Refund policy
Table of Contents
- Return Eligibility
- Trade & Wholesale Accounts
- Faire Marketplace Orders
- Made-to-Order & Custom Items
- Reporting Damage or Defects
- Return Process
- Return Shipping
- Large Item & Freight Returns
- Refund Timeline
- International & EU Orders
- Contact Us
Return Eligibility
All products are made-to-order and are FINAL SALE with no returns, except for quality issues or shipping damage.
We accept returns within 5 business days of delivery for damaged or defective items only. Returns are not accepted for change of mind, incorrect product selection, or client preference changes.
Eligible returns:
- Item must be reported within 5 business days of delivery
- Item must be unused, uninstalled, and in original packaging
- Damage or manufacturing defect must be documented with photographs
- Return authorization must be obtained before shipping
Trade & Wholesale Accounts
This return policy applies to all direct purchases through Art Collectiv, including:
- Trade program members
- Wholesale accounts
- Interior designers and design professionals
- Direct website purchases
We understand that as design professionals, you may be ordering on behalf of clients. Please inspect all items immediately upon receipt and report any issues within 5 business days, even if installation is scheduled for a later date.
Faire Marketplace Orders
Important: Orders placed through the Faire marketplace are subject to Faire's return policy and terms, not this policy.
- Faire orders must be returned according to Faire's platform guidelines
- Return requests for Faire orders should be initiated through your Faire account
- Faire's return window and terms supersede Art Collectiv's direct return policy
- For questions about Faire orders, please contact us or refer to Faire's merchant support
Made-to-Order & Custom Items - FINAL SALE
All made-to-order and custom-made items are considered Final Sale and are non-refundable and non-returnable. This includes:
- Custom-framed artwork
- Pieces made to specific size, finish, or material specifications
- Any item marked as "made-to-order" or "custom" on the product page
- Special orders placed for specific projects
These items are created specifically for your order and cannot be resold. We carefully inspect all made-to-order items before shipment to ensure they meet our quality standards.
Reporting Damage or Defects
Due to the size and fragility of our art pieces, we require photo documentation before authorizing any return.
All issues must be reported within 5 business days of delivery. This includes shipping damage, manufacturing defects, incorrect items shipped, missing components, or any quality concerns.
To report damage or defects:
1. Contact us within 5 days of delivery at service@artcollectiv.com with:
- Your order number
- Purchase order number (if applicable)
- Trade account name (if applicable)
2. Provide clear photographs showing:
- The damaged area(s) of the artwork or frame
- The original packaging (especially if damage appears shipping-related)
- Multiple angles of the defect or issue
- Any visible shipping damage to the outer carton
3. Describe the issue in detail, including:
- When the damage was discovered
- Whether the item has been installed or remains in packaging
- Project timeline considerations (if urgent)
4. Wait for authorization - Do not ship items back or dispose of packaging without our approval
We will review your claim within 2 business days and provide next steps, which may include:
- Full refund without return (for cost-prohibitive returns)
- Replacement shipment
- Partial refund for minor damage
- Coordination with our shipping carrier and manufacturer for insurance claims
Return Process
Once your return is authorized:
- We will provide detailed return shipping instructions
- You will receive a return authorization (RA) number - required for all returns
- Pack the item securely in its original packaging with all protective materials
- Clearly mark the RA number on the outside of the package
- Ship to the return address provided
- Provide tracking information once shipped
Important: Items shipped back without a valid RA number will not be accepted and may be refused or returned to sender at your expense.
Return Shipping Costs
- Damaged or defective items: Art Collectiv will cover return shipping costs via prepaid label
- All other authorized returns: Customer/trade account is responsible for return shipping
- Original outbound shipping charges are non-refundable (unless return is due to damage or our error)
We recommend using a trackable shipping service with signature confirmation and purchasing shipping insurance for high-value items. Art Collectiv is not responsible for items lost or damaged during return transit.
Large Item & Freight Returns
For oversized framed art pieces (over 36" in any dimension) or items requiring freight shipping, return logistics can be complex and costly.
Our approach:
- We will work with you directly to determine the most practical solution
- We may coordinate with our shipping carrier and manufacturer to file damage claims
- For significant shipping damage, we may authorize a refund or replacement without requiring physical return of the damaged piece
- Each case is evaluated individually based on damage extent, item value, and shipping costs
Please contact us before arranging return shipping for:
- Any item over 36" in any dimension
- Items originally shipped via freight
- Multiple pieces from the same order
We're committed to finding solutions that minimize disruption to your project timelines.
Refund Timeline
Once we receive and inspect your returned item:
- Inspection: 3-5 business days after receipt
- Refund approval: 1-2 business days after inspection
- Refund processing: 5-7 business days after approval
- Credit to your account: Depends on your payment method and financial institution (typically 5-10 business days)
Refunds are issued to the original payment method used for purchase.
For trade accounts with net terms: Credits will be applied to your account balance.
You will receive email confirmation once your refund or credit has been processed.
Please note:
- No restocking fees are charged
- Original shipping charges are non-refundable unless the return is due to damage or our error
International & European Economic Area (EEA) Orders
Current Status: Art Collectiv primarily ships within the United States. International orders are accepted on a case-by-case basis via custom invoice only.
For European Economic Area (EEA) Customers:
If you are located in or purchasing from the European Economic Area, you have additional rights under EU consumer protection laws:
Right of Withdrawal: EEA consumers typically have 14 days after delivery to return products for a full refund, even without a specific reason (change of mind). However, this right does not apply to:
- Custom-made or made-to-order items
- Goods that cannot be returned for hygiene or health protection reasons
- Sealed goods that were unsealed after delivery
Conformity of Goods: Products must conform to the description provided and be fit for their intended purpose. If goods are defective or do not conform, you have the right to repair, replacement, price reduction, or refund.
Return Shipping for EEA Orders: For returns exercising the right of withdrawal (non-damage returns), the customer is responsible for return shipping costs unless otherwise agreed. For defective or non-conforming goods, we will cover return shipping.
Customs & Duties: International orders may be subject to import duties, customs fees, and taxes imposed by your country. These fees are non-refundable and are the responsibility of the customer. Please check with your local customs office for specific requirements.
Contact for International Orders: If you are interested in placing an international order or have questions about international returns, please contact us at service@artcollectiv.com to discuss custom invoicing and shipping arrangements.
Contact Us
Questions about returns, need to report damage, or require project-specific assistance?
Email: service@artcollectiv.com
Phone: (941) 264-8300
Store: Art Collectiv
Website: artcollectiv.com
For urgent project-related issues, please email or call us directly and reference your order number.
We're committed to supporting your design projects and ensuring complete satisfaction with Art Collectiv.
Last Updated: November 2025