Refund policy
Last Updated: September 5, 2026
At MadeByBrush, many of the pieces we create are made specifically for one person.
A customized piece cannot simply be placed back on a shelf and sold to someone else. For that reason, customized products and non-customized products are subject to different return policies.
We want these terms to be clear before you place your order. If something genuinely goes wrong on our side, please contact us—we’ll work with you to make it right.
1. Customized Products
A Customized Product is any product created, personalized, painted, printed, modified, or otherwise produced specifically according to information, photographs, artwork, text, ideas, instructions, or other content submitted by the customer.
This includes both:
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Hand-painted customized products; and
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Printed or otherwise produced customized products.
Customized Products Are Final Sale
Because customized products are made specifically for you, they are final sale and are not eligible for standard returns or exchanges.
We do not accept returns or exchanges because of:
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A change of mind;
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Personal preference;
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A customer choosing the wrong size;
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A customer providing incorrect information;
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A customer uploading the wrong photograph or reference material;
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Spelling, dates, names, colors, or other details submitted incorrectly by the customer;
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Differences between a customer's expectation and the natural artistic interpretation of a handmade work; or
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Other circumstances that are not the result of an error by MadeByBrush.
However, if there is a genuine problem caused by us, please contact us as described below.
2. Problems With a Customized Product
Please contact us if:
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Your product arrives damaged;
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We send you the wrong product;
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We produce the wrong garment size compared with the size shown on your confirmed order;
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We fail to follow the customization information that you correctly submitted;
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Your product has a significant manufacturing or workmanship defect; or
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There is another clear error attributable to MadeByBrush.
Please contact us within 7 calendar days of delivery at:
Include:
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Your order number;
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A description of the problem;
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Clear photographs of the complete product;
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Close-up photographs showing the problem; and
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Photographs of the packaging if the item was damaged during delivery.
We may request additional information where reasonably necessary to assess the issue.
Depending on the circumstances, MadeByBrush may offer an appropriate solution such as:
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Repair;
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Replacement;
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Remake;
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Store credit;
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Partial refund; or
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Full refund.
The appropriate remedy will depend on the nature and severity of the issue.
3. Customer-Selected Size
Please review our size guide carefully before purchasing a customized product.
If the size shown on your order is the size that MadeByBrush produced and shipped, but the product does not fit because the customer selected the wrong size, the product is not eligible for a refund, exchange, or complimentary remake.
Because customized products are individually created and cannot reasonably be resold, we cannot remake a personalized piece free of charge due to an incorrectly selected size.
If MadeByBrush produces or ships a different size from the size stated on your order, please contact us within 7 days of delivery so we can resolve the issue.
4. Handmade Variations
MadeByBrush celebrates the character of work created by human hands.
For hand-painted products, minor variations in:
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Brushstrokes;
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Lines;
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Color;
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Texture;
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Placement;
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Proportion;
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Detail; and
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Other artistic characteristics
are a natural part of the handmade process.
No two hand-painted pieces will be completely identical.
Colors may also appear somewhat different in person because of lighting conditions, photography, fabric characteristics, paint characteristics, and differences between device displays.
These reasonable variations are part of the character of handmade artwork and are not considered defects.
5. Customer-Submitted Information
Our artists create customized products based on the photographs, images, text, instructions, ideas, and other information you provide.
Please carefully review everything you submit before completing your order.
MadeByBrush is not responsible for errors resulting from customer-provided information, including:
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Incorrect spelling;
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Incorrect names or dates;
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Incorrect colors or instructions;
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Incorrect photographs;
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Poor-quality reference images;
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Incorrect sizing selections; or
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Other inaccurate or incomplete information provided by the customer.
If you provided the correct information but we produced the product incorrectly, that is different—please contact us and we will review the issue.
Unless expressly stated otherwise for a particular product or service, MadeByBrush does not guarantee that a separate artwork proof or design approval will be provided before production begins.
6. Cancelling a Customized Order
Customized orders may only be cancelled before production has begun.
Because our artists and production team may begin preparing or creating your piece shortly after your order is placed, we recommend contacting us as soon as possible if you need to request a cancellation.
Email:
If production has not yet begun, we may approve the cancellation and issue a refund.
Once customization, printing, preparation, painting, or other production work has begun, the order can no longer be cancelled.
Submitting a cancellation request does not guarantee that the order can still be cancelled.
NON-CUSTOMIZED PRODUCTS
7. 14-Day Return Policy
For eligible non-customized products, you may request a return within 14 calendar days after the order is delivered.
A non-customized product is a product that was not created, personalized, painted, printed, or otherwise modified specifically according to your individual instructions.
This may include certain MadeByBrush collections, Artist Editions, collaborations, and ready-to-wear products unless otherwise stated on the applicable product page.
8. Return Conditions
To qualify for a return, the product must be:
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Unworn;
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Unwashed;
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Unused;
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In its original condition;
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Free from stains, odors, perfume, makeup, smoke, pet hair, or other signs of use;
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Returned with its original tags attached; and
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Returned with original packaging where reasonably possible.
