Returns & Refunds Policy

Effective date: 22 August 2026

This policy explains the cancellation, return and refund arrangements applying to purchases made from Eman Khalifa through emansgallery.com, directly from Eman Khalifa in person, or through a third-party platform associated with emansgallery.com.

1. Products Covered by This Policy

Products are fulfilled in two ways.

Products Dispatched From Eman Khalifa’s Studio

These include:

• original artworks;
• A4 mounted prints;
• A6 prints; and
• any other product stated to be dispatched from Eman Khalifa’s studio.

The same studio-product return conditions apply to all these products.

Products Fulfilled Through Printful

The following products are produced and fulfilled through Printful:

• canvas prints;
• framed paper prints; and
• merchandise.

Printful products follow the separate procedure explained in Section 13.

2. Online Cancellation Period

For an eligible online purchase, the customer may submit a cancellation request at any time after online payment has been accepted and until the end of the cancellation period.

The cancellation period ends 14 calendar days after the day on which the customer, or a person nominated by the customer, takes physical possession of the product.

The customer does not have to provide a reason for cancelling.

If a cancellation request is received before dispatch, Eman Khalifa will review whether dispatch or fulfilment can be stopped. Cancellation cannot be guaranteed once studio preparation, Printful fulfilment or dispatch has begun. If the product has already been dispatched, the return requirements in this policy will apply.

3. How to Submit a Cancellation Request

The customer must send the cancellation request to:

talk@emansgallery.com

The email should use the subject line:

Cancellation Request – Order [order number]

The request must include:

• the customer’s full name;
• the order number;
• the email address used for the purchase;
• the delivery address;
• the name of each product being cancelled;
• the online purchase date;
• the delivery date, if delivery has occurred; and
• a clear statement that the customer is cancelling the purchase.

The customer may use the following wording:

I, [full name], notify Eman Khalifa that I am cancelling my online purchase of [product name], order number [order number], purchased on [purchase date] and delivered on [delivery date, if applicable]. My delivery address is [address] and the email address used for the purchase is [email address].

The cancellation request must be sent before the cancellation period expires.

Sending a cancellation request does not authorise the customer to return the product using a service or address of the customer’s choosing.

4. Return Authorisation and Instructions

After receiving a valid cancellation request, Eman Khalifa will provide the applicable return instructions.

The customer must not dispatch a return until Eman Khalifa has confirmed in writing:

• the approved return address;
• the approved return-delivery service or delivery requirements;
• the required insurance level;
• the packaging requirements;
• the return reference or information that must accompany the product; and
• any other instructions reasonably required for a safe return.

A return sent without prior written approval, to an unapproved address or using an unapproved delivery service may be refused.

5. Deadline for Returning a Product

A separate 14-day return window begins when the customer submits the cancellation request.

The customer must submit the cancellation request and, following confirmation from Eman Khalifa of the applicable return instructions, dispatch the product without undue delay and within the 14-day return window.

The customer must provide satisfactory evidence that the product was dispatched within this period using the return-delivery service approved by Eman Khalifa.

The evidence must include:

• proof of dispatch;
• the tracking reference;
• the date of dispatch;
• the delivery-service receipt;
• evidence of the insured value; and
• the photographs required under Section 7.

6. Return Shipping and Delivery Service

The customer must pay the complete cost of returning the product.

The return-delivery service must:

• be approved in writing by Eman Khalifa before dispatch;
• provide end-to-end tracking;
• require proof of delivery;
• be appropriate for the product’s size, nature and value;
• provide insurance for the product’s full purchase value; and
• comply with all packaging and handling instructions supplied by Eman Khalifa.

Eman Khalifa is not required to accept a return delivered through an unsuitable or unapproved service.

The customer will remain responsible for any loss in value, damage or additional direct costs incurred in a product return.

7. Photographs Required Before Return Dispatch

Before dispatching the return, the customer must photograph:

• the complete front of the product;
• the complete back of the product;
• all sides and edges;
• close-up views showing its condition;
• any frame, mount, certificate or accessory supplied;
• the inner protective packaging;
• the product placed inside the packaging;
• the closed outer packaging;
• the shipping label; and
• the delivery-service receipt.

The photographs must be clear, appropriately lit and sufficient to show the product’s condition and how it was packaged.

The customer must retain the original photographs until the return and refund process has been completed.

Failure to provide satisfactory photographs may affect Eman Khalifa’s ability to assess what occurred during the return.

8. Responsibility During the Return

The customer remains responsible for the product during the return until it has been delivered in accordance with the approved instructions.

The customer will remain responsible for loss, damage, deterioration or additional direct costs caused by:

• unsuitable packaging;
• failure to follow the return instructions;
• use of an unsuitable or unapproved delivery service;
• insufficient insurance;
• incorrect return information;
• avoidable delay; or
• handling of the product during the return.

If the approved delivery service loses or damages the product, the customer must cooperate fully with any delivery or insurance claim and provide all requested evidence.

9. Condition of Studio-Dispatched Products

A full refund of the product price will be available where the product is returned in the same condition in which it left Eman Khalifa’s studio, as determined by Eman Khalifa following inspection.

The customer may examine the product only to the extent reasonably necessary to establish its nature, characteristics and appearance.

The product must be returned with everything originally supplied, including any applicable:

• frame;
• mount;
• certificate of authenticity;
• protective covering;
• accessories;
• documents; and
• specialist or reusable packaging.

Original artworks and other studio products may be photographed, inspected or recorded before leaving the studio. Eman Khalifa may also record their packaging.

A returned product will be assessed by Eman Khalifa. Eman Khalifa is not required to rely exclusively upon, or provide the customer with, a pre-dispatch photographic or video record.

