Refund policy

Return & Refund Policy

Last Updated: July 30, 2026

Thank you for shopping with Sketchora.

We want our return and refund process to be clear, fair, and transparent. Please read this policy carefully before requesting a return, refund, exchange, or cancellation.

This Return & Refund Policy applies to purchases made directly through sketchora.us. Products purchased from another website, marketplace, retailer, or third party must be returned through the original place of purchase.

Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded or limited under applicable law.

1. Return Eligibility

You may request a return within 30 calendar days after the order is shown as delivered, subject to the conditions below.

To qualify for a return, the item must:

Be unused, unaltered, and in the same condition in which it was received
Include all original packaging, labels, manuals, accessories, protective materials, and included components
Be free from stains, paint, ink, adhesive, odors, scratches, markings, contamination, or other signs of use
Be accompanied by valid proof of purchase from sketchora.us
Be returned only after receiving written return authorization from Sketchora
Be shipped within 7 calendar days after return authorization is issued

We reserve the right to reduce or deny a refund when an item is returned used, damaged, incomplete, altered, contaminated, or in a condition that materially reduces its value, except where the condition resulted from a verified product defect or an error by Sketchora.

2. Art Supplies and Consumable Products

Certain art supplies are consumable, sensitive to contamination, or unsuitable for resale after opening.

The following products must be unopened, unused, and in their original sealed packaging to qualify for a discretionary return:

Paints, inks, dyes, pigments, and painting mediums
Markers, pens, paint pens, and similar drawing instruments
Adhesives, glues, sealants, and varnishes
Resin, casting materials, powders, pastes, and mixing compounds
Clay, modeling materials, and sculpting compounds
Fixatives, sprays, solvents, cleaners, and chemical products
Pastels, charcoal, graphite, and other products that show immediate signs of use
Palettes, mixing containers, brushes, sponges, and tools affected by paint, ink, oil, moisture, or other materials

Once opened, unsealed, activated, mixed, contaminated, or partially used, these products generally cannot be returned for a change of mind.

This restriction does not apply when the item was delivered damaged, defective, contaminated before delivery, materially different from what was ordered, or where a return is otherwise required by applicable law.

3. Items That Cannot Be Returned

The following items are not eligible for return unless they arrive damaged, defective, incorrect, or applicable law requires otherwise:

Gift cards and store credit
Items clearly identified as final sale or non-returnable before purchase
Customized, personalized, engraved, or made-to-order products
Products cut, measured, mixed, assembled, or modified according to customer instructions
Opened or used consumable art supplies
Items damaged through misuse, neglect, improper storage, improper cleaning, unauthorized repair, or failure to follow product instructions
Items missing original packaging, accessories, components, or identification labels
Products not purchased directly from sketchora.us
Free promotional items unless the entire qualifying order is returned
Items prohibited from being returned through ordinary mail or carrier services

Minor differences in screen color, display brightness, packaging design, or manufacturer presentation do not automatically mean that a product is defective. We will evaluate whether any difference materially affects the product ordered.

4. Hazardous, Flammable, Aerosol, or Restricted Products

Some art materials may contain liquids, aerosols, solvents, chemicals, flammable substances, pressurized contents, or other materials subject to carrier restrictions.

Do not mail or ship any hazardous, flammable, aerosol, chemical, or restricted product without first receiving written instructions from Sketchora.

Depending on applicable transportation rules, the product may require:

A specialized return method
Specific packaging or labeling
Disposal instructions
Photographic verification instead of a physical return
Direct handling by the manufacturer or fulfillment provider

Sketchora is not responsible for penalties, losses, damage, or rejected shipments resulting from a customer sending restricted materials contrary to our instructions or applicable carrier requirements.

5. How to Request a Return

To request a return, email:

jointopswarksuck@gmail.com

Please include:

Your full name
Your order number
The email address used for the order
The product you wish to return
The reason for the return
Clear photographs or videos when the item is damaged, defective, incorrect, incomplete, or materially different from what was ordered

We typically respond within 1–2 business days, Monday through Friday, excluding public holidays and periods of unusually high inquiry volume.

Submitting a return request does not automatically approve the return.

When a return is approved, we will provide written return instructions and, where applicable, a Return Authorization number.

6. Return Authorization Required

All returns require prior written authorization.

Do not send a return to the address shown on our Contact Us page, business registration, invoice, payment statement, or website unless our customer support team has specifically confirmed that address in writing for your return.

Our registered business address is not automatically a product return facility.

Return locations may vary depending on:

The product
The supplier or manufacturer
The fulfillment location
The shipping origin
The destination country
The reason for the return
Applicable carrier restrictions

Returns sent without authorization, sent to the wrong address, sent after the authorized deadline, or sent without sufficient identifying information may be refused, delayed, lost, or ineligible for processing.

