Return Policy

1) Overview & Final Sale Policy

Artovio operates as a marketplace facilitator: unless expressly stated otherwise for a specific transaction, the sale contract for an artwork is between the Buyer and the Seller (the artist), not Artovio. Artovio facilitates returns and refunds on the Seller's behalf as described below; it does not itself sell the artwork to you.

All artworks listed on Artovio are final sale by default. Because artworks are unique, handmade, or limited-edition works created by independent artists, returns based on change of mind or personal preference are not accepted, except: (a) for items explicitly labeled "Return Eligible" on the product page, and (b) where Section 5 grants you a non-waivable statutory right of withdrawal under the law of your country of residence.

2) Buyer Acknowledgment at Purchase

By completing a purchase on Artovio, you acknowledge and agree that:

• You have read and understood this Return Policy before placing your order, including that most artworks are final sale.
• Artworks are original or limited-edition works; variations in color, texture, brushwork, grain, or finish compared to digital images are inherent to the nature of original art and do not constitute a defect or grounds for a "not as described" claim.
• You are responsible for reviewing all listing images, dimensions, medium, edition information, and condition notes provided by the Seller before purchasing.
• Where you are a consumer with statutory withdrawal rights (Section 5), those rights are preserved and governed by the procedure in Section 6 — not waived by this acknowledgment.

3) Eligibility

Return eligibility based on Artovio's voluntary policy (independent of statutory rights) applies solely to items explicitly marked "Return Eligible" on the product page at the time of purchase. Custom/commissioned works are not return-eligible under this voluntary policy, but statutory rights in Section 5 may still apply depending on your jurisdiction.

4) Return Window

For items marked "Return Eligible," you must initiate a return request within 5 calendar days of confirmed delivery, unless a longer period applies to you under Section 5. Requests submitted after this window will not be approved under the voluntary return policy.

5) Mandatory Consumer Withdrawal Rights (EU/UK/Quebec/Other)

If you are a consumer in a jurisdiction that grants a mandatory right of withdrawal or cooling-off period for distance/online purchases, that statutory right applies to your purchase in addition to, and where broader than, Sections 3 and 4 above. For example, this may include consumer withdrawal rights in the EU, UK, Quebec, or other local consumer laws. The exact period and procedure depend on the law that applies to your order, and any longer or different mandatory right controls.

Exemptions: The following categories are commonly exempt from statutory withdrawal rights under applicable law and are final sale even for consumers with withdrawal rights, to the extent permitted by your local law:

• Goods made to the consumer's specifications or clearly personalized (e.g., commissioned portraits, custom-sized works, works incorporating the buyer's name or image).
• Goods that have been unsealed after delivery where return is unsuitable for hygiene or health-protection reasons (where applicable).

Nothing in this policy limits or waives any non-waivable consumer right you have under applicable law. Where this policy conflicts with a mandatory statutory right, the statutory right controls.

In-person pickup reservations (no prepayment): For in-person pickup orders, buyers in a jurisdiction covered by this Section are not charged online at checkout. Instead, the item is reserved for a limited hold period (typically up to 72 hours, subject to change) and payment is collected directly from you by the Seller only when you arrive to inspect and collect the artwork in person. Because no payment is taken before you have inspected the item, this reservation is not itself a "distance sale" requiring a withdrawal period, and this Section 5 and Section 6 do not apply to the reservation step. If you do not collect the item and pay within the hold period, the reservation automatically lapses and the item is released back into inventory with no charge to you.

Prepaid pickup orders (deferred capture at signature): For pickup orders that are paid online at checkout (i.e., not the no-prepayment reservation flow above), your payment card is only authorized at checkout and is only captured once you sign for the item at pickup. If you never collect the item, no charge is made and the order is automatically canceled once the authorization hold nears expiry, restoring the item to inventory. To keep the order payable while pickup is arranged, we may renew (re-authorize) your payment hold up to three (3) times as the prior hold nears expiry; if renewal fails or the maximum renewal attempts are reached without a successful capture, the order is automatically canceled and the hold released. See our Terms & Conditions for further detail on this flow.