Eman Khalifa will make the final condition assessment for the purpose of calculating the refund and will explain any deduction made.

10. Loss in Value, Damage and Deductions

Eman Khalifa may deduct an amount reflecting any loss in value caused by the customer’s handling, use, damage, alteration, inadequate packaging or failure to follow the approved return instructions.

A deduction may include loss in value or direct remedial costs associated with:

• scratches, dents, tears, staining or marking;
• damage to the artwork surface, paper, canvas, frame or mount;
• exposure to smoke, moisture, odours, contaminants or unsuitable conditions;
• alteration, repair, cleaning or treatment by the customer or another person;
• missing certificates, frames, mounts, accessories or documents;
• damaged or missing specialist packaging;
• conservation, cleaning, reframing, remounting, re-stretching or repackaging;
• reduced resale value;
• return shipping, storage, customs or handling charges incurred by Eman Khalifa; or
• making the product reasonably suitable for resale again.

Eman Khalifa may deduct the amount of the diminished value from the refund, up to the product’s full purchase price.

Any deduction will be determined following inspection and may be supported by photographs and an explanation of the damage, change in condition, remedial work, direct costs or reduction in value.

If the loss in value and applicable direct costs equal or exceed the product’s purchase price, no product-price refund will be payable.

11. Amounts Included in or Excluded From a Refund

For an eligible online cancellation, the refund will be calculated from:

• the product price paid; and
• the cost of the least expensive standard outward-delivery option offered for the order.

If the customer selected a more expensive or enhanced outward-delivery option, the additional amount above the least expensive standard option will not be refunded.

The following will not be refunded:

• the customer’s return shipping cost;
• return insurance and packaging costs;
• enhanced, express, premium or special-delivery charges above the least expensive standard outward-delivery option;
• customs duties, import VAT, local taxes, brokerage charges or handling fees;
• costs resulting from refused, unsuccessful or unclaimed delivery;
• address-correction, storage or redelivery charges;
• direct costs caused by failure to follow the approved return instructions;
• loss in value or remedial costs determined under Section 10; and
• charges imposed in connection with a Printful return for which the customer is responsible.

12. Refund Timing and Payment Method

Eman Khalifa may withhold the refund until the customer provides satisfactory evidence that the product has been dispatched using the approved return-delivery service.

The evidence must demonstrate that the product was dispatched within the required period and in accordance with the return instructions.

The amount of the refund will be calculated after considering:

• the product’s return condition;
• the evidence provided by the customer;
• the approved delivery tracking;
• any loss in value;
• any damage;
• applicable direct costs;
• any missing components; and
• any deductions described in this policy.

An eligible refund will be issued without undue delay and no later than 14 calendar days after the earlier of:

• the day Eman Khalifa receives the returned product; or
• the day the customer provides satisfactory evidence that the product was dispatched using the approved return-delivery service.

The refund will normally be made to the original payment method. Eman Khalifa may agree another payment method with the customer where necessary.

Eman Khalifa is not responsible for processing time imposed by the customer’s bank, card provider, payment provider or third-party sales platform after the refund has been issued.

13. Printful Products

This section applies to:

• canvas prints;
• framed paper prints; and
• merchandise.

These products are produced and fulfilled through Printful.

The customer must contact Eman Khalifa at talk@emansgallery.com before attempting to return a Printful product.

The customer must not send the product to Eman Khalifa’s studio, directly to Printful or to an address appearing on the original parcel unless Eman Khalifa has confirmed that return address in writing.

Eman Khalifa will liaise with Printful and provide the customer with the applicable instructions.

The customer must:

• follow the approved Printful return procedure;
• use the return address and delivery service confirmed by Eman Khalifa;
• pay the applicable return shipping and insurance costs;
• provide the required photographs and evidence; and
• return the product in the same condition in which it was received.

After Printful has confirmed to Eman Khalifa that the product has been returned and assessed, Printful will determine the amount, if any, that it will refund or credit to Eman Khalifa after its applicable deductions.

Eman Khalifa will then calculate the refund payable to the customer based on the amount refunded or credited by Printful, less:

• deductions imposed by Printful;
• return shipping or handling costs;
• loss in value;
• damage;
• missing components; and
• any other return-related amount for which the customer is responsible under this policy.

Claims concerning a misprinted, damaged or defective Printful product must be reported to Eman Khalifa as soon as possible with clear photographs of the product, packaging and shipping label. Printful presently requires such claims to be submitted within 30 days after the product has been received.

14. Commissioned, Personalised and Custom-Made Products

Products commissioned, personalised or made to the customer’s specifications are not eligible for change-of-mind cancellation or return once work or production has begun.

Any cancellation requested before work or production begins will be assessed by Eman Khalifa, taking account of work already undertaken, materials acquired and direct costs incurred.

This section applies whether the product is commissioned through emansgallery.com, directly from Eman Khalifa or through a third-party platform.

15. Purchases Made in Person

A customer purchasing in person has the opportunity to inspect the product before completing the purchase and agrees to purchase it in its inspected condition.

Change-of-mind cancellations, returns, exchanges and refunds are not accepted for products purchased in person.

If delivery is arranged following an in-person purchase, the separate Shipping, Duties & Tax Policy will apply to the delivery arrangements. Arranging delivery does not convert the purchase into an online purchase.

16. Contact

All cancellation, return and refund correspondence must be sent to:

Email: talk@emansgallery.com
Website: https://emansgallery.com

The customer must include the applicable order number or other proof of purchase.

17. Agreement to This Policy

By making a purchase from Eman Khalifa—whether through emansgallery.com, directly from Eman Khalifa in person, or through a third-party platform associated with emansgallery.com—the customer confirms that they have read, understood and agree to this Returns & Refunds Policy.