7. Return Shipping Costs

For returns based on a change of mind, ordering mistake, preference, or another reason not caused by Sketchora, the customer is responsible for:

Return shipping charges
Packaging costs
Insurance or tracking costs
Customs duties or import charges associated with the return
Risk of loss or damage while the return is in transit

We strongly recommend using a trackable shipping method and retaining the shipping receipt until the return has been completed.

Sketchora is not responsible for unauthorized returns or return packages that are lost, damaged, misdirected, refused, or not delivered to the authorized return location.

Do not send returns using cash on delivery or postage-due services. Such packages may be refused.

When a return is required because we verified that the item was damaged, defective, incomplete, or incorrectly shipped, we may provide a prepaid return label, reimburse reasonable standard return shipping costs approved in advance, issue a replacement, or provide another appropriate resolution.

Do not purchase expedited or unusually expensive return shipping without our written approval.

8. Inspection of Returned Items

All returned items are inspected before a refund is approved.

Inspection may include verification of:

Product condition
Packaging and included accessories
Serial numbers, batch numbers, or product identifiers
Signs of use, alteration, contamination, or damage
Whether the returned item matches the item originally shipped
Whether the return complies with the authorization instructions

Receiving a returned package does not automatically mean that a refund has been approved.

When the inspection is completed, we will notify you whether the return has been approved, partially approved, or rejected.

9. Refunds

Approved refunds will be issued to the original payment method whenever reasonably possible.

After a refund is approved, Sketchora will generally initiate the refund within 5 business days.

Your bank, payment processor, or card issuer may require additional processing time before the refund appears in your account. This additional posting time is controlled by the financial institution and may vary.

The refunded amount may exclude:

Original shipping charges for voluntary returns
Return shipping charges
Expedited shipping fees
Gift wrapping or optional service fees already provided
Customs duties, brokerage fees, or import taxes not collected by Sketchora
Discounts attributable to products that are not returned
Reductions reasonably associated with missing components or customer-caused damage, where permitted by law

Original shipping charges will generally be refunded when the entire order is refunded because of a verified error by Sketchora, a verified defective product, or another circumstance requiring reimbursement under applicable law.

Refunds will not be issued to a different card, bank account, payment account, or individual merely upon request.

10. Partial Refunds

A partial refund may be offered when appropriate, including when:

Only part of an order is returned
A product remains usable despite a minor verified issue
A customer chooses to keep an item after accepting a partial refund
A returned item is missing nonessential components
A bundle or promotional discount must be recalculated
The returned condition has reduced the product’s value for reasons attributable to the customer

A partial refund will be issued only after the amount and resolution have been communicated to the customer.

Accepting an agreed partial refund may resolve the specific issue covered by that agreement, except for rights that cannot legally be waived.

11. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incorrect, or incomplete, contact us within 7 calendar days after delivery whenever reasonably possible.

Include:

Your order number
A detailed description of the issue
Clear photographs of the product
Photographs of the outer and inner packaging
A photograph of the shipping label
Photographs or video showing the defect, damage, or missing component

Please retain all packaging and damaged items until the claim has been resolved. The carrier, supplier, manufacturer, or insurer may require additional evidence or inspection.

After reviewing the available information, we may offer one or more of the following:

Replacement of the item
Replacement of a missing or damaged component
Repair instructions or manufacturer support
Partial refund
Full refund
Store credit, when voluntarily accepted by the customer
Another remedy required by applicable law

The appropriate resolution depends on the nature of the issue, product availability, supporting evidence, applicable warranty terms, and legal requirements.

Failure to report the issue within 7 days may affect our ability to verify carrier damage or missing contents, but it does not eliminate any non-waivable rights provided by applicable law.

12. Exchanges

Direct exchanges are generally limited to products that were:

Damaged during delivery
Defective
Incorrectly shipped
Missing material components

Replacement products are subject to availability.

When a replacement is unavailable, we may offer a refund or another appropriate resolution under this policy.

For preference-based changes, such as selecting a different color, size, style, quantity, or variation, we may require you to return the original product and place a new order.

We do not guarantee that the desired replacement product will remain available while a return is in transit.

13. Order Cancellations

Cancellation requests must be sent to:

jointopswarksuck@gmail.com

We will make a reasonable effort to cancel the order, but cancellation is not guaranteed.

An order may enter verification, processing, supplier preparation, or fulfillment shortly after it is placed. Once processing or shipment has begun, cancellation may no longer be possible.

A cancellation request is not approved until you receive written confirmation from Sketchora.

If cancellation is no longer possible, you may request a return after delivery, subject to this policy.

If we are unable to ship an order within the applicable promised shipping period, we will provide cancellation, refund, or delay options as required by applicable law.

14. Product Availability and Substitutions

Product availability may change after an order is placed.

If an ordered item becomes unavailable, we may:

Cancel and refund the unavailable item
Contact you regarding a delay
Request your approval for an alternative product
Ship the available portion of the order and refund the unavailable portion when appropriate

We will not intentionally substitute a materially different product without your consent.

