The fine print, finely printed.

1Overview & acceptance

Welcome to Artistern. Artistern is operated by Artistern Pty Ltd (ACN 702 452 382, ABN 84 702 452 382) of 20 Marjorie Close, Bulleen VIC 3105, Australia.

These Terms of Service govern your access to and use of artistern.com and any services we provide, including artwork sales, commissioned works, art advisory and exhibitions and events. By using the site, creating an account or placing an order, you agree to these Terms and to our Privacy Policy, Shipping Policy and Refund & Return Policy.

If you do not agree to these Terms, please do not use the site.

2Who you are contracting with

Artistern sources artworks from independent artists and sells them in its own name. For every order, Artistern is the seller of record: your contract of sale is with Artistern, and Artistern is the supplier responsible for the consumer guarantees.

We name the artist because provenance matters. Naming the artist does not create a contract between you and the artist, and does not make the artist a party to your purchase. All your rights and claims about an artwork are against us, and we ask that you do not pursue an artist directly for a matter covered by these Terms. We hold the funds, the shipping records and the contract with the artist, so we are the party able to put things right.

We warrant that we are entitled to sell each artwork and that, on delivery, you receive clear title free of any third-party claim. Artists retain copyright and moral rights at all times.

3Eligibility & accounts

You must be at least 18 to buy from us. If you create an account, keep your details accurate and your password secure. You are responsible for activity under your account until you tell us it has been compromised.

We may suspend or close an account, or refuse service, where we reasonably believe these Terms have been breached, where an order appears fraudulent, or where a compliance check requires it.

4Orders & payment

Placing an order is an offer to buy. A contract forms when we send you a dispatch confirmation, not when you receive an order acknowledgement or when payment is taken.

Payment is due in full at checkout, except for commissions (section 10). Payments are handled by our payment providers; we do not store full card details.

We may decline or cancel an order before dispatch, and refund you in full, because of availability, a pricing or description error, failed payment verification, suspected fraud, or sanctions and export controls. We may also limit orders per customer, household or address to protect artists and ensure fair access to works.

We screen orders for fraud, anti-money-laundering and sanctions compliance, and may ask you to verify your identity, address or source of funds before dispatch. If you do not provide what we reasonably ask, we may cancel and refund the order.

5Artworks, listings & descriptions

Listings are based on information and images supplied by the artist. We review every listing before publishing it and we are responsible to you for its accuracy, subject to the tolerances below.

Handmade works vary. Colours on your screen will differ from the original, texture and surface do not fully translate to photographs, and stated dimensions may vary by up to 2 cm. These variations are not defects.

Where a work is part of a limited edition, the listing states the edition size and your piece's number, and we confirm with the artist that no further works will be added to that edition. Where a work is created using generative AI tools, the listing says so; we do not publish AI-generated work presented as hand-made.

A Certificate of Authenticity signed by the artist accompanies every original artwork and limited edition.

Each original artwork is unique. Once sold it cannot be ordered again, though you may commission a related work under section 10.

6Pricing, taxes & currency

Prices are shown in US dollars unless stated otherwise, and the price displayed at checkout at the time of purchase applies to your order. Shipping is shown separately before you confirm. Australian GST is added where it applies and shown separately.

Currency conversion is handled by your bank or card issuer, which sets the rate and may charge a fee. We are not responsible for exchange rate movements or conversion fees.

Artworks are shipped on a delivered-at-place basis, so you are the importer of record. Import duties, taxes, VAT, brokerage and customs clearance charges are set by your country's authorities, are your responsibility, and are not refundable by us. Our Shipping Policy explains this further.

7Shipping & delivery

Artworks are dispatched within 5–10 business days and typically arrive within 10–20 business days after dispatch. These are estimates, not guarantees. Our Shipping Policy has the detail.

Risk stays with us until confirmed delivery to the address you gave at checkout. If an artwork is lost or damaged in transit, that is our responsibility, not yours. Title passes to you on delivery, provided we have received payment in full.

Please inspect your artwork on arrival and report visible damage within 48 hours, with photographs of the work and the packaging, keeping the packaging until the claim is resolved.

