7-Day Return Policy

Artibaa Limited www.artibaa.com Last updated: 1 May 2025
1. Introduction
At Artibaa Gallery, we are committed to ensuring that every collector receives exactly what they paid for an original, authentic work of art in the condition described. We understand that purchasing art online, particularly across international borders, requires trust, and we take that responsibility seriously.
This 7-Day Return Policy ("Policy") sets out the terms under which a collector may return a purchased artwork and receive a refund. This Policy applies to all purchases made through Artibaa Limited at www.artibaa.com and should be read alongside our User Agreement and Privacy Policy, also available on our website.
By completing a purchase through Artibaa Gallery, you agree to the terms of this Policy.
2. Our Commitment
If you receive an artwork through Artibaa Gallery that is damaged, faulty, or materially different from what was described in the listing, we will work with you to make it right. We stand behind every artwork we sell and behind every artist we represent.
This Policy is not a change-of-mind return policy. It exists specifically to protect collectors against verifiable faults, damage in transit, misrepresentation, or authenticity concerns not subjective dissatisfaction with style, colour, or personal taste.
3. Eligibility Who Qualifies
To be eligible to make a claim under this Policy, all of the following conditions must be met:
● The artwork was purchased through the official Artibaa Gallery platform or via a confirmed sale facilitated by the Gallery
● The collector reports the fault or issue to the Gallery within seven (7) calendar days of the confirmed delivery date
● The fault is verifiable and falls within the definitions set out in Section 4 of this Policy
● The artwork has not been repaired, altered, framed, mounted, or further damaged by the collector after receipt
● The collector provides adequate photographic and written evidence of the fault at the time of making the claim
● The artwork is returned in the same condition in which it was received, pending a valid Return Authorisation from the Gallery
4. What Qualifies as a Fault
For the purposes of this Policy, a fault is defined as any of the following:
4.1 Transit Damage: Physical damage to the artwork caused during shipping — including tears, cracks, breakage, deep scratches, water damage, or structural deformation — that was not present at the time of shipping as confirmed by the pre-shipment curator inspection.
4.2 Wrong Artwork Received: The artwork delivered is materially different from the artwork listed and agreed upon at the time of sale, for example, the wrong artwork has been shipped, or the medium, size, or title differs significantly from what was described.
4.3 Authenticity Concerns: The artwork is confirmed to be inauthentic, a reproduction, or a forgery, in breach of the artist's warranties under the Artist Listing Agreement.
4.4 Undisclosed Pre-Existing Damage: The listing did not disclose pre-existing damage or restoration that materially affects the value or integrity of the artwork.
4.5 Inadequate Packing: The artwork arrives in a condition that clearly indicates it was not handled or packed in accordance with standard art-handling practices, resulting in preventable damage.
5. What Does Not Qualify
The following situations are explicitly excluded from this Policy and are not eligible for a return or refund:
● Change of mind you simply no longer want the artwork after purchase
● Subjective dissatisfaction with the artwork's appearance, colour, or style where the artwork matches its listing description
● Minor variations in colour between the artwork and its listing photographs, which may result from lighting, photographic techniques, or screen calibration differences
● Damage caused by the collector after receipt, including improper handling, storage, or display
● Claims submitted after the seven (7) calendar day window from the confirmed delivery date
● Artworks returned without a valid Return Authorisation issued by the Gallery
● Damage discovered after the collector has attempted to repair, clean, or restore the artwork
● Artworks that have been framed, mounted, or altered by the collector after receipt
● Normal signs of ageing or patina consistent with the artwork's stated age and medium, where this has been disclosed in the listing
6. How to Make a Claim
Step 1: Contact Us Within 7 Days
Email Artibaa Gallery within seven (7) calendar days of receiving your artwork. All claims must be submitted to:
admin@artibaa.com
Please use the subject line: RETURN CLAIM — [Your Name] — [Artwork Title]
Step 2: Provide Evidence
Your claim email must include the following:
● Your full name and contact details
● Your order reference or sale confirmation number
● The title of the artwork and the artist's name
● A clear written description of the fault or issue
● A minimum of four (4) clear photographs of the fault, including at least one full photograph of the artwork as received and close-up photographs clearly showing the damage or discrepancy
● A photograph of the outer packaging as received, particularly if the packaging itself is damaged
Step 3: Gallery Review
Upon receiving your claim, Artibaa Gallery will:
● Acknowledge receipt of your claim within two (2) business days
● Review the evidence provided against our pre-shipment curator inspection records and the original artwork listing
● Communicate our decision — approved, partially approved, or declined — within five (5) business days of receiving your complete evidence
● Where necessary, consult with the artist and logistics provider as part of the review
Step 4: Return Authorisation
If your claim is approved, we will issue a Return Authorisation notice to you by email. You must not ship the artwork back without this authorisation. Unauthorised returns will not be accepted and will not be eligible for a refund.