Minor manufacturer packaging changes that do not materially change the ordered product may not require prior approval.

15. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address before submitting an order.

Please review:

Recipient name
Street address
Apartment or unit number
City
State or region
Postal code
Country
Telephone number

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after processing begins.

If a package is returned because of an incorrect or incomplete address, refused delivery, failure to collect the package, or another circumstance attributable to the recipient, we may offer:

Reshipment after payment of additional shipping charges
Refund of the eligible product price after the returned package is received and inspected
Another reasonable resolution based on the circumstances

Original shipping charges and carrier return fees may be deducted or excluded to the extent permitted by law.

16. Refused and Unclaimed Packages

Refusing delivery does not automatically qualify an order for a full refund.

Packages refused, abandoned, or left unclaimed may be returned to the sender, destroyed, held by customs, or subject to carrier fees.

A refund, when available, will generally be considered only after the product has been returned to and received by an authorized facility.

Shipping charges, return-to-sender fees, customs charges, storage fees, and other costs may be deducted from the refund where permitted by law and where the circumstances were not caused by Sketchora.

17. Packages Marked as Delivered but Not Located

When tracking shows that a package was delivered but you cannot locate it, please:

Confirm the shipping address on the order
Check around the delivery location
Ask household members, neighbors, building staff, or reception staff
Review any delivery photograph or carrier notice
Contact the shipping carrier or local delivery office

After completing these steps, contact Sketchora with your order number and relevant carrier case number.

We will review the available tracking information and assist with a carrier inquiry when reasonably possible.

A delivered tracking scan does not automatically determine the outcome of every claim. Resolution may depend on carrier records, delivery evidence, address accuracy, investigation findings, insurance coverage, and applicable law.

18. Lost Packages

If tracking does not show delivery and the package appears to be lost, contact us after the estimated delivery period has passed.

We may request that you:

Confirm the delivery address
Allow a reasonable carrier investigation period
Complete a missing-package declaration
Cooperate with the carrier, payment provider, insurer, or local authorities

Depending on the investigation and applicable circumstances, we may offer a replacement, refund, or other appropriate resolution.

19. International Returns

For orders delivered outside the country from which the product was shipped:

Return shipping may be expensive or restricted
Customers are generally responsible for return shipping on voluntary returns
Customs duties, taxes, brokerage fees, and import charges may be non-refundable by Sketchora
A returned package may incur additional customs or handling charges
Certain products may not be eligible for international return because of carrier or regulatory restrictions

When a return is caused by a verified Sketchora error, we will provide an appropriate resolution consistent with applicable law and the circumstances of the order.

Before sending an international return, contact us and obtain written instructions.

20. Promotions, Bundles, and Free Gifts

When an order received a bundle discount, quantity discount, promotional discount, or free gift, the refund may be recalculated based on the products retained.

To receive a full refund for a qualifying promotional bundle, all products and promotional items included in the offer may need to be returned.

If a free gift is not returned, its stated or reasonable value may be deducted from the refund where permitted by law and disclosed as part of the applicable promotion.

21. Suspected Fraud or Return Abuse

To the extent permitted by law, Sketchora reserves the right to refuse, limit, or investigate a return or refund request involving:

Items not purchased from Sketchora
A product different from the item originally shipped
Altered or falsified photographs, documents, or tracking information
Empty-package or substituted-item returns
Repeated or excessive return abuse
Intentional product damage
Fraudulent payment activity
Threats, impersonation, or misuse of the return process

We may request additional identity, payment, delivery, or product verification when reasonably necessary to prevent fraud.

This section does not limit legitimate consumer claims or rights protected by applicable law.

22. Chargebacks and Payment Disputes

We encourage customers to contact us first so that we have an opportunity to investigate and resolve the issue.

Opening a payment dispute does not expand or reduce any rights available under applicable law or the rules of the payment provider.

When a payment dispute is opened, we may provide the payment provider with relevant order records, communications, tracking information, delivery confirmation, return records, and policy acceptance information.

Refunds cannot always be processed through the ordinary store system while an active payment dispute is pending.

23. Policy Changes

We may update this Return & Refund Policy from time to time to reflect operational, product, carrier, payment, or legal changes.

The version applicable to an order will generally be the version displayed when the order was placed, except where a later change is required by law or provides the customer with more favorable terms.

The “Last Updated” date shown at the top identifies the most recent revision.

24. Contact Information

For questions regarding a return, refund, exchange, damaged product, or cancellation, contact:

Store Name: Sketchora

Legal Business Name: STOREVIA LIMITED

Email: jointopswarksuck@gmail.com

Phone: +1 (936) 260-5549

Website: sketchora.us

Registered Business Address:

Unit 809, 8/F Brill Plaza
84 To Kwa Wan Rd
To Kwa Wan
Hong Kong

The registered business address is not a return address unless confirmed in writing by our customer support team.