1Made-to-order artwork
Every painting we create is a bespoke, made-to-order piece, hand-painted from your own photographs specifically for you. Under UAE consumer protection law, custom-made goods are treated differently from off-the-shelf products. Because a commissioned painting cannot be resold to anyone else, the cancellation and refund rights below are tailored to custom work. This policy is disclosed to you before you commit and pay.
2Payment in advance
Payment is 100% in advance. The full price is paid to confirm and begin your commission, and we begin work once payment is received. This payment covers the time, materials and scheduling we commit to your bespoke piece once it is confirmed. Because each painting is made to order from your photographs, this payment is non-refundable once work has begun, including for a change of mind, as explained in section 3. This does not affect your statutory rights, which are covered in section 4.
3Cancelling and change of mind
You may cancel your commission by contacting us in writing. How a cancellation is handled depends on the stage of the work:
- Before work has begun: A non-refundable amount equal to 30% of your payment applies if you cancel after paying but before we have started work on your piece. This reflects the production slot reserved for your commission, which we hold for you and decline to other clients, together with consultation and scheduling costs. We will refund the remaining 70%, less any further costs we have reasonably incurred.
- Once work has begun: because materials and studio time have already been committed to your bespoke piece, your payment is non-refundable for a change of mind.
Later in the process we share a digital proof for your approval. Approving the proof is the point at which you lock the design and accept what is visible in the proof, and it is a protection for both of us against later disputes. It does not create a new refund right and does not change the position above: the commission is already non-refundable for a change of mind from the moment we begin work.
In short, because these are custom pieces made to order, the commission is non-refundable for a change of mind once work has begun. This limitation applies only to a change of mind, and not to the situations described in section 4.
4If something is wrong with your painting
Your statutory rights are fully protected. If your painting arrives damaged, is defective, or materially differs from the proof you approved, you are entitled to a remedy. We will repair, replace, or otherwise remedy the piece.
To help us put things right quickly, please:
- Inspect your painting as soon as you receive it.
- Contact us promptly, ideally within 7 days of delivery, at hello@saehaestudio.com or +971 58 968 0480.
- Send clear photographs of the issue and, for transit damage, of the packaging where possible.
We will then agree the appropriate remedy with you. Please note that the natural characteristics of a hand-painted original, such as visible brushwork, texture and small natural variations, and differences caused by your screen when viewing a digital proof, are not defects.
5How refunds are paid
Where a refund is due under this policy, we process it using the original payment method where possible, in UAE Dirham (AED), within a reasonable period after the refund is agreed.
6Need help
Please contact us first at hello@saehaestudio.com so we can resolve any concern directly.