Occasionally, a buyer may wish to return a work after it arrives. A clear, predictable process protects both you and the collector when this happens. This page explains the return window, the specific grounds on which a return is permitted, how the Return Merchandise Authorisation process works, the evidence a buyer must provide, and how responsibility for shipping and risk is handled throughout a return.
The Return Window
A buyer may initiate a return within a seven (7) calendar day Return Window. This period begins on the confirmed delivery of the artwork to the buyer, as established by courier tracking.
Once these seven days have passed without a return being initiated, the sale is treated as complete. A clearly defined window gives collectors a reasonable opportunity to receive and review a work, while providing you with certainty about when a transaction has settled.
Permitted Grounds for Return
Returns are not open-ended. A buyer may only return a work on one of the following specific grounds:
- Significant description discrepancies — the artwork differs materially from the description provided in the listing.
- Inauthenticity — the piece is not authentic.
- Material size discrepancies — the dimensions of the work differ materially from those stated.
- Non-delivery — the artwork is not delivered to the buyer.
- Damage on arrival — the work arrives in a damaged condition.
If a request falls outside these grounds, the return is not accepted. This framework keeps returns limited to genuine issues of accuracy, authenticity, condition, and fulfilment.
The Return Merchandise Authorisation (RMA) Process
Every approved return proceeds through a Return Merchandise Authorisation, or RMA. The RMA is the formal authorisation code and process issued by ArtRewards that a return requires before it can move forward.
When a valid return request is received, ArtRewards issues the RMA, and the return is then handled in accordance with the terms set out on this page. You will be notified of any return request so that you have timely visibility into the matter.
Photographic Evidence
A buyer must provide photographic evidence in support of any return request. This documentation substantiates the ground on which the return is being made — for example, a discrepancy in description or size, or damage sustained to the work.
Requiring evidence ensures that each return is assessed on its merits and that only requests meeting the permitted grounds proceed.
Who Pays for Return Shipping
Responsibility for return shipping depends on whether the permitted grounds are met:
- When the grounds are met. If the return satisfies one of the permitted grounds above, you pay for return shipping.
- When the grounds are not met. If a request does not meet any of the permitted grounds, the return is not accepted, and no return shipment proceeds.
This arrangement ties the cost of a return to the validity of the underlying claim.
Risk of Loss During a Return
For an approved return, the buyer bears the risk of loss during the return journey. Responsibility for the work remains with the buyer until you confirm receipt of the returned piece.
Only once you have confirmed that the returned work has arrived does responsibility pass back to you. This mirrors the handling of outbound shipments and keeps the transfer of risk clear at every stage.
Related Pages
To understand how returns connect to the wider selling process, continue with these pages:
- Artist Payments and Payouts — payout timing, methods, taxes, and refunds
- Shipping Responsibilities — packaging standards, timelines, and fulfilment expectations
- Certificate of Authenticity — what to include and when it is required