Returns Policy
With artThailand, what you see is what you get. We take high quality images of all our artworks. All our works are originals unless explicitly stated otherwise. We provide full provenance.
We are very confident that you will be delighted with your purchase, but we recognize that buying art (especially online) is not the same as buying cookies, or software, or books. Until you can see a piece of art in your own environment, feel it and touch it, there can always be doubt as to whether this purchase was the right thing to do.
Our number one priority is to have satisfied customers. Most of our business comes from repeat purchases and we won't get those repeat purchases unless our customers 1) like what they buy, and 2) believe that we are dealing fairly with them. So we have developed a simple and customer friendly returns policy. Here it is:
IF YOU DON'T LIKE WHAT YOU HAVE PURCHASED YOU CAN RETURN IT TO US FOR A FULL REFUND, WITH NO QUESTIONS ASKED.
That's it. All we ask is that you 1) pay the shipping costs 2) use our preferred carrier, Fedex 3) pay insurance to guarantee a safe delivery 4) inform us that you are returning your goods no more than 10 business days after original receipt. Once we have received the goods and verified their condition we will refund 100% of your purchase price. The only charge we will make is for the original shipping and insurance costs.
FAQ
- Can I really be sure that you will refund my money to me?
- What do you mean about me paying shipping costs, insurance, using your preferred carrier and so on?
- What about customs duties and sales taxes?
- Why do I have to inform you that I want to return my goods no more than 10 business days after receipt?
- What if my goods are damaged?
- When do I get my money back?
- Are my legal rights affected by the returns policy?
- How do I know that you won't inflate your shipping and insurance costs?
- Are there any circumstances in which you will not grant a refund?
- Can I delay making my payment for goods received until I have decided that I like what I purchased?
- How can I ensure that I return the goods undamaged to you?
- What if I have any other questions?
Can I really be sure that you will refund my money to me?
While we don't like losing any sale we have no commercial, legal or tax impediments to making a refund. We can also offer you a number of services to provide you with legal guarantees. As an example, we can very easily set up an escrow account for you. Put at its simplest, escrow withholds payments until all parties are agreed that a transaction has been satisfactorily completed. Dispute resolution mechanisms are also available via escrow. For more details please see escrow. Services like escrow do cost a little more for a buyer, as they are effectively like buying an insurance policy. They are rarely necessary, but we make them available to give you confidence that we mean what we say.
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What do you mean about me paying shipping costs, insurance, using your preferred carrier and so on?
Our guarantee is to refund 100% of the purchase price of your goods if you are not happy with what you have bought. We will willingly accept the inconvenience of a return sale but we do think it reasonable to ask you to pay the associated costs. When you receive an invoice from us you will see your costs broken down into three parts, namely 1) the purchase price 2) shipping, and 3) insurance. We will refund the purchase price only. We also expect you to pay for shipping the goods back to us. We ask you to insure a shipment to us because any piece of artwork is necessarily fragile. Insurance makes good commercial sense for everyone. We ask you to use our preferred carrier as a further insurance policy, to ensure safe delivery and to make refunds of sales taxes and customs duties easier.
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What about customs duties and sales taxes?
We will calculate duties and taxes at the time of sale. The amount varies from country to country. These costs will be included within your invoice. One we have received payment we will ship the goods to you with tax and duty paid. If you return the goods we then reclaim the tax and pay it back to you along with the purchase price.
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Why do I have to inform you that I want to return my goods no more than 10 business days after receipt?
We think this is fair to all. You have 2 weeks to decide that you want to make a return. All you have to do is inform us and we will work with you to get the goods back to Thailand. Our artists get paid for their work only when is completed. We don't think it is fair to withhold payment from them any longer than this. In exceptional circumstances we will grant a return after 10 business days, but those circumstances are at our discretion.
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No problem. We guarantee safe delivery so the returns policy does not apply. Simply inform us about the problem and we will work with you to get the goods back to Thailand. We do ask you to inform us of a "damage" delivery immediately upon receipt.
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You will receive your money within 5 business days of our receipt of the returned goods. The precise mechanism for making a refund will depend on the method of payment you chose to make in the first