Buying art online Guarantees, returns and solving problems

 
 
 
HOW DOES THE HOME TRIAL WORK?

The home trial is really quite simple...


    •Find and pay for the artwork you like.

     

    •The payment is kept in trust by ArtSales.com.au and released to the artist or seller only when both of you are happy with the transaction.
    If you are happy with the work and wish to do nothing, that's also fine.
    After the 21 days we will automatically release payment to the artist.

     

    •Artworks can be returned for a refund for any reason
    during the 21 day trial period.

     

    You'll find all the details about refunds and guarantees below.
    Other important details are in our Acceptable Use Policy.

     

 

 

* Please choose carefully. It's standard mail order practice that return postage is the purchaser's expense.

 

 

Guarantees and refunds
Why would I get a full refund
Refund amounts and methods
Before returning the work
How to return artworks
Solving problems
Preventing problems: Our protection guide

 

 

 

Guarantees and refunds

 

 

The 21 Day Home Trial

    Upon purchase you will recieve an official email with a 'complete order' button as shown below. The 21 days begins from the date of courier delivery and at any stage before the 21 days have passed, you may choose to accept or return your art work by clicking the 'complete order' button on the receipt email, or by clicking 'log in' > 'my orders' at the top of any page and following the prompts. Remember, your payment is held securely by ArtSales.com.au and is only released when the order is completed satisfactorily.

     

    complete graphic Complete your order... click this button in your receipt email
    or go to your order details page
    (Log in > my orders) where you can
     
    accept graphic accept your artwork...
    click this to complete the transaction
    and release payment to the artist
     
    return graphic or return your artwork...
    click this and follow the prompts
    to return the work
     
    feedback graphic and have your say...
    tell others about your experience with
    the seller and what they might expect.

     

    What if I cancel the order before it's shipped?

    You may request a full refund up until the time the work is shipped. After shipping, the refund process as set out below will apply.

     

     

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What reasons are acceptable for a full refund?

 

 

If you received a work that's faulty or not as it was represented on this site, then you are entitled to a full refund. For instance:

 

    1. You received a damaged work
    2. You received the wrong work
    3. There are unexpected differences, to wit:

       

        4. It's a different size

         

        It's a different medium

        Eg: the work is described as a drawing but is actually an etching.

         

        It's a different crop

        Eg: the work displayed is a single face but this is actually only a small part of a larger crowd scene, or vice versa.

         

        It's a different colour

        All computer monitors display colour slightly differently, so some variation is to be expected. If the colour is significantly different (for example: it looked green but is actually blue, or looked pink but is actually purple), consider using the 21 day guarantee period to see whether the unexpected colour 'grows on you'. Of course, if this is not the case and you are still unhappy, then by all means return the work.

         

        Please also read the difference of opinion section in problems with artists and resellers if there is a difference of opinion with the artist over colour accuracy.

         

        Cases of unexpected difference must be verified by the artist/seller, or in the case of disputes, by ArtSales.com.au who reserve final right of say.

       

    4. The work cannot be authenticated

     

      In the case of resale artworks, if proof of authenticity was offered but proves to be inadequate, or you suspect fraud or forgery, please contact the seller and you may be able to reach an agreement. For more information on this subject, see our guide to establishing Provenance and Authenticity

       

      If negotiaition is not an option or they don't respond, or in cases of fraud or forgery, please detail your concerns and a record of all communications with the seller in an
      e-mail to and the matter will be referred to the appropriate authorities.

 

 

 

 

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Refund amounts and methods

 

 

How much will be refunded?

    For items returned and deemed faulty (please see list above):

    •the buyer will have the full purchase price refunded plus

    any incurred shipping and insurance costs in other words,
    no buyer fault = no buyer expenses.

     

    For items returned and not deemed faulty (please see list above):

    •the buyer will have the full purchase price refunded minus

    all shipping and insurance costs. In other words, returning a work because of
    a simple change of mind is fine, but you will be responsible for all costs:
    no seller fault = no seller expenses.

     

    What if the seller offers a partial refund?

    If you recieve a work which is deemed faulty (please see list above) but still quite like it, you may be able to negotiate a new price (a partial refund) with the artist/reseller. If you settle on a revised price, the seller will need to advise ArtSales.com.au, so that the price difference can be refunded to you.

     

    How do I request a refund?

    To request a refund, click on and enter the relevent details.

     

    How will I receive my refund?