8Returns, refunds & damaged artworks

Our Refund & Return Policy sets out the full process. In summary:

• Change-of-mind returns on original artworks may be started within 7 days of delivery, or 14 days for consumers in the EU and UK.
• Return shipping on a change-of-mind return is at your cost, from every destination. We quote it in writing before anything is booked and deduct it from your refund.
• Where an approved return arrives undamaged and complete, we refund the full purchase price to your original payment method, with no processing or restocking fee.
• Commissioned and made-to-order works, custom framing, digital works and downloads, and gift cards are final sale.

9Authenticity guarantee

We warrant that each artwork is an authentic work by the artist named in the listing, and that editioned works match the stated edition. This warranty runs for one year from delivery and is given to you as the original buyer.

To claim, write to support@artistern.com within that year with the Certificate of Authenticity and a written opinion from the artist, the artist's estate, or a recognised expert or scholarly authority in the field, explaining why the attribution is wrong. We may obtain a second independent opinion at our cost, and where the two conflict we may seek a third. We will tell you who we are instructing.

If the claim is upheld we refund the full price and all shipping costs, arrange and pay for the work's return, and cover your reasonable expert fees up to USD 500.

The warranty does not cover a later change in scholarly opinion where the artwork was what the listing said it was at the time of sale.

10Commissioned works

A commission starts with a written brief we agree with you covering subject, medium, dimensions, palette, framing, price, delivery window and any reference images. The brief is the only standard against which the finished work is judged.

A 50% deposit is payable before the artist begins. The balance, plus shipping, is due after you approve the final image and before dispatch.

If you cancel, we retain:

• Before the artist has started: payment processing fees only.
• After work has started: 30% of the price, for materials and time.
• After you approve the final image: the full 50% deposit.

You receive progress photographs at roughly the halfway point and final images for approval, and you may request one round of revisions within the scope of the brief. Changes beyond the brief are quoted separately.

Commissions are made to your specification, so there is no change-of-mind return once you approve the final image, including for EU and UK buyers. Your rights for damage, non-delivery and authenticity are unaffected.

If the artist cannot complete the work, or produces a work that materially departs from the brief and cannot correct it, we refund everything you have paid, including the deposit.

Timeframes are estimates. Handmade work, drying times and shipping all vary, and we will keep you informed of material delays. Copyright stays with the artist: commissioning a work does not give you reproduction or commercial rights.

11Art advisory

We offer art advisory as a free service: suggestions on works, sizing, placement, framing and building a collection.

Our suggestions are opinions about art, not financial, investment, tax or legal advice, and we do not advise on artworks as investments. We make no representation that any artwork will hold its value, appreciate or be resaleable at any price. Decisions about what to buy are yours.

Suggestions about installation, hanging, lighting or conservation are general. Please have valuable works installed and conserved by a qualified professional.

12Exhibitions & events

We run online viewing rooms, physical exhibitions and ticketed events. Works shown at any of them are sold under these Terms.

In an online viewing room, availability is live, and a work shown may sell before you order it. At a physical exhibition, entry is subject to the venue's rules and any published conditions, please do not touch the works, and you are responsible for damage you or anyone in your care causes to an artwork or the venue.

Tickets are for the named event, date and time, are not for resale at a profit, and are non-refundable except as set out here. Under-18s must be accompanied by an adult unless we say otherwise. If we cancel an event you receive a full refund of the ticket price; if we postpone or materially change it, your ticket transfers to the new date or you may request a full refund. We are not responsible for travel or accommodation costs.

We may refuse entry to, or remove, anyone behaving unsafely, damaging works or breaching venue rules, without a refund. We may photograph or film our events for promotional use; tell staff on arrival if you would rather not appear and we will accommodate that.

13Intellectual property

The site, its text, design, layout, software, logo and the Artistern name belong to us or are licensed to us, and may not be used without written permission.

Photographing your own work for personal use, or posting an image of it in your home on social media with the artist credited, is fine.

Resale royalty schemes may apply when an artwork is resold, depending on the country. Compliance is the responsibility of the seller and the resale agent at that time.