Step 5: Return Shipping
Upon receiving your Return Authorisation:
● Where the fault is attributable to transit damage or Gallery logistics, Artibaa will arrange and bear the cost of return shipping
● You must pack the artwork safely and securely using appropriate protective materials
● You must provide Artibaa with the return tracking number within two (2) business days of handing the artwork to the courier
Step 6: Inspection on Return
Upon receipt of the returned artwork by the Gallery or its designated curator, the artwork will be inspected. If the artwork is returned in a worse condition than when it was received due to inadequate packing by the collector during the return. Artibaa Gallery reserves the right to reduce the refund amount proportionately to reflect the diminution in value.
7. Refunds
7.1 Full Refund Where a claim is fully approved and the artwork is returned in an acceptable condition, you will receive a full refund of the purchase price paid, including the original shipping fee, within fourteen (14) business days of the Gallery receiving the returned artwork.
7.2 Partial Refund Where the fault is minor and does not materially affect the artwork's value, or where the returned artwork has been further damaged during return transit, the Gallery may offer a partial refund following communication and agreement with the collector.
7.3 Currency of Refund All refunds will be processed in New Zealand Dollars (NZD) and returned to the original payment method used at the time of purchase. Any foreign exchange conversion costs or bank fees associated with receiving the refund in a currency other than NZD shall be borne by the collector.
7.4 Refund Timeline Refunds will be processed within fourteen (14) business days of the Gallery's receipt and acceptance of the returned artwork. Please allow an additional three (3) to seven (7) business days for the funds to appear in your account depending on your bank or payment provider. We will notify you by email once the refund has been initiated.
8. Artist Responsibility
Where a fault is found to be attributable to the artist's misrepresentation, failure to disclose existing damage, or breach of authenticity warranties, the artist shall bear full financial responsibility for the refund amount and any associated costs, in accordance with the Artist Listing Agreement.
Where a fault is attributable solely to transit damage outside the artist's control, Artibaa will not seek to recover the refunded amount from the artist and will pursue the matter with the logistics provider.
9. Disputes
If you disagree with the Gallery's decision on your return claim, you may submit a written dispute to admin@artibaa.com within five (5) business days of receiving our decision. We will review your dispute and provide a final written response within ten (10) business days.
Artibaa Gallery's decision following the dispute review process shall be final and binding with respect to claims under this Policy. Nothing in this Policy limits your statutory rights under applicable consumer protection laws in your jurisdiction.
10. Contact Us
For all return claims, questions about this Policy, or any collector enquiries, please contact us:
Email: admin@artibaa.com
Website: www.artibaa.com
Registered business: Artibaa Limited, New Zealand
We aim to respond to all enquiries within two (2) business days. For the fastest response, please include your order reference number and artwork title in your email subject line.
11. Changes to This Policy
Artibaa Limited reserves the right to update this Policy at any time. When we do, we will update the "Last updated" date at the top of this page. We encourage you to review this Policy periodically. The Policy in effect at the time of your purchase is the one that applies to your transaction.