    The default method of refund will be the same as your original method of payment, but ArtSales.com.au reserves right of recourse to other standard methods.

 

 

 

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Is there anything I should do before returning a work?

 

 

    You may want to notify the artist or reseller...

    We like the idea of a friendly community and sometimes buyers can help by alerting artists and resellers to problems they may not know exist. On your official receipt e-mail is a 'Returned' button. By clicking this you access a page where acceptable reasons for a full refund are checklisted so you can alert the seller to any of these problems. You can also include a message. Click 'SEND' to e-mail these details directly to the seller who should then respond. (This e-mail will also be copied to ArtSales.com.au.)

     

    What's a reasonable response time?

    We suggest a maximum of seven days. (Assuming they haven't just vaguely gone off on holidays...) If after this time, the seller has not responded, the best way to contact us is through the ArtSales.com.au support link on your receipt e-mail (automatically includes transaction details) or by clicking on and including the transaction details with your message to us.

     

    Have you considered negotiating?

    Sometimes you can reach a compromise that both parties are happy with (a reduced price, a reduced price on another item, etc.) as an option for avoiding the inconvenience and expense of return shipping. If you settle on a revised price, the seller will need to advise ArtSales.com.au to refund the difference.

     

 

 

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How do I return artworks?

 

 

    Packing and posting...

    Repackage the work securely and include the original packing slip or a copy for identification purposes. The packing slip will also include the artist's return address or you can get it from your receipt email. If you are unsure how to repack the work and are concerned about possible damage during return shipping (and being charged for it), then click here for our packing guide.

     

    Alternatively, you could ask a framer, gallery, or possibly a courier with knowledge of art shipping to help you. It's also worth refering them to our packing guide.

     

    Clicking the 'RETURNED' button on your receipt email will show you how to access and supply all the information you need when returning a work. Please use the 'RETURNED' button on your receipt email for all returns.

     

    NOTE:
    For your own protection as well as the works, you must use a courier who will issue you with a computer tracking number, use door-to-door insurance, and signed proof of delivery.

     

    This is required as it provides a means of tracking the shipment, and financial protection for you in the case of damage or loss.

     

    When is a work considered returned?

    A work is deemed returned when:

    •the courier provides signed proof of delivery 

    OR

    •the seller notifies ArtSales.com.au of delivery

 

 

 

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Solving problems with artists and resellers

 

 

    I've received an 'item shipped' e-mail but not any art...

    The 'item shipped' e-mail that you received is initial verification that your artwork has been sent. This can be further verified by entering the computer tracking number included in this e-mail on the courier's website (also detailed in the e-mail) and viewing the report. If there is a problem or you have a question, you can contact the courier directly or ask the artist / reseller to do it.

     

    I haven't even received an 'item shipped' e-mail!

    Not receiving an 'item shipped' e-mail indicates the work was probably never sent. Your payment is safe and is held by ArtSales.com.au. Your options are:

     

    •Try contacting the artist / reseller directly

    •Cancel the order manually for a full refund

    •Allow 30 days at which point the order is cancelled automatically for a full refund

     

    What if the artist and I have a difference of opinion?

    The issue over which people are most likely to disagree is colour accuracy (size, medium, crop and authenticity are all objective issues.) Assuming you have taken into account the section on colour difference above, and cannot reach an agreement with the seller, the following steps should help to clarify the issue:

     

    1. The best way is to notify us through the ArtSales.com.au support link on your receipt e-mail (automatically includes transaction details) or by clicking on and including the transaction details with your message to us.

    2. ArtSales.com.au will ask the artist to send us a colour calibrated version of the image. If the two versions of the work are clearly different, you will be issued a full refund including costs equivalent to the original (outbound) shipping.

      Plese note: ArtSales.com.au reserves the right of final decision in these matters.

    3. If negotiation is not an option, return the work to the seller.

     

    And don't forget, you get the last say!

    Don't forget that you, as the buyer, always have the final right of reply through the 'buyer feedback' section on the artist's page. This feedback amounts to the artist's online reputation and if too many poor reports appear, it is unlikely that any but the most unwary of buyers will purchase anything from them.

    Excess poor reports or a serious complaint will lead to the artist/reseller being removed from this site.


    Understanding (and perhaps being reminded of this) should be a strong incentive for most artists and resellers to behave reasonably.

 

 

 

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Preventing problems: protecting yourself