If you believe anything on the site infringes your copyright, email info@artistern.com with details of the work, where it appears, your contact details and a statement that you own or represent the rights. We investigate and remove infringing material where a claim is substantiated.

14User content & reviews

If you submit reviews, comments, testimonials or other content, you grant us a non-exclusive, worldwide, royalty-free, sublicensable licence to use, reproduce, display and share it to operate and promote our services, for as long as you leave it posted and for a reasonable period afterwards.

You confirm that you own or may submit the content, that it does not infringe anyone's rights, and that it is not unlawful, defamatory, misleading or harmful. You are responsible for what you post.

15Acceptable use

You agree not to:

• use the services for unlawful purposes, or violate any applicable law or regulation;
• infringe the rights of others;
• interfere with site security or operations, or upload malware, viruses or harmful code;
• scrape, crawl or harvest data without written permission;
• misrepresent your identity or affiliation;
• approach an artist to arrange a sale outside the site after finding their work here.

We may suspend, restrict or terminate access where we reasonably believe these Terms have been breached.

16Third-party services & links

The site includes third-party integrations such as payment gateways, shipping carriers and analytics providers, and may link to external sites. We do not control and are not responsible for third-party content, terms, security or privacy practices. Please review their terms before using those services.

17Liability

Subject to that, our total liability for any claim connected with an artwork is limited to the price you paid for it plus the shipping you paid, and we are not liable for indirect or consequential loss, loss of profit or business, loss of opportunity, or any fall in the value of an artwork.

All claims are against Artistern Pty Ltd. To the extent the law allows, our directors, officers, employees and contractors have no personal liability to you for anything done in that capacity.

If you are a business buyer, claims must be brought within 12 months of the event giving rise to them.

18Indemnity

You agree to cover losses we suffer because of your breach of these Terms, your misuse of the site or of an artwork's image, or incorrect information you gave us. This does not apply to the extent the loss was caused by our own breach, negligence or wrongful act, and it does not apply to a consumer beyond what the law permits.

19Sanctions, export & import compliance

We comply with Australian sanctions law and with the requirements of our payment providers and carriers, which may be stricter. We may delay, refuse or cancel an order on those grounds, and where we do, we refund it in full.

You confirm that you are not a sanctioned person, are not acting for one, and are not located in a country we cannot lawfully trade with.

The country of origin of each artwork is shown on its product page. You are responsible for confirming that an artwork may lawfully be imported into your country and for any import licence or permit required. Where an artwork requires an export permit or cultural heritage clearance from its country of origin, we obtain it before dispatch. We do not sell antiquities or works of cultural heritage significance that cannot lawfully leave their country of origin.

20Force majeure

We are not in breach where we are delayed or prevented by events beyond our reasonable control, including war, civil unrest, sanctions, natural disasters, pandemics, carrier failures, customs action, strikes, power outages and government action. We will tell you promptly, and if the delay is substantial you may cancel an undelivered order for a full refund.

21Changes to these Terms

We may update these Terms. The “Last updated” date reflects the most recent revision, and material changes are notified on the site at least 30 days in advance.

22General

• Severability. If any provision is found unenforceable, it is severed and the remaining provisions continue in full force.
• No waiver. A failure to enforce any provision is not a waiver of our right to enforce it later.
• Assignment. We may transfer our rights and obligations to a successor on a sale or restructure of the business, provided your rights are not reduced. You may not transfer yours without our written consent.
• Entire agreement. These Terms and the Policies form the entire agreement between you and Artistern regarding the services, and supersede any prior understanding.
• Order of precedence. If these Terms conflict with a Policy on a matter that Policy specifically addresses, the Policy prevails.
• Language. These Terms are written in English. Any translation is for convenience only, and the English version governs.
• Survival. Sections 9, 13, 17, 18, 22 and 23 continue to apply after your purchase is complete.

23How we resolve disputes

Most problems are solved in a few emails. This is what happens if they are not.

