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ARTDENTIFIED

Returns & Exchanges

Return policy

If you are a consumer, you have a statutory right to withdraw from your purchase within 14 days of receiving the artwork, without giving a reason. Simply notify ARTDENTIFIED before the deadline and return the work within 14 days of that notice.

To ensure that the artwork is transported safely and appropriately, all returns must be coordinated through ARTDENTIFIED. We will arrange the return transport and provide you with the necessary instructions. You are responsible for the direct cost of return shipping when exercising your right of withdrawal.

You are liable for any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the artwork.

Works made to order or personalised to your specifications may be exempt from the right of withdrawal where the applicable legal requirements for the exemption are met.

Separately, and regardless of the 14-day withdrawal period, you retain your statutory rights if the artwork is defective, arrives damaged or does not correspond to the listing.

Conditions

  • Notify ARTDENTIFIED within 14 days of receiving the artwork to exercise your right of withdrawal.
  • Return the artwork within 14 days of notifying us.
  • All return transport must be coordinated through ARTDENTIFIED. We will arrange the appropriate return shipping and provide you with the necessary instructions.
  • The artwork must be securely packed for return, preferably using the original packaging and protective materials.
  • You are responsible for the direct cost of return shipping when exercising the right of withdrawal.
  • If the artwork arrives damaged, is defective or does not correspond to the listing, different rules apply and you should contact us as soon as possible.

You can use the standard withdrawal form in our Terms, but you are not required to do so. A clear statement that you wish to withdraw from the purchase is sufficient.

Exchanges

As each artwork is unique, we do not offer direct exchanges. If you exercise your right of withdrawal, you will receive a refund in accordance with this policy and can then place a new order for another available artwork.

Refund process

When you exercise your right of withdrawal within the applicable 14-day period, we refund the amount paid for the artwork, the ARTDENTIFIED buyer fee including VAT and the standard outbound delivery cost you paid at checkout.

If you chose a delivery method that was more expensive than our standard delivery option, the additional delivery cost is not refundable. You are responsible for the direct cost of the return transport arranged by ARTDENTIFIED. ARTDENTIFIED does not charge a separate fee for exercising your right of withdrawal.

Refunds are issued to the original payment method no later than 14 days after we receive your notice of withdrawal. We may withhold the refund until the artwork has been returned or you have provided documentation that it has been sent back, whichever occurs first.

The refund is not conditional on ARTDENTIFIED’s approval. However, an amount corresponding to any reduction in the value of the artwork caused by handling beyond what is necessary to establish its nature and characteristics may be deducted from the refund.

If the artist has not yet received their payout, no payout will be made for an order that is being returned under the right of withdrawal.

Damaged, defective or incorrect artworks

If an artwork arrives damaged, is defective or materially differs from its description or images on the platform, please contact ARTDENTIFIED as soon as possible with your order number and, where relevant, photographs of the artwork and its packaging.

These situations are handled separately from the 14-day right of withdrawal. Your statutory rights regarding defective or non-conforming goods are not limited by this Returns & Exchanges policy.

ARTDENTIFIED will coordinate the process with the artist, buyer and relevant shipping provider. Where a claim is justified, an appropriate solution will be arranged in accordance with applicable law, including a refund where required.

Time limits

Damage in transit should be reported as soon as reasonably possible, preferably within 7 days of delivery. This is a practical request intended to make it easier to document and resolve shipping damage and does not limit your statutory rights.

Claims relating to defects or non-conformity can be made within the applicable statutory period.

Dispute handling

As the artist is the seller of the artwork and ARTDENTIFIED acts as an intermediary, any dispute concerning the artwork is legally between the buyer and the artist.

ARTDENTIFIED will, however, assist in resolving disputes arising from purchases made through the platform. We may review relevant information such as photographs, packaging, shipping information and correspondence and help the buyer and artist reach a resolution.

ARTDENTIFIED’s assistance or assessment does not limit either party’s statutory rights or right to pursue a complaint through the competent consumer dispute resolution body or the courts.

Problem with an order?

Contact us via the Contact page with your order number and a brief description of the issue. If relevant, please include photographs of the artwork and packaging.

We will coordinate the return, transport, refund or other resolution with the artist and relevant shipping provider.