Refund Policy

Buyer Protection

At Arts.Sale, we hold buyer payments securely until you confirm you are happy with your purchase. Your payment is not released to the artist until delivery is confirmed.

When You Can Request a Refund

You may open a dispute and request a refund within 14 days of delivery if:

• Item not as described — The artwork is significantly different from the listing photos or description (wrong size, different colours, different medium).
• Damaged in transit — The artwork arrived damaged due to inadequate packaging or shipping damage.
• Item not received — The artwork did not arrive and tracking shows it was not delivered.

How to Open a Dispute

1. Go to My Orders in your account.
2. Select the order in question and click "Open Dispute".
3. Provide a description of the issue and attach photos if applicable.
4. The vendor will be notified and can respond.
5. If the dispute is not resolved between you and the vendor within 7 days, Arts.Sale admin will step in to mediate.

Refund Process

If a refund is approved:

• Full refunds are issued to the original payment method via Stripe.
• Refunds typically appear within 5-10 business days depending on your bank.
• For damaged items, the vendor may request the artwork be returned before the refund is processed. Return shipping costs will be covered by the vendor.

What Is Not Refundable

• Change of mind — We do not offer refunds if you simply change your mind about a purchase. Each artwork is one-of-a-kind and purchased directly from the artist.
• Minor colour variation — Slight colour differences between the screen display and the physical artwork are normal and not grounds for a refund.
• Vendor sign-up fee — The $50 AUD vendor registration fee is non-refundable.
• AI subscription fees — AI assistant subscription payments are non-refundable but can be cancelled anytime.
• Featured listing payments — Payments for featured placement are non-refundable once the listing period has started.

Auto-Complete

If you do not confirm delivery or open a dispute within 7 days of the vendor marking the order as delivered, the order will auto-complete and the vendor will be paid. After auto-complete, refund requests may still be submitted within the 14-day dispute window but resolution may be more limited.

Commission Paintings

Custom commission paintings have different refund terms as they are made-to-order:

• Deposits are non-refundable once the artist has begun work.
• If the artist is unable to complete the commission, the deposit will be refunded in full.
• The balance payment follows the same dispute process as standard orders.

Contact Us

If you have questions about a refund or need help with a dispute, contact us at info@arts.sale or submit a ticket via the Help Centre.