Returns, Refunds & Cancellations Policies

The Returns, Refunds & Cancellations Policy explains the circumstances under which orders may be cancelled and refunds may be issued through the Artsays marketplace. Because many products available on Artsays are original artworks, handmade creations, limited editions, or custom-made works, all sales are generally considered final, and returns or replacements are not available except where a product is verified by Artsays as damaged, materially misrepresented, or incorrectly delivered.

Artsays is committed to providing a fair, transparent, and evidence-based resolution process for buyers, artists, and sellers. All refund and cancellation requests are subject to review and verification in accordance with these policies and applicable laws.

2.1 Refund Eligibility

A buyer may be eligible for a refund only where the product is delivered in a damaged condition, an incorrect product is delivered, or the product is materially different from the listing description.

Refund requests must be submitted within the applicable reporting period specified by Artsays and must include any information or evidence reasonably required for verification.

Refund requests that do not satisfy the applicable eligibility requirements may be declined.

2.2 Damage & Misrepresentation

If a product is delivered in a damaged condition, materially different from the listing description, substantially misrepresented, or an incorrect item is received, the buyer should notify Artsays through the available support channels as soon as reasonably possible after delivery.

Artsays may request photographs, videos, packaging images, delivery documentation, shipment records, or other relevant evidence to investigate the claim. Where appropriate, Artsays may coordinate with the seller and the authorised logistics partner to determine responsibility and verify the claim.

If the claim is successfully verified by Artsays, the buyer will be eligible for a refund in accordance with this policy.

2.3 Buyer-Requested Returns

Artsays does not accept returns requested by the buyer for reasons such as change of mind, personal preference, colour variation, size expectations, artistic preference, or other non-defect-related reasons.

As many products available on Artsays are original, handmade, custom-made, or limited- edition works, all sales are generally considered final unless a refund is approved under Section 2.1 and Section 2.2 of this policy.

2.4 Order Cancellations

Buyers may request cancellation of an order only before the order has entered production, preparation, packaging, dispatch, or shipment, subject to the product type and order status.

Once production has begun, a custom or personalised product has been created, or the shipment process has started, cancellation requests may not be accepted.

Artsays may also cancel orders where payment fails, products become unavailable, fraud is suspected, legal or regulatory compliance issues arise, or fulfilment becomes impossible for legitimate operational reasons.

2.5 Refund Processing & Partial Refunds

Where a refund is approved after verification by Artsays, the refund will be processed through the original payment method used for the transaction, unless otherwise required by applicable law or the authorised payment provider.

Refund processing timelines may vary depending on payment partner processing times, banking networks, card issuers, financial institutions, or other external payment systems.

Artsays will initiate the refund after the verification process has been completed and the refund request has been approved.

In exceptional circumstances, Artsays may approve a partial refund where the nature of the verified issue reasonably justifies a partial financial adjustment instead of a full refund. The amount of any partial refund will be determined based on the condition of the product, the verified extent of damage or discrepancy, and the findings of the Artsays review process.

2.6 Non-Returnable Items

Except where a refund is approved under this policy due to verified damage, misrepresentation, or incorrect delivery, all products sold through Artsays are generally non-returnable.

This includes, where applicable:

• Original artworks.
• Custom-made or commissioned artworks.
• Personalised products.
• Limited-edition works.
• Digital products or downloadable content.
• Products that have been altered, framed, mounted, damaged by the buyer, or otherwise materially changed after delivery.

2.7 Condition Verification

Artsays reserves the right to verify all refund claims before approving a refund. Verification may include review of photographs, videos, packaging images, delivery records, courier reports, shipment tracking information, pickup records, and any other evidence reasonably required to assess the claim.

Where necessary, Artsays may coordinate with the seller and the authorised logistics partner during the verification process. Refund approval will be based on the findings of the verification review.

2.8 Shipping Cost Responsibility

Where a refund is approved because the product was damaged, materially misrepresented, or incorrectly delivered, return shipping costs or other applicable shipping-related costs will be determined by Artsays based on the findings of the verification process and the circumstances of the claim.

Where a refund request is not approved under this policy, any shipping-related costs incurred may remain the responsibility of the buyer.