• Step 1: tell us. Email support@artistern.com with your order number, what went wrong and what you would like us to do, attaching photographs where relevant. Deadlines: visible transit damage, 48 hours from delivery; non-delivery, 30 days from the estimated delivery date; authenticity, one year; anything else, as soon as reasonably possible.
• Step 2: our assessment. We acknowledge within 2 business days and give you a written decision within 10 business days, based on the listing, the condition report, packing and delivery records, and anything you send us.
• Step 3: review. If you disagree, ask for a review within 14 days. A director reviews the file and responds within 10 business days. This is the final internal step.
• Step 4: mediation, if you want it. We will take part in mediation through an independent body such as the Resolution Institute, sharing the mediator's fee equally. Mediation is optional and is not a precondition to anything else. You may also use consumer protection or ombudsman services in your own country.
• Step 5: courts. These Terms are governed by the laws of Victoria, Australia, and the courts of Victoria have non-exclusive jurisdiction. If you are a consumer, nothing here prevents you from bringing proceedings in your country of residence or relying on the mandatory consumer laws of that country.

Business buyers. You are a business buyer if you tell us at checkout or in writing that you are buying for business purposes, including for a client, or if you hold a trade account with us. Steps 1 to 3 apply, and any dispute not resolved there is referred to arbitration administered by the Australian Centre for International Commercial Arbitration under its rules, before one arbitrator, seated in Melbourne, in English and confidential.

Chargebacks. Please raise a problem with us before contacting your bank. Where a chargeback is filed we pause any parallel refund so the same amount is not refunded twice, and we provide our records to the payment provider. Filing a chargeback does not remove your rights under these Terms or under consumer law.

Artists. Your dispute is always with us. We deal with the artist separately under our Artist Agreement, and the outcome of your claim does not depend on that process.

24Contact us

• General enquiries: info@artistern.com
• Collectors and buying enquiries: collect@artistern.com
• Orders, returns, claims and complaints: support@artistern.com
• Artists: artists@artistern.com
• Galleries, trade and partnerships: galleries@artistern.com
• Press: editorial@artistern.com
• Post: Artistern Pty Ltd, 20 Marjorie Close, Bulleen VIC 3105, Australia

1Who we are & what this covers

This Privacy Policy describes how Artistern collects, uses, discloses and protects your personal information when you visit artistern.com, buy from us, or otherwise deal with us.

Artistern is operated by Artistern Pty Ltd (ACN 702 452 382, ABN 84 702 452 382) of 20 Marjorie Close, Bulleen VIC 3105, Australia. For the purposes of the GDPR and UK GDPR, Artistern Pty Ltd is the data controller for the personal information described here.

• Postal address: 20 Marjorie Close, Bulleen VIC 3105, Australia
• Email: info@artistern.com

Nothing in this policy limits your rights under applicable privacy legislation.

2Changes to this policy

We may update this Privacy Policy to reflect operational, legal, regulatory or technological changes. When we do, we post the revised version on this page and update the “Last updated” date. Where a change is material, we make reasonable efforts to notify you directly.

3What personal information we collect

3.1 Information you provide directly

• Contact details: name, address, phone number, email;
• Order details: billing and shipping address, payment confirmation;
• Account information: username and password, if you create an account;
• Customer support: messages, attachments and correspondence;
• Art submissions or collaborations: portfolio materials, artist details, business information.

3.2 Information collected automatically

• IP address, browser type and device type;
• usage data and interactions;
• pages viewed and navigation patterns.

This helps us operate the site securely, improve performance, prevent fraud and misuse, and understand how the site is used.

3.3 Information from third parties

• payment processors, for example Stripe or PayPal;
• shipping partners, for delivery updates;
• analytics providers, for example Google Analytics;
• marketing partners, where applicable.

We do not store full card numbers or sensitive payment authentication data, and we collect only what is reasonably necessary to run our business.

4How and why we use your information

We use personal information to fulfil orders and provide our services; process and verify payments; send order updates; answer enquiries and provide support; send marketing where you have opted in; detect fraud and verify identity; run sanctions screening; monitor security; and meet legal obligations and resolve disputes.

