Once the artwork is received, it is possible for the customer to request the return of the ordered artwork. Returns can occur for three reasons.
The customer exercises their right of withdrawal.
As stated during the sale, the customer has 14 days after receiving their artwork to return it. This system only applies to artworks in perfect condition, for which customers have ultimately realized it does not suit them.
In this situation, Artsper covers the return costs and provides a shipping label for the customer to send the artwork back to the gallery.
Upon receipt, please open the package in front of the carrier or note any issues on the delivery receipt if the package cannot be opened at the time of delivery.
Once the package is received, please update your account to initiate the customer's refund.
Please note that shipping costs will not be refunded.
Also, be aware that returns on Artsper account for less than 2%.
The artwork does not match the order.
In this case, if the received artwork does not match the details of the order, the customer is justified in requesting a return.
You are responsible for the conformity of the artworks you send. Thus, you are responsible for organizing the return if the artwork does not match and finding a solution for the customer.
The artwork is damaged.
It is also possible for the artwork to arrive damaged due to transportation or packaging. In this scenario, we advise you to open a dispute with the carrier to obtain a refund for the damages.
You are responsible for the proper delivery of your orders. Therefore, even if the damages are not your fault, you bear the responsibility. You must propose replacement solutions, or we may have to cancel the sale and refund the customer.
Note: This information is provided as a guide; we handle return requests on a case-by-case basis.