H O W D O E S O U R H O M E T R I A L W O R K
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Buying without being able to see an actual physical product can feel uncomfortable
sometimes, especially if the amount is significant to you. To overcome this and
to allow time for authentication of resale works, our artists and resellers offer
a home trial period of 21 days.
This logo
indicates that the work is covered by our 21
Day Guarantee.
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T H E H O M E T R
I A L I S Q U I T E S I M P L E
•Find the art you like
and pay for it.
•The payment is kept
in trust by us and released to the artist/reseller only
when both of you are happy that everything is as it seems.
•You can return artworks
for any reason during the trial period for a full refund
of the purchase price. Choose carefully however, as return postage will only be
refunded
for the acceptable reasons outlined below, and of course,
the work must be returned in its original condition.
You'll find all the details about refunds and guarantees below.
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Guarantees and refunds
What if I cancel the order before it's shipped?
You may request a full refund up until the time the work is shipped (ie: cancel
the order before the guarantee period comes into effect.) After shipping, the refund
process as set out below will apply.
How does the 21 Day Guarantee work?
Once the item has been received, 21 days are allowed for assessment and appraisal.
In the absence of any claim, after 21 days, the funds are released to the seller
and the transaction is deemed complete.
Please choose carefully. While works may be returned within the 21 day period for
a refund of the full purchase price for any reason at all, after the work has shipped,
artists and resellers will only include return postage as part of the refund for
the acceptable reasons listed below.
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What reasons are acceptable for a full refund?
If you received a work that's not as it was represented on this site, then you are
entitled to a full refund. For instance:
- You received a damaged work
- You received the wrong work
- There are unexpected differences:
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.
- 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, then follow the instructions
below.
In the case of clear 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 with an acceptable reason
for full refund (please see list above):
•the buyer will
have the full purchase price refunded plus the original (outbound)
shipping costs.
For items returned without an acceptable reason
for full refund (please see list above):
•the buyer will have the full purchase price
refunded minus the original (outbound) shipping
costs. Return shipping will also be borne by the buyer.
What if the seller offers a partial refund?
If you recieve a work with an acceptable reason
for return (please see list above) but still
quite like the work, 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 this price difference can be refunded to you.
How do I request a refund?
To request a refund, click on the link below and enter the relevent details.
How will I receive my refund?
The method of refund will be the same as your original method of payment.
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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 the 'Receive and Approve'
e-mail, 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 'RECEIVED' 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 then please contact
us through
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 enter the revised price.
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How do I return artworks?
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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:
- Notify us with an e-mail to
- 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.
- 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 artists/resellers 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.