Refund, Exchange and Return Policy
Overview
Client satisfaction is our priority, and we want our patrons to be thrilled with their new art acquisition! We understand that some purchases may not go as planned. The following policy addresses this.
Artwork
We do not offer refunds for purchases. For artwork purchases, we may offer an exchange of the artwork for another piece of equal or greater value. A request for an exchange must be made within 14 days of the date the artwork was received. Proof of date of delivery is required. If 14 days have passed, the purchase is ineligible for an exchange. If artwork is shipped and is damaged in transit, please see below.
Other Purchases
Gift cards, sale items and other merchandise are not returnable or eligible for a refund.
Commissions
Down payments for commissions already started (meaning painting or drafts have begun) are non-refundable. If work on a commission has not started and a cancellation is requested by the client, a refund for the down payment may be issued within 10 days of the request. Costs and expenses incurred up to the date of cancellation will be deducted from the refund. Please see the commission contract for cancellation instructions.
Exchange Conditions
To be eligible for an exchange, the artwork must be undamaged and not missing any parts or frames, and in the same condition that it was when received.
If an exchange request is initiated and the artwork is received and inspected, we will send an email that we have received the artwork. We will inform the client of the approval or rejection of the exchange.
If approved, the exchange will be processed within 10 days unless unforeseen conditions exist that prohibit meeting this time frame.
Exchange Shipping and Costs
Artwork must be returned in the original shipping packaging unless that packaging is damaged. If damaged, the customer must purchase the same type of shipping container to send the artwork back. Customers are responsible for paying for a new shipping container and their own shipping costs for exchanging an item.
Customers must use a trackable shipping service and purchase shipping insurance for the full value of the item. We don’t guarantee that we will receive the returned item. If an item being exchanged is lost or damaged by the shipper, no exchange will be issued. The customer will be responsible for filing a claim with the shipper for the lost or damaged artwork that is part of an initiated exchange.
Shipping, packaging and insurance costs are non-refundable.
Damaged Art
If the client receives the purchased artwork and it was damaged during shipping, the customer must take a photo of the damaged artwork and packaging, contact us immediately, and provide all photographs of the damage. (See contact instructions below.) If the damage is deemed legitimate, we will work with the client to resolve the issue. We may repair the damage (if possible), issue a full refund, offer an exchange for another piece of art of equal value, or recreate the artwork. Any claim for damages will be filed by the seller.
Damaged Art Shipping and Costs
If damaged artwork is being returned, the seller will send instructions and a shipping label to the client to return the artwork. The seller will pay for a new return container (if necessary) and shipping and insurance costs for a legitimate damage claim.
Requesting An Exchange or, Reporting Damaged Art
Please do not send a purchase back unless instructed to do so as part of an exchange request or damage claim. The return address will be provided if necessary.
To request an exchange or report damage, please email ltuzi@tuziart.com or complete the Contact Us form on our website at www.tuziart.com. Include the following information:
If the art arrived damaged, please include any photo(s) of the damage.
Your full name.
Your contact information.
The title of the piece.
The date of purchase.
The purchase price (please include a screenshot or photo of the receipt if applicable).
Proof of date of the artwork was received.
The reason for requesting an exchange or return.
Contact us at ltuzi@tuziart.com for additional questions related to refunds and returns.