We want every purchase on ArtRewards to feel considered and secure. This page explains your options clearly, from cancelling an order before it ships to resolving an issue after your artwork arrives.
Scope
This policy applies to all purchases made through ArtRewards' secure checkout. If you completed a transaction directly with an artist or gallery outside of our platform, their individual terms apply.
Cancellations
Cancellation Window
You may cancel an order within 24 hours of placing it, provided the artwork has not yet been dispatched.
To cancel, contact us at info@artrewards.net as soon as possible with your order number. We will confirm whether cancellation is still available and process it promptly.
After the Cancellation Window
Once the cancellation window has passed, or once your order has been handed to a carrier, the sale is considered final unless a qualifying issue applies. See the sections below for what qualifies.
Cancellation Refunds
Approved cancellations are refunded to your original payment method within 5 business days of confirmation.
Returns
Eligible Returns
We accept returns where:
- The artwork arrives damaged during transit
- The artwork does not arrive within the expected delivery window
- The artwork is materially not as described in its listing, including significant inaccuracies in condition, dimensions, medium, or edition information
- An authenticity concern is identified after delivery (see Authenticity section below)
Non-Eligible Returns
We are not able to accept returns where:
- The artwork is accurately described and arrives in the stated condition
- The return is based on personal preference, a change of mind, or a subjective response to the work
- The artwork has been damaged after delivery due to improper handling, installation, or storage
- The issue is not reported within the applicable reporting window
We encourage you to review each listing thoroughly before purchasing. If you have questions about condition, sizing, framing, or provenance, contact us at info@artrewards.net before completing your order. Our team is happy to help.
Damaged Artwork
If your artwork arrives with visible damage, please follow these steps:
- Do not discard any packaging; inner or outer materials are required for carrier claims
- Photograph the damage clearly, including close-up shots and images showing the full work
- Photograph the packaging itself, noting any signs of impact or moisture
- Contact us at info@artrewards.net within 7 days of the confirmed delivery date
Include your order number, a brief description of what you observed, and your photographs. We will respond within 2 business days and guide you through the next steps.
Artworks Not as Described
If the work you receive differs materially from its listing description in condition, dimensions, medium, edition details, or any other stated characteristic, you are eligible for a resolution.
Report the issue to us at info@artrewards.net within 7 days of delivery. Please include:
- Your order number
- A clear description of the discrepancy
- Photographs of the work as received, alongside the listing details in question
We will review your report and respond within 2 business days.
Authenticity Concerns
Every original work on ArtRewards is listed as authentic. If you have reason to believe a work you purchased is not genuine, we take that seriously.
You have 90 days from your confirmed delivery date to report an authenticity concern.
Our authenticity protection covers:
- Works found to be fraudulent or inaccurately attributed to an artist
- Unlicensed reproductions listed as originals
- Works significantly misrepresented in ways that materially affect their value
It does not cover works where the uncertainty of attribution was disclosed in the listing, or disputes based solely on subjective interpretation.
To report a concern, contact us at info@artrewards.net with your order number and a detailed description of the issue. We may request supporting documentation or a third-party assessment as part of our review.
Reporting Windows at a Glance
Situation / Report Within:
- Damaged on arrival: 7 days of confirmed delivery
- Not as described: 7 days of confirmed delivery
- Non-delivery: 14 days of confirmed delivery
- Authenticity concern: 90 days of confirmed delivery
If you are unsure whether your situation falls within the reporting window, contact us regardless. We review every case individually.
Refund Process
How Refunds Work
Once a return or claim is approved, your refund will be issued to your original payment method. Depending on the resolution:
- A full refund is issued where the work is confirmed damaged, lost, materially not as described, or inauthentic
- A partial refund may apply where the issue is minor but verified
- In some cases, restoration support or an exchange may be offered as an alternative
Refund Timing
Approved refunds are processed within 5 business days of resolution confirmation. Depending on your bank or card provider, it may take an additional 5 business days for the funds to appear in your account.
Return Shipping
Where a return of the physical artwork is required, we will provide instructions on how to proceed. Return shipping costs are covered by ArtRewards in all qualifying cases. Do not ship a work back without first receiving written confirmation and instructions from our team.
How to Start a Return or Claim
To initiate any return, refund, or claim, contact our support team at:
Email: info@artrewards.net
Response time: We aim to respond within 2 business days
Please include the following in your message:
- Your order number
- A clear description of the issue
- Relevant photographs where applicable
We handle every case with care and aim to reach a fair resolution as quickly as possible.
Commissioned and Custom Works
Commissioned and custom works are subject to separate terms agreed at the time of commission. In general:
- Cancellations of commissioned works may not be available once production has begun
- Returns based on personal preference are not accepted for custom works
- Claims relating to damage in transit, non-delivery, or a failure to meet the agreed specification are still covered
The specific terms for your commission will be confirmed in writing before work begins.
Changes to This Policy
We may update this policy from time to time to reflect changes in our operations or applicable regulations. When we do, we will update the effective date at the top of this page.
Contact
For any questions about a purchase, return, or refund, our team is here to help.
Email: info@artrewards.net
Response time: 2 business days
This policy applies only to purchases made through ArtRewards' secure checkout. Nothing in this policy limits any statutory consumer rights you may hold under applicable law in your jurisdiction.