Effective Date: 24 September 2024.
Welcome to Artsy by Jaan’s return and refund policy. We strive to ensure your complete satisfaction with your purchase. If you are not entirely satisfied, please review the following policy to understand the process for returns, exchanges, and refunds.
1. Returns
To be eligible for a return, return requests must be submitted within 10 days of receiving the product. The item must be in its original condition and packaging, complete with all accompanying certificates, and documentation. Additionally, you must provide an unedited unboxing video that clearly shows the unopened package, the entire unboxing process, and any damage or discrepancies with the item.
2. Non-Returnable Items
Please be aware that certain products are not eligible for return under our policy. Specifically, custom or commissioned artworks are non-returnable due to their personalized nature, as they are made to meet individual specifications and cannot be resold. Additionally, items marked as “Final Sale” are excluded from returns, as these are typically discounted or sold as-is. Digital prints/soft copies of artworks are also non-returnable. Each product description will clearly indicate whether the artwork is eligible for return. We recommend reviewing this information carefully before making a purchase.
3. Return Process
To initiate a return, please contact our customer service team at artsybyjaan@gmail.com and provide your order number, the reason for the return, and an unedited video of the unboxing process. Additionally, complete the return request form available on our website. Once we receive your request, we will provide you with detailed instructions and a return shipping address to facilitate the return process.
4. Return Shipping Costs
Return shipping costs are the responsibility of the customer and will not be reimbursed.
5. Exchanges and Replacements
Exchanges and replacements are only available for items that can be printed in multiple copies. Framed and unframed paintings are not eligible for exchanges or replacements. If you wish to initiate an exchange, you must request it within 2 days of receiving the item. To process an exchange, please return the original item as per the return instructions provided, and place a new order for the desired item.
6. Refund Process
Refund for Returned Items
Refunds will be initiated once we receive and verify that the returned item is in acceptable condition, and you will be notified when the refund process begins. Refunds typically take 5-10 days to process and will be issued to the original payment method; however, processing times may vary depending on bank or server issues. Please note that refunds are not available if the returned item is not in acceptable condition or if the return request is made outside the allowed return period.
Refund for Lost Products during shipping
If your product is lost during shipment after payment has been made, we will initiate a full refund to your original payment method once the issue is confirmed. To start the refund process, please provide documentation such as the order confirmation and tracking information showing non-delivery.
We will first contact the shipping carrier to try to locate the product. If the product is confirmed lost in transit, we will process the refund promptly. Please note that refunds are not available if the product is delivered according to the tracking information. The investigation and refund process may take time based on the carrier’s response, but we will keep you informed and work towards a resolution.
7. Non-Refundable Items
Refunds will not be provided for returns or exchanges requested outside the specified timeframes. Additionally, failure to provide an unedited unboxing video showing the damage or discrepancy will disqualify a return from being refunded. Customized or commissioned artworks are also non-refundable due to their personalized nature. Products damaged during return shipment will not be eligible for a refund unless proof of damage is provided. Furthermore, products returned without a return request will not be refunded. If an artwork is returned undamaged but without its original packaging, tags, and receipt, only a 50% refund will be issued.
No refund will be provided if the product is returned damaged or altered by the customer. The customer will be responsible for the cost of the damaged or altered item.
8. Preferred Shipping Method for Returns
Once your return request is approved, a return address will be provided via email to which the product must be sent. After receiving the return address, please ensure the product is securely packed to prevent any damage during transit. To safeguard against lost shipments and to ensure proper tracking, we recommend using a trackable shipping method when returning the package. The customer is solely responsible for covering all shipping costs, including any tracking and insurance charges if applicable. We are not liable for any damage or loss during transit, and the customer is advised to retain proof of postage and tracking information to ensure the package reaches us safely. Additionally, we do not provide carrier services for returns, and it is the customer’s responsibility to arrange for the shipment through a carrier of their choice
9. Notification of Return Status
You will be kept informed about the status of your return or refund through email notifications. Our system will send automated updates at key stages of the process, including when your return request is received, when it is being processed, and when your refund has been initiated.
10. Cancellation Policy
Orders may be cancelled for a full refund only if the cancellation request is made before the product is packed and shipped. Once the product is packed and shipped, cancellations are not accepted, and no refund will be issued. The status of the order will be shown, and cancellation requests after shipping will not be processed. Certain products, such as customized art, are non-cancellable and will be clearly mentioned in the product description.
11. Contact Us
For any return or refund inquiries, please contact us via email at artsybyjaan@gmail.com or at +91 9591079352. Our customer service team is here to assist with any questions or concerns.
12. Severability
If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions shall continue to be in full force and effect.
13. Contact Information
If you have any questions or if you wish to complain about our services, please send an email to artsybyjaan@gmail.com or contact at +91 9591079352. We will review and investigate the request and if appropriate, will promptly take action.