations. This refund and return policy outlines the terms under which refunds, cancellations, and returns are processed.
2. Nature of Custom Artwork
Please understand that our artwork is custom-made specifically for you based on your requirements and reference photos. Once you approve the final artwork and we proceed with shipping, the piece is considered final and complete. Each artwork is unique and cannot be resold to other customers.
3. Cancellation Policy
3.1 Before Work Begins
- You may cancel your order within 24 hours of confirmation for a full refund
- Cancellations must be requested via email to info@huewing.com
- Refunds for early cancellations are processed within 5-7 business days
3.2 After Work Has Begun
- Once we have started working on your custom artwork, the advance payment (50%) is non-refundable
- This compensates for the time, effort, and materials invested in your unique piece
- If you cancel mid-project, you may receive progress photos of the incomplete work
3.3 After Completion
- Orders cannot be cancelled once you have approved the final artwork
- If you decide not to proceed after final approval, no refund will be issued
- You may still receive the artwork if desired (shipping charges apply)
4. Refund Policy
4.1 Eligible Refund Scenarios
Full or partial refunds may be issued in the following situations:
- Early Cancellation: Order cancelled within 24 hours of confirmation (100% refund)
- Our Error: We are unable to complete your order due to unforeseen circumstances (100% refund)
- Significant Quality Issues: Artwork has major defects or doesn't match approved specifications (case by case)
- Damage in Transit: Artwork arrives damaged and cannot be repaired (100% refund or replacement)
- Lost Shipment: Courier confirms package is lost (100% refund or replacement)
4.2 Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- Change of mind after approving the final artwork
- Minor color variations due to artistic interpretation or medium limitations
- Differences between digital preview images and physical artwork due to screen calibration
- Dissatisfaction with artistic style after you approved our portfolio and sample work
- Issues arising from poor quality or inappropriate reference photos you provided
- Buyer's remorse or finding a cheaper alternative after order placement
5. Return Policy
5.1 General Return Policy
- Due to the custom nature of our artwork, we do not accept returns for change of mind
- All sales are final once you have approved the completed artwork
- We encourage customers to carefully review progress photos and provide feedback during creation
5.2 Damaged or Defective Items
- If your artwork arrives damaged, contact us within 48 hours of delivery
- Provide clear photos of the damaged artwork and packaging
- We will arrange for repair, replacement, or refund
- Return shipping for damaged items will be covered by us
5.3 Wrong Item Shipped
- If you receive the wrong artwork, notify us immediately
- We will arrange pickup of the incorrect item at no cost to you
- The correct artwork will be shipped to you immediately
- Full refund will be provided if we cannot fulfill your original order
6. Revision and Modification Policy
We want you to be completely satisfied with your artwork:
- Minor revisions are included during the creation process (number specified in your quote)
- We provide progress photos at key stages for your review and feedback
- Significant changes requested mid-project may incur additional charges
- Changes to approved specifications (size, medium, subject) may require starting over with additional costs
- We recommend clear communication upfront to minimize need for revisions
7. Satisfaction Guarantee
While custom artwork sales are generally final, we stand behind the quality of our work:
- If there are legitimate quality issues, we will work with you to resolve them
- Options may include minor touch-ups, rework, partial refund, or full refund
- We review each situation individually to find a fair resolution
- Our goal is your complete satisfaction while being fair to both parties
8. Refund Processing
8.1 Timeline
- Approved refunds are processed within 5-7 business days
- Refunds are issued to the original payment method used
- Bank processing may take additional 5-10 business days depending on your financial institution
- You will receive an email confirmation when the refund is initiated
8.2 Refund Method
- Refunds are issued through the same payment gateway (Razorpay) used for purchase
- Credit/debit card refunds appear as a credit on your statement
- UPI and net banking refunds are credited to your account
- For international orders, refunds may take longer due to currency conversion
8.3 Partial Refunds
Partial refunds may be issued in cases where:
- Work has partially been completed before cancellation
- Minor defects are present but you choose to keep the artwork
- Shipping costs need to be deducted from the refund amount
9. Damage Claims Process
If your artwork arrives damaged:
- Contact us immediately (within 48 hours) at info@huewing.com
- Provide clear photos showing the damage to both the artwork and packaging
- Keep all packaging materials for potential courier inspection
- Do not discard anything until we advise you
- We will assess the damage and determine the best solution (repair, replacement, or refund)
- Resolution will be provided within 3-5 business days
10. Exchange Policy
- We do not offer exchanges for custom artwork as each piece is unique
- If you want a different artwork, it would be considered a new order
- If there was an error on our part, we will create the correct piece at no additional charge
11. Non-Delivery or Lost Packages
- If your package doesn't arrive within the estimated timeframe, contact us
- We will track the shipment and work with the courier to locate it
- If the courier confirms the package is lost, we will offer a replacement or full refund
- All shipments are insured against loss
12. How to Request a Refund
To request a refund or discuss a return:
- Email us at info@huewing.com with your order details
- Include your order number, name, and reason for the refund
- Attach photos if relevant (damaged items, quality issues, etc.)
- Our team will review your request within 2 business days
- We will communicate our decision and next steps
13. Important Reminders
- Review carefully: Examine all progress photos and provide feedback promptly
- Ask questions: If you're unsure about anything, ask before approving
- Provide quality references: Clear, high-quality photos lead to better results
- Communicate clearly: Detailed specifications help us meet your expectations
- Inspect upon delivery: Check your artwork immediately upon receipt
- Report issues quickly: Contact us within 48 hours for damage or problems
14. Contact Us
For refund requests, return inquiries, or any concerns:
We're committed to resolving any issues quickly and fairly. Your satisfaction is our priority!