Lawful bases (GDPR / UK GDPR). Where those laws apply to you, we rely on:

• Performance of a contract — to process your order, arrange delivery, handle returns and provide support;
• Legal obligation — for tax, customs, sanctions screening and financial record-keeping;
• Legitimate interests — to secure the site, prevent fraud and improve our services, where those interests are not overridden by your rights;
• Consent — for marketing and non-essential cookies, which you may withdraw at any time.

5Cookies & tracking

We use cookies and similar technologies to remember preferences, improve functionality, analyse site usage, and support performance and security.

• Strictly necessary cookies keep the site working — sessions, carts, security. These cannot be switched off.
• Analytics and marketing cookies are optional. Where the law requires it, we set them only after you consent through our cookie banner.

You can change your cookie choices at any time through the banner or your browser settings. Some features may not work properly if cookies are disabled.

6Marketing communications

We send marketing only where you have opted in or where the law permits. Every marketing email has a working unsubscribe link and we action requests promptly, consistent with the Spam Act 2003 (Cth) and equivalent laws elsewhere. Opting out of marketing does not stop transactional messages about an order you have placed.

7How we disclose personal information

We may disclose personal information to:

• service providers assisting with payment processing, analytics, fulfilment, hosting or IT support;
• shipping carriers and logistics providers;
• professional advisers, such as accountants and lawyers;
• law enforcement or regulators where legally required;
• a successor if the business is sold, merged or restructured.

We do not sell personal information, and we do not share personal data for profiling or behavioural advertising.

8Automated decision-making

We use automated tools to screen orders for fraud, payment risk and sanctions compliance. These may flag a transaction for review or cause an order to be declined. A person reviews any decision that materially affects you before it becomes final, and you may ask us to reconsider or explain a decision.

We do not use automated processing to build behavioural profiles for advertising.

9User-generated content

If you post public content — art submissions, reviews, testimonials or comments — that information may become publicly accessible. We are not responsible for how third parties use publicly available information, and we encourage caution before posting personal details in public.

10Third-party links

Our site may link to external websites or services. We are not responsible for the privacy practices, content or security of third parties. Please review their privacy policies before interacting with them.

11Children's privacy

Our services are not directed at children under 16. We do not knowingly collect personal information from children, and where we become aware that we have done so without appropriate consent, we take reasonable steps to delete it. Parents or guardians may contact us to request removal.

12Security, breaches & retention

We use reasonable administrative, technical and physical safeguards to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No method of online transmission or electronic storage is completely secure.

Data breach notification. If a breach is likely to result in serious harm, we notify affected individuals and the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth). Where the GDPR or UK GDPR applies, we notify the relevant supervisory authority within 72 hours of becoming aware of a qualifying breach.

Retention. We keep personal information only as long as necessary to fulfil the purposes in this policy, comply with legal obligations, resolve disputes and enforce agreements. Typical periods:

• order and transaction records — 5 years, to meet Australian tax record-keeping requirements, and longer where a dispute or claim remains open;
• account data — until you request deletion, or after a prolonged period of inactivity;
• marketing data — until you opt out;
• support correspondence — up to 3 years after the matter is closed.

13Your rights

Depending on where you live, you may have the right to:

• access the personal information we hold about you;
• request correction of inaccurate or incomplete data;
• request deletion, subject to our legal retention obligations;
• receive your data in a portable, machine-readable format, or have it transmitted to another controller;
• withdraw consent where processing is based on consent;
• restrict or object to certain processing, including direct marketing;
• opt out of promotional communications at any time.

To exercise any of these, email info@artistern.com. We may need to verify your identity first, and we aim to respond within 30 days.

14Complaints

If you believe your privacy rights have been infringed, please contact us first so we can investigate. If the matter is unresolved, Australian residents may contact the Office of the Australian Information Commissioner at www.oaic.gov.au. EU and UK residents may complain to their local supervisory authority or, in the UK, the Information Commissioner's Office. Residents elsewhere may contact their local data protection authority.

15International transfers

Your information may be processed or stored outside your country of residence, including in Australia, where our service providers operate. When we transfer personal information internationally, we take reasonable steps to ensure recipients handle it in line with applicable privacy laws.

