Return & Refund Policy

One-of-a-kind originals

Every artwork on Obramaestra is a single physical original from the artist who made it — there are no prints, editions, or restocks. Because of that, this isn't a standard e-commerce return policy (“send it back within N days for any reason”). There are no exchanges or replacement items, and we don't accept change-of-mind returns. Refunds are for a genuine problem with the order — the piece doesn't arrive, arrives damaged, or isn't as described — reviewed case by case, not an unconditional right to return anything for any reason.

How the refund window works

When you check out, we collect your payment and hold it in escrow — it is not sent to the artist right away. It only releases once the order is marked complete, which happens the moment one of these two things occurs, whichever comes first:

• You confirm the artwork arrived, from the order's page under Purchases, or
• 14 days pass after the artist marks the order shipped, automatically — even if you never confirm.

You can request a refund any time before that release happens. The 14-day buffer exists because shipping across the Philippines can genuinely take that long on longer routes (Luzon to Mindanao, for example, regularly runs 7–10 days by courier) — it's there to give you time to actually receive and inspect the piece, not to rush you.

How to request a refund

Go to Purchases in your dashboard, open the order, and request a refund with a short explanation of what's wrong — the piece never arrived, arrived damaged, or doesn't match its listing. Our team reviews every request. If approved, the refund is processed back through Obramaestra to your original payment method.

If your refund requires a return

Some approved refunds — a damaged piece, or one that doesn't match its listing — require shipping the artwork back to the artist before the refund is issued. If that applies to your request, you'll see instructions and the artist's return address on the order's page once approved. You pay for return shipping upfront and are reimbursed separately once the return is confirmed — send us your receipt and we'll arrange it. The refund itself is issued once the artist confirms the returned piece arrived, not before. Claims with nothing to return — like an order that never arrived — skip straight to a refund with no shipping required.

Once an order is complete

Once escrow has released — you confirmed delivery, or the 14-day window elapsed — the sale is final and payment has gone to the artist. Refund requests can't be made after that point, so if a piece arrives with a genuine problem, request the refund promptly rather than waiting out the window.

Shipping and condition

Artists are responsible for packaging their work adequately and shipping it through a Philippine courier such as J&T Express, JRS Express, LBC Express, Ninja Van or 2GO Express. If a piece arrives damaged in transit or materially different from its listing, that's exactly what the refund process above covers — request one before the order completes.

Questions

This page is a plain-language summary; the governing terms live in Terms of Service, Sections 6 and 8. Questions about a specific order or this policy: support@obramaestra.art.