Refund policy

Owing to the very exclusive and delicate nature of most of the artwork curation presented on the Site, we are unable to offer the facility of  cancellations / returns / exchanges / refunds. In addition:

1. - in case of some artworks that are available in multiples (like prints for example), it may also be true that some of these are printed on order, often immediately after receiving an order;

• - in case of fragile or heavy artworks, shipping is attendant with great considerations and cost;

hence these reasons, again prevent us from entertaining requests for cancellations / returns / exchanges / refunds.

 

We request our patrons to be certain of their decision before purchasing an artwork/s. We are happy to help with detailed information of the artwork before you place your order; additional images if required; telephonic or email consultations re. the suitability of an art piece for your space or collection; and detailed condition reports of artworks. We document the artworks professionally in high resolution, and attempt to provide the closest possible reproduction of the same, however we cannot guarantee that your computer monitor's display of any colour will be accurate.

 

In case of vintage or historic artworks, please note that these may not be in mint condition and may already have inherent damage / wear and tear. The charm of collecting such pieces is also attendant with enjoying their imperfections (which may include discolouration, tears, colour leakages, rusting, or other wear and tear and damage). We are happy to provide a detailed condition report along with images / videos for such pieces in question, after which you may decide to go ahead with the order. In case you do not request for a detailed condition report, or decide to confirm the order after having received the same, we will not be able to cancel / return / refund / exchange the order, on grounds of your dissatisfaction with the condition of the artwork. Please also note that such damages in the artwork as outlined above, will not be regarded as a damage in transit (as outlined below); and will not provide a valid ground to cancel / return / refund / exchange the order.  

 

Return / Refunds / Exchange for Order damaged in transit

In the highly unlikely event that the product delivered to you is damaged in transit, or incorrect, we may find the best possible resolution of this keeping in mind your interests. This may include repair, exchange, replacement (if applicable) or in some cases, return of the product, followed by a refund. 

 

Guidelines/Terms:

• - Please contact us within 3 days of having received the order, requesting a resolution. Please note that following the passing of 3 days after the order delivery, we will no longer entertain such requests.
• - Typically, we will request you (on email) for the order details, photographs of the artwork, and the details of the damage / reason for requesting a replacement / exchange / refund. You will have the onus of having to prove that the product was damaged in transit by taking pictures of the damaged packaging of the product before opening it, or pointing it out to the courier delivery service before receiving the same. In case the packaging of the product is damaged, it may or may not lead to an actual damage to the packed product inside.
• - We will assess your request and further decide the course of action, and may issue a refund upon the return of the order, and it’s inspection by us; if your claim is valid, and depending on the extent of damage. Please note that Red Earth’s decision in this matter will be final and binding, and we retain the right to refuse cancelling / refunding an order.
• - You will send the damaged / incorrect artworks back to us at your cost via recorded delivery; and the initial shipping cost is non-refundable. In case you are sending an order back to us, you are also responsible for packaging the artwork as stipulated, purchasing shipping insurance for the artworks/product in question, and ensuring that it reaches us in good condition and order. In case the artwork or a replacement is shipped back to you, we may bear the shipping cost for the same, at our discretion.
• - The product must be unused and in the same condition as you received it, including the original packaging.
• - In the case the damage is due to the negligence of the Client, or inherent in the artwork (as the case may be with vintage / historic artworks) we will not accept a return / exchange or refund for the order. In addition, it is also possible that a product is damaged / further damaged when it is sent back by you to us: in such cases the return will not be accepted and the purchased product will be sent back to you at an additional shipping charge.
• - Refund requests do not apply at all to gift cards, downloadable products, items on sale/discounted items.
• In case your refund request is approved, kindly allow us 7 working days to process the refund, after which it may take a few more days for the money to reach your bank account, depending on the international wiring systems.