For transfers of EU or UK personal data to countries without an adequacy decision, we rely on the European Commission's Standard Contractual Clauses, and the UK International Data Transfer Addendum where applicable, supported by appropriate technical and organisational measures. A copy of the relevant safeguards is available on request.

16Applicable laws

This Privacy Policy is designed to align with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, the General Data Protection Regulation (EU) 2016/679 and the UK GDPR where applicable, and the Spam Act 2003 (Cth).

17Contact us

Questions, requests or complaints about privacy: info@artistern.com, or Artistern Pty Ltd, 20 Marjorie Close, Bulleen VIC 3105, Australia.

1Processing & delivery

Every artwork is packaged with care to ensure it arrives safely and beautifully.

• Shipping cost. Shipping is charged at checkout and shown separately from the artwork price, calculated on the artwork's size, weight, destination and the level of protection required. On a change-of-mind return the outbound shipping charge is not refunded, except for EU and UK customers exercising the statutory right of withdrawal (see Refund & Return Policy, section 8).
• Processing time. Orders are dispatched within 5–10 business days after purchase. Some works need longer preparation depending on the artist's location, the medium or framing.
• Delivery time. Transit times vary by destination and by the artist's location. Most artworks arrive within 10–20 business days after dispatch. Delivery timeframes are estimates only and are not guaranteed.
• Tracking. A tracking number is provided once your order has shipped.
• Insurance. Artworks are shipped insured to their full sale value wherever cover is available. Availability can depend on the carrier, the destination country and regulatory or sanctions restrictions. Where insurance cannot be obtained for a route, we still carry the risk until delivery.

2Risk of loss

Risk of loss or damage stays with us until confirmed delivery to the shipping address, or authorised collection point, you provided at checkout. If an artwork is lost or damaged before then, we refund or replace it.

3Address accuracy & failed delivery

Please check your shipping address carefully before completing checkout. Contact us immediately if you need to correct it — once an artwork has been dispatched, we cannot guarantee a change is possible.

Where a shipment is delayed, returned or re-dispatched because the address you supplied was incorrect or incomplete, because delivery was refused, or because the parcel went unclaimed after the carrier's delivery attempts, the re-delivery, storage and return charges actually incurred are your responsibility and may be deducted from any refund. We always tell you the amount before applying it.

4Customs & import duties

International shipments may attract customs duties, taxes, VAT, GST, brokerage fees or other import charges imposed by the destination country. These fees:

• are not included at checkout unless expressly stated;
• are determined by the destination country's customs authority;
• are your responsibility as the importer of record.

If customs fees apply, the courier or customs office will contact you directly for payment before delivery. We monitor shipments and assist with customs communication where reasonably possible, but we do not control customs processes or decisions.

Rates, thresholds and classifications vary by country and change without notice, and the amount assessed depends on the artwork's customs classification, its declared value and the judgement of your customs authority. Please confirm the current position with your own customs authority before ordering. We are happy to provide the documentation you need, but we cannot quote or predict what your country will charge.

Important: customs duties, VAT, import taxes and brokerage fees are non-refundable by us if you return an artwork. Any recovery of import VAT or duty must be claimed from your own customs authority, and we will provide reasonable documentation to support a claim.

5Trade compliance & sanctions

We comply with Australian export regulations and applicable international trade laws, and with the requirements of our payment providers and carriers. We may delay, refuse or cancel shipments where compliance requires it, request additional documentation for export or customs purposes, and cancel transactions that would breach sanctions or trade restrictions. Where we cancel an order on these grounds, we refund it in full.

Where an artwork requires an export permit or cultural heritage clearance from its country of origin, we obtain it before dispatch.

6Artwork origin

The country of origin for each artwork is listed on its product page under “Artwork Details.” This assists in estimating customs treatment and delivery timeframes. You are responsible for ensuring an artwork may lawfully be imported into your jurisdiction.

7Delivery delays & force majeure

We are not responsible for delays caused by customs inspections, regulatory reviews, carrier disruptions, natural disasters, political events, sanctions enforcement, government action, or strikes and labour disruptions. Delivery estimates are indicative only, and we will keep you informed of material delays.

