Returns and Refunds
At The Urban Narrative, each artwork is uniquely hand-painted with utmost care and precision. Because our pieces are original works of art rather than mass-produced prints, colors and brushstrokes may naturally exhibit slight variations in person compared to how they appear online. Photography, screen settings, and the unique lighting in each space (natural versus warm or cool indoor light) can all affect how tones and textures are perceived. Our artists take great pride in every piece, and refunds are not available for these natural, slight variations.
Please review our policy details below before initiating a return.
1. Eligibility & Timeframes
Standard Guarantee:
Our guarantee is active for 14 days post-delivery inclusive.
Condition of Items:
Products must be returned within 14 days of receiving your order. To receive a full refund, all items must be returned in the exact same condition in which you received them, complete with their original packaging. All items undergo inspection upon return; if an item is returned damaged, we cannot issue a refund.
Non-Returnable Items (Change of Mind):
Change of mind returns cannot be accepted for paintings from our Prelude and Legacy collections. Each of these pieces is hand-painted to order and governed by limited paint lifetime allocations to preserve scarcity.
Framing Disclaimer:
We do not offer framing services. Any viewing frames displayed on our pages are exclusively for visualization purposes; returns or claims will not apply based on framing expectations.
2. Damaged or Defective Items
Transit & Delivery:
Please inspect your order immediately upon receipt. If your return relates to transit timing or packaging, please refer to our Shipping & Delivery page. For care guidance after arrival, please consult our Painting Care Guide.
Reporting Damage:
While rare, if your artwork arrives damaged, please reach out to us within 48 hours of delivery so we can evaluate the issue and resolve it smoothly. Damage requests made beyond our 48-hour inspection window fall outside our return and refund policy.
Return Window for Confirmed Damage:
Once our team has reviewed and confirmed the damage, customers have a 14 business day window to return the item to us.
Environmental Care & Storage:
Our paintings are sealed and packaged with great care. While resistant to most environmental conditions, we advise that customers do not leave paintings outdoors or in direct sunlight once hung, or rolled for an extended period of time once received. Warm or humid climates can lead to condensation buildup and potential damage to the paint surface if tightly rolled. We do not accept responsibility for damage resulting from improper storage or sun exposure.
For care guidance after arrival, use our Painting Care Guide.
3. How to Initiate a Return
To start a return, please email contact@theurbannarrative.com with the subject line 'Returns' and include:
- Your order number
- Your full name
- The reason for the return
Return Shipping Address: All approved returns must be sent to our QLD office:
The Urban Narrative
Parcel Locker 10314 13096
Shop 8b 803 Stanley Street, Woolloongabba, QLD, Australia 4102
Note: Return shipping costs are not covered by The Urban Narrative.
4. Refunds & Processing
Processing Time:
Refunds will be actioned within 5 business days from the date we receive your order back to our office. Once inspected and approved, a confirmation email regarding your refund status will be sent.
Account Deposit:
Refunds are processed automatically back to your original payment method. It can take up to an additional 5 business days for the funds to appear in your account, subject to your bank's processing times. We only issue refunds to the original payment method provided.
VAT/DUTY Disclaimer:
Returns and refunds are not applicable for orders where VAT/DUTY charges were not paid.
5. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is being shipped into the European Union, you maintain the right to cancel or return your order within 14 days, for any reason and without justification. As with our standard policy, your item must be in the same condition that you received it, in its original packaging, accompanied by the receipt, invoice, or proof of purchase.
6. Gift Cards
Redemption & Expiration:
Gift cards can be redeemed exclusively at TheUrbanNarrative.com.
Please treat gift cards like cash; they cannot be exchanged for cash, checks, or credit.
Returns & Reissuance:
Gift cards cannot be returned, but they may be reissued to another recipient at your request at no extra charge.
Lost Card Guarantee:
We understand that things can get lost or misplaced. If your gift card is lost or stolen, simply contact us with proof of purchase. We will recover the remaining value and issue a new gift card code to you at no additional cost.