No matter how hard we try, there will be the rare instances where disputes arise. Instead of stress and anger, we have set out a clearly defined policy to ensure your complete satisfaction.

 

Before you think dispute we would love to request you to do the following as in 90% of the cases, the following solves everything:

  1. An email from your account explaining your issue.

Your rights :

  1. Refund within 14 days- NO questions asked

Not happy with your purchase? No problem. Just return the products in line with our return and refund policy and we will issue you a refund rapidly. The only thing we ask you is to return the product in such a way such that it can be re-sold to someone who might be happier to have the product. Please send your request from inside your account or  by using this contact form. Mention ORDER ID (pls pls do not forget this) with the subject : ‘Refund’ in the subject header.

If you love us, we welcome a line about what went wrong (you are not obliged to do so) such that we can improve our services in the future to ensure your 100% satisfaction with our brand. Please consider sharing why we failed to satisfy you to help us grow.

NB: Please consider the human side where damaging someone’s work and returning causes the person to lose his time, effort and money and certainly a lot of lost inspiration as an artist. It seriously hurts artists who are not business people and does not know what to do in case someone returns unjustly. Please refrain from shipping back products you have mistakenly damaged as in most cases the artist can negotiate a deal with you if you are honest about it. It goes against our return and refund policy.

  1. 14 days are over. Now what?

If after 14 days you want to return a product or claim a refund, then you have to open a claim with us explaining what went wrong supported by appropriate evidence.

This is your obligation and no claims will be accepted without explanation why it is only after 14 days you found an issue.

Evidence includes but is not limited to:

  • Photographic evidence of your issue
  • Evidence from the post (Attestation of damage by post)
  • Copy of your email communication with the artist
  • Any other evidence that you deem important to support your claim

We will investigate the claim and decide on its merit before arriving at a final decision which we will communicate to you as soon as possible. We may need upto 30 days to process your claim.

We will be extremely fair to you as going against you, our valued customer, is not good for our brand. Hence, if your claim is just and honest (example, you find the artist had lied about the dimensions or the date of creation) we will immediately decide in your favour and issue you a refund and take action against the artist for misleading you.

  1. My claim has been rejected. Now what?

In the rare occasion where you claim has been rejected, it means that our investigation has ruled in favour of the artist. This can happen when we find your information weaker than the evidence provided to us by the artist. It is extremely rare that we decide against customers unless we have very good reason to believe that it would do grave injustice to our sellers to rule in your favour.

However, you have the rights to appeal our decision one final time for a review under the following conditions. Contact us explaining clearly the following:

  1. Why you feel our judgement is unfair to you?
  2. Provide us additional evidence you had not submitted before and you feel that we have overlooked.
  3. Agree and give consent in writing about your willingness to involve a third party who will be neutral towards all parties involved. (See point 4)

We are under no obligation to accept your appeal for a review. We will also accept appeals and reviews only when you have anything additional and new information to add to the claim (eg: Bank letter attesting double charges to your account or similar). On review , we may stick to our decision or reverse it in your favour.

  1. If you are still unhappy after our decision on appeal then we can propose as a last resort the following solution:

We can propose an ADR Provider who will listen to your proposal. If you are in any way concerned, you should read the regulations at: http://ec.europa.eu/consumers/odr/.