8Shipments returned over customs issues

If an artwork is returned to us because of unpaid customs duties, missing documentation or a refusal to accept delivery, the return shipping, storage, customs and administrative fees actually incurred may be deducted from any refund, in line with our Refund & Return Policy. We notify you of the amount before processing.

9Damage in transit

Please inspect your artwork on arrival. Report visible damage, or a parcel that arrives opened or tampered with, within 48 hours of delivery, with photographs of the artwork and of all packaging, and keep the packaging until the claim is resolved. Carriers and insurers reject claims without it.

10Return shipping

On a change-of-mind return, return shipping is at your cost, from every destination worldwide. All returns must be arranged through us, and we quote the cost in writing for your approval before booking.

Where an artwork is faulty, damaged in transit or not as described, we arrange and pay for collection and carry the risk in transit. Full details are in the Refund & Return Policy.

11Need assistance?

For shipping, customs or tracking enquiries, email support@artistern.com.

1Scope & your statutory rights

We want your experience with our artworks to be nothing short of delightful. If a purchase isn't a perfect match, this policy sets out how a return works.

2Change-of-mind returns on original artworks

If you change your mind, you have 7 days from the date of delivery to start a return on an original artwork. Consumers in the EU and UK have 14 days — see section 8.

To be eligible, the artwork must be returned in its original packaging and in original, unaltered condition, with all included materials and documentation.

Where an approved return is received in that condition, we refund the full purchase price of the artwork to your original payment method. No processing or restocking fee is charged.

Two costs are not refunded on a change-of-mind return:

• Return shipping, which is your responsibility from every destination (section 4);
• the original outbound delivery charge, where it was charged to you separately at checkout.

Change-of-mind returns do not apply to Final Sale items (section 5).

3How to request a return

1. Contact us within your return window at support@artistern.com, including your order number, the artwork title, and a brief note on why you'd like to return it.
2. We confirm eligibility and send you a written return shipping quote covering collection, transit, insurance where available, and export documentation.
3. You approve the quote in writing. Nothing is booked and nothing is charged until you do. If you decide not to proceed, the return simply doesn't go ahead.
4. We book the courier and send you packing and collection instructions.
5. We inspect the artwork on arrival and issue your refund, less the quoted return shipping cost.

4Return shipping — cost & booking

Return shipping costs are the customer's responsibility, from anywhere in the world. There are no free-return destinations. All returns must be arranged through Artistern. Please do not book your own courier — we cannot guarantee handling, insurance or customs treatment for shipments arranged outside our process.

How the cost is charged. We quote the return shipping cost in writing before anything is booked. Once you approve it, we book and pay the carrier, then deduct that same quoted amount from your refund. You are never charged an open-ended or unquoted amount. If the quoted return shipping would equal or exceed your refund, we tell you plainly before you decide.

When we pay instead. Return shipping is not charged to you, wherever you are, where the artwork is faulty, was damaged in transit, was not as described, or where there is a major failure under applicable consumer law. In those cases we also carry the risk in transit.

Risk in transit. On a change-of-mind return, risk of loss or damage stays with you until the artwork is received and inspected at the return address we nominate.

5Final sale items

The following cannot be returned for change-of-mind reasons, because they are made for you or cannot be returned once supplied:

• commissioned and other made-to-order works;
• custom framing and works altered to your specification;
• digital works and downloads;
• gift cards.

These items may still be returned, replaced or refunded if they arrive damaged or defective, or in any other case required by applicable consumer law. For EU and UK consumers, only the exclusions permitted by law apply, which are goods made to your specification or clearly personalised, and digital content supplied with your prior express consent.

Everything else we sell, including photography, limited and open edition prints, and framed works that were not made to your specification, can be returned under section 2.

6Damaged or defective items

If your artwork arrives damaged or defective, tell us as soon as you reasonably can, ideally within 48 hours of delivery, which gives us the best chance of a successful insurance claim:

1. Take clear photographs of the damaged area and the packaging, before discarding anything.
2. Email the photographs and your order details to support@artistern.com.
3. We file an insurance claim where applicable, arrange a replacement where one is possible, or refund you.