We reserve the right to refuse a return if the product shows signs of wear, washing, damage, alteration, misuse, or other conditions inconsistent with these requirements.
Proof of purchase may be required.
9. How to Start a Return
Do not send a product back to us without first contacting MadeByBrush.
To request a return, email:
Please include:
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Your order number;
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The product you wish to return; and
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The reason for the return.
If your return is approved, we will provide return instructions and the applicable return address.
Returns sent without prior authorization may not be accepted.
Because our production or return location may change, please use only the return address provided by our customer service team for your approved return.
10. Return Shipping
For ordinary returns of eligible non-customized products, the customer is responsible for return shipping costs.
Return shipping costs are non-refundable.
We strongly recommend using a trackable shipping service and retaining proof of shipment.
MadeByBrush is not responsible for a return package that is lost or damaged before it is received by us.
If a return is required because of an error attributable to MadeByBrush, such as receiving the wrong product or a verified defective product, we may provide or reimburse reasonable return shipping as appropriate.
11. Exchanges
MadeByBrush does not currently process direct exchanges for ordinary non-customized products.
If you would like a different:
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Size;
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Color;
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Style; or
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Product,
please return the eligible original product in accordance with this Policy and place a new order for the item you want.
This allows the replacement item to be ordered immediately without waiting for the return process to be completed.
Availability of the new item is not guaranteed.
Customized products are not eligible for size or preference exchanges except where MadeByBrush produced or shipped something different from the customer's order.
12. Original Shipping Charges
Original shipping charges are non-refundable.
If your order qualified for free shipping, no original shipping charge will be deducted solely because you return an eligible product unless otherwise disclosed before the return.
If the return results from a verified error by MadeByBrush, we will determine the appropriate treatment of shipping charges as part of resolving the issue.
13. Refunds
Once an approved return has been received, we will inspect the product.
If the return meets the requirements of this Policy, we will issue the applicable refund to your original payment method.
Please allow approximately 5–10 business days after approval for MadeByBrush to process the refund.
Your bank, card issuer, PayPal, or other payment provider may require additional time before the refund appears in your account.
MadeByBrush does not control processing times imposed by financial institutions or payment providers.
If more than a reasonable period has passed after we confirm that a refund has been issued, please contact your payment provider first and then contact us if you still need assistance.
14. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as it arrives.
If your item:
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Arrives damaged;
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Has a significant defect;
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Is the wrong product;
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Is the wrong size due to an error by MadeByBrush; or
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Was incorrectly produced compared with your submitted customization instructions,
contact us within 7 calendar days of delivery.
Email:
Do not discard the product or packaging before contacting us, as photographs or other evidence may be required.
Depending on the circumstances, we may offer a:
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Repair;
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Replacement;
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Remake;
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Store credit;
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Partial refund; or
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Full refund.
We will determine the appropriate remedy based on the circumstances of the individual order.
15. Final Sale Items
The following products are not eligible for standard returns or exchanges:
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Customized products;
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Personalized products;
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Hand-painted custom products;
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Printed custom products;
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Gift cards;
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Products marked Final Sale;
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Sale or clearance products; and
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Other products expressly identified as non-returnable before purchase.
This does not prevent you from contacting us if an item arrives damaged, defective, incorrectly produced, or otherwise affected by an error attributable to MadeByBrush.
16. Non-Customized Order Cancellations
If you wish to cancel a non-customized order, please contact:
as soon as possible.
We will try to accommodate cancellation requests received before the order has entered fulfillment or shipping.
However, we cannot guarantee that an order can be cancelled once processing has begun.
If the order has already shipped, you may need to wait until it is delivered and then request a return under this Policy if the product is eligible.
17. Refused or Undeliverable Packages
Please make sure your shipping information is complete and accurate before submitting your order.
If a package is returned to us because of:
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An incorrect or incomplete address provided by the customer;
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Failure to receive or collect the package;
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Refusal of delivery; or
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Other circumstances outside MadeByBrush's control,
additional shipping charges may apply if the order must be sent again.
Customized products returned to us as undeliverable do not become eligible for a refund merely because delivery was unsuccessful.
Please contact us so we can determine the available options.
18. Return Abuse
MadeByBrush reserves the right, where reasonably necessary, to refuse a return or transaction if we identify evidence of:
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Fraud;
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Return abuse;
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Repeated use-and-return behavior;
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Altered or falsified product conditions;
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Misrepresentation of damage or defects; or
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Other misuse of our return process.
This provision does not affect rights that cannot lawfully be waived under applicable law.
19. Your Legal Rights
This Policy is intended to describe MadeByBrush's standard commercial return and refund practices.
Nothing in this Policy is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.
Where applicable law provides rights that conflict with this Policy, the applicable legal requirement will control.
20. Contact Us
If you have questions about a return, refund, cancellation, damaged item, or customized order, please contact:
MadeByBrush
Website: madebybrush.com
Email: support@madebybrush.com
We know that customized pieces often carry more meaning than an ordinary purchase. If something is genuinely wrong with your order because of an error on our side, tell us.
We’ll do our best to make it right.