6) Procedure for Statutory Withdrawal Claims

If you are exercising a mandatory statutory withdrawal right (Section 5), the following procedure applies. We are required to process valid statutory withdrawal requests, but strict compliance with this procedure is required unless the law that applies to your order says otherwise:

• Notice: You must notify us of your decision to withdraw before the end of the applicable withdrawal period (e.g., within 14 days of receiving the goods for EU/UK buyers) by emailing support@artovio.com with your order number and an unambiguous statement of withdrawal. Withdrawal is not effective until this notice is received within the applicable period.
• Return shipping: You are responsible for paying all return shipping costs, risk of loss during return transit, and appropriate insurance for the declared value of the artwork, unless applicable law in your jurisdiction requires otherwise. You must use a tracked, insured shipping service with proof of postage. Artovio/Seller bears no liability for items lost or damaged during return transit that the buyer initiated without adequate insurance.
• Timeline: You must ship the item back within 14 days of notifying us of your withdrawal. Items returned after this period will not be accepted.
• Condition: The artwork must be returned in the same condition in which it was received — including original packaging, protective materials, and any certificates of authenticity or documentation provided. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (e.g., damage caused by removing framing, hanging, or improper repacking).
• Refund: Once the returned item is received and inspected, we will issue a refund to your original payment method within 14 days of receipt of the returned goods (or proof of postage, at our discretion). We may withhold or reduce the refund to reflect any diminished value of the artwork caused by your handling, to the extent permitted by applicable law. Original outbound shipping costs are not refundable, except where required by law (e.g., where we failed to disclose return costs before purchase).

7) Condition & Packaging

• Items returned under any section of this policy must be in original condition, in original packaging with all materials, documentation, and protective wrapping included.
• Minor natural variations in color, texture, brushwork, or finish inherent to original artworks, or differences due to monitor calibration and photography lighting, are not defects and do not affect return eligibility.
• Items returned in a damaged, altered, or significantly different condition than received may be refused or subject to a partial refund deduction.

8) How to Start a Return

Email support@artovio.com with your order number, the basis for your return request (voluntary return eligibility under Section 3, statutory withdrawal under Section 5, damage/loss under Section 12, or "not as described" under Section 11), and supporting evidence where applicable. If the request is approved, we will provide a return authorization and instructions. Do not ship items back without a return authorization — unauthorized returns will not be accepted or refunded.

9) Refunds

Where a return is approved, Artovio will coordinate a refund to the original payment method on the Seller's behalf within a reasonable time after the returned item is received and inspected (and within 14 days for statutory withdrawal claims under Section 6). Refunds may be reduced for diminished value where permitted by applicable law. Original outbound shipping costs are not refundable except where required by law.

10) Non-Returnable Items

The following items are not returnable, subject in all cases to Section 5 where mandatory law applies:

• Artworks not marked "Return Eligible" on the product page (final sale by default).
• Custom or commissioned works made to the buyer's specifications or clearly personalized.
• Digital goods, downloadable content, or digital reproductions.
• Items returned without a valid return authorization from Artovio.
• Items not in original condition, missing original packaging, or showing handling damage beyond what was necessary to inspect the item.
• Items for which the return window has expired.

11) "Not as Described" & Fraud Claims

A "not as described" claim arises where the artwork received is materially and objectively different from the listing — for example, a different work entirely, a proven forgery, a different edition, or a condition materially worse than described in the listing. This is distinct from subjective preference, color calibration differences, or variations inherent to original art.

To submit a "not as described" claim:

• Notify us within 48 hours of delivery with clear photos of (a) the item received, (b) the packaging, and (c) any identifying details (signatures, markings, labels, certificates).
• We will investigate by reviewing the claim against listing content, Seller-provided documentation, and other available evidence.
• If we determine the claim is valid, we will authorize a return and refund (including outbound shipping) at the Seller's cost. Return shipping for validated "not as described" claims is covered or reimbursed.
• False, exaggerated, or fraudulent "not as described" claims may result in account suspension, denial of the claim, and where appropriate, referral to relevant authorities.

Your statutory consumer rights for goods that do not conform to contract (including rights under the Australian Consumer Law, EU Consumer Rights Directive, and UK Consumer Rights Act 2015) apply in full for valid non-conformance claims and are not limited by this section.

12) Damage or Loss

If an item arrives damaged or is lost in transit, notify us within 48 hours of delivery (or expected delivery for loss) with photos and packaging details. We will assist with a carrier claim as appropriate. Resolution may include replacement or refund, subject to carrier outcomes and availability. Your statutory rights under applicable consumer protection law are not limited by this Section — for example, mandatory remedies under the Australian Consumer Law (which prescribes specific remedies for major versus minor failures), EU consumer law, and UK consumer law remain unaffected.

13) Contact

Questions? Contact support@artovio.com.