Where a claim is upheld you choose between a full refund, or a repair or replacement where one is genuinely possible. Unique originals usually cannot be replaced, so a refund is the normal remedy. Where the problem is minor and you would like to keep the work, we may agree a partial refund instead.

We cannot accept returns for artworks damaged after delivery through mishandling, environmental exposure, improper unpacking, or failure to follow care instructions. The colour, texture and scale variations described in our Terms, and ordinary characteristics of the medium such as visible brushwork or canvas weave, are not defects.

7Packing & inspection

Packing your return. Repack the artwork using the original packaging materials wherever possible. If the original packaging is unavailable, use equivalent protective packaging. If damage occurs in return transit because of inadequate packaging, your refund may be reduced to reflect the diminished value.

Inspection & approval. All returned artworks are inspected on receipt at the address we nominate. A full refund is processed where the artwork comes back in original condition, undamaged and with all included materials. If it shows damage, alteration or improper handling not attributable to transit or an original defect, a partial refund may be issued, proportionate to the reduction in value, and we explain the assessment to you in writing.

8EU & UK consumers — 14-day right of withdrawal

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance purchase within 14 days, beginning the day after you or a nominated third party takes physical possession of the artwork. You do not need to give a reason.

• How to withdraw. Tell us in a clear statement by email to support@artistern.com within the 14-day period.
• Return the artwork without undue delay, and in any event within 14 days of telling us.
• What we refund. The full purchase price plus the standard outbound delivery cost you paid, if any. Where you chose a more expensive delivery method, we refund the standard rate.
• Return shipping. You bear the direct cost of returning the artwork, as permitted under EU and UK distance selling rules and as disclosed here before purchase.
• Timing. We refund without undue delay, and within 14 days of receiving the artwork back or of your proof of return, whichever is earlier.
• Deduction. We may reduce the refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the artwork.

This right does not apply to goods made to your specification or clearly personalised, including commissioned works and custom framing, or to digital content supplied and accessed with your prior express consent. This section applies instead of the 7-day change-of-mind window in section 2, and does not limit any other right you hold under EU or UK consumer law.

9Commissioned works

A commission is judged against the written brief agreed before work began. You receive progress photographs and approve the final image before dispatch, and you may request one round of revisions within the scope of the brief.

Once you approve the final image there is no change-of-mind return, including in the EU and UK. If you cancel earlier, we retain payment processing fees only if the artist has not started, 30% of the price once work has started, and the full 50% deposit once you have approved the final image. If the artist cannot complete the work, or produces a work that materially departs from the brief and cannot correct it, we refund everything you have paid.

Your rights for damage, non-delivery and authenticity are unaffected.

10Authenticity claims

We warrant every artwork as an authentic work by the artist named in the listing for one year from delivery. The claim process is in section 9 of our Terms of Service. If a claim is upheld we refund the full price and all shipping, arrange and pay for the work's return, and cover your reasonable expert fees up to USD 500.

11Customs & international returns

Customs duties, VAT and brokerage fees are non-refundable by us. Where you have paid import VAT or duty, you may be able to reclaim it from your own customs authority once the artwork is exported back to us, and we will provide reasonable documentation to support a claim.

If an artwork is returned to us because of unpaid customs duties, refusal of delivery or missing documentation, the return shipping, storage and handling costs actually incurred may be deducted from your refund. We tell you the amount before processing.

12Refund process & timing

Once we receive and inspect your returned artwork and confirm approval:

• refunds to your original payment method are processed within 7–10 business days;
• store credit, where you have chosen it, is typically issued within a few business days.

Processing times vary by payment provider. We email you once your refund or store credit has been issued, showing the purchase price, any deduction for return shipping and the net amount. Currency movements between the date you paid and the date of refund are set by your bank or card issuer and are not within our control.

If a payment dispute or chargeback is started before the return process is complete, we may pause refund processing until the matter is resolved with your payment provider, so that the same amount is not refunded twice.

13Need help?

We're here for you — always. For any question about returns, refunds or your order, email support@artistern.com.