Refund policy
RETURN & REFUND POLICY
Ourea Luna by Patricia Graham
Last Updated: August 18, 2026
We want you to feel confident when purchasing from Ourea Luna by Patricia Graham. Because our shop includes standard merchandise as well as original artwork, handmade pieces, hand-painted items, commissions, and custom work, different return conditions apply depending on the item purchased.
Please review this policy carefully before completing your purchase.
STANDARD RETURNS
Eligible, non-custom merchandise may be returned within 14 days of delivery.
To qualify for a return, merchandise must be unused, unworn, unwashed, unaltered, and in the same condition in which it was received. Original packaging and tags, when applicable, must also be included.
All returns must be approved before being shipped back to us. Please contact Ourea Luna by Patricia Graham with your order number and reason for the return before sending any merchandise.
Unauthorized returns may not be accepted.
Unless the return is the result of an error on our part or an item arriving damaged, defective, or incorrect, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable for voluntary returns.
We strongly recommend using a trackable and appropriately insured shipping method when returning merchandise. Ourea Luna by Patricia Graham is not responsible for a return shipment that is lost or damaged while being transported back to us.
Once an approved return has been received and inspected, we will notify you regarding the status of your refund. Approved refunds will be issued to the original payment method.
FINAL SALE / NON-RETURNABLE ITEMS
Because of their unique, handmade, personalized, commissioned, altered, or one-of-a-kind nature, the following items are FINAL SALE and are not eligible for return, exchange, or refund due to change of mind, sizing preference, décor preference, or buyer's remorse:
• Original artwork
• Hand-painted dresses or garments
• Hand-painted luggage
• Commissioned artwork
• Custom artwork
• Personalized products
• Made-to-order items
• Specially requested items
• Products altered or created specifically at the customer's request
• Custom creative services once work has begun
• Digital products or downloadable materials once access has been provided
• Digital classes once access has been provided
• Gift cards
• Any product specifically marked FINAL SALE at the time of purchase
Nothing in this policy limits rights that cannot legally be waived.
ORIGINAL ARTWORK
All original artwork is final sale.
Customers are responsible for reviewing the artwork's listed dimensions, medium, materials, photographs, description, and other available information before purchasing.
Minor differences in color may occur between digital photographs or individual screens and the physical artwork. Normal variations in screen display are not considered defects.
Original artwork cannot be returned because it does not fit an intended wall, room, frame, space, décor, color scheme, or personal preference after delivery.
The purchase of an original artwork transfers ownership of the physical artwork only. Copyright, reproduction rights, licensing rights, image rights, and other intellectual-property rights remain with Patricia Graham/Ourea Luna unless those rights are expressly transferred in a separate written agreement.
CUSTOM, COMMISSIONED & HAND-PAINTED WORK
Custom work is created specifically for an individual customer and generally cannot be resold in the same manner as standard merchandise.
Once creative work has begun, deposits and payments attributable to completed creative work, reserved studio time, and purchased project-specific materials are non-refundable except where required by applicable law or when Ourea Luna by Patricia Graham is unable to complete the agreed-upon work.
Before beginning a custom project, the customer is responsible for reviewing and approving the agreed-upon specifications, which may include dimensions, general concept, colors, materials, garment, luggage, wording, reference images, or other project details.
Handmade and hand-painted work will contain natural variations. These variations are part of the character of original handmade work and are not considered defects.
Changes requested after work has begun may result in additional charges and may affect the completion date.
DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Final-sale status does not prevent a customer from contacting us about a legitimate problem with an order.
If an item arrives damaged, defective, or materially different from what was ordered, please contact us within 48 hours of delivery whenever reasonably possible.
Please include:
• Your order number
• Clear photographs of the item
• Photographs of the shipping box and packaging when shipping damage is involved
• A description of the problem
Please keep the item and all original packaging until the claim has been resolved. Packaging and photographs may be necessary for a carrier or shipping-insurance claim.
Do not discard a damaged item or its packaging before contacting us.
Depending on the circumstances, an appropriate resolution may include repair, replacement, store credit, or refund.
CLOTHING, APPAREL & ACCESSORIES
Standard, non-custom clothing and accessories may qualify for return under the 14-day standard return policy.
Returned apparel must be unworn, unwashed, unaltered, and free of odors, cosmetics, stains, pet hair, or other signs of wear or use. Original tags must remain attached when applicable.
Garments that have been painted, customized, altered, personalized, or made specifically for a customer are final sale.
PRINTS & REPRODUCTIONS
Standard prints and reproductions may qualify for return under the standard 14-day return policy if they are returned in their original condition.
Prints that have been personalized, altered, specially produced outside the standard options offered by the shop, or otherwise created specifically at the customer's request may be final sale.
Damage occurring after delivery due to improper handling, framing, mounting, installation, moisture, direct sunlight, environmental conditions, or improper storage is not considered a manufacturing defect.
EXCHANGES
We do not guarantee direct exchanges because product availability may change.
When an eligible item is returned and approved, the customer may place a new order for the preferred item or size.
Original artwork, commissions, custom items, personalized items, hand-painted items, and other final-sale merchandise cannot be exchanged.
ORDER CANCELLATIONS
For standard merchandise, please contact us as quickly as possible if you need to request cancellation.
We cannot guarantee cancellation after an order has entered processing or shipment.
For custom, commissioned, personalized, or hand-painted orders, cancellation requests must be made before creative work begins whenever possible.
Once work begins, amounts attributable to completed creative work, reserved studio time, and project-specific materials may be non-refundable, subject to applicable law.
If Ourea Luna by Patricia Graham is unable to complete or ship an order within the timeframe promised, we will communicate with the customer regarding the delay and provide any cancellation or refund options required by applicable law.
SHIPPING DELAYS
Processing time and shipping/transit time are separate.
Estimated completion and shipping dates are provided in good faith based on the information available when an order is accepted.
If circumstances arise that prevent an order from shipping within the promised timeframe, we will contact the customer regarding the delay and provide the options required by applicable law.
LOST, STOLEN OR MISDELIVERED PACKAGES
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If tracking indicates that an order has been lost or there is another delivery problem, please contact us promptly so we can determine the appropriate next steps with the shipping carrier.
Additional shipping costs caused by an incorrect address, refused delivery, or package returned as undeliverable may be the customer's responsibility.
High-value original artwork and custom pieces may require insured shipping and/or signature confirmation.
INTERNATIONAL ORDERS
International customers are responsible for any applicable duties, taxes, customs charges, import fees, brokerage fees, or local requirements unless otherwise specifically stated during checkout.
Refusing an international shipment because of customs charges does not automatically make an otherwise final-sale item eligible for return or refund.
REFUND PROCESSING
Approved refunds will be issued to the original payment method whenever possible.
The time required for funds to appear after a refund has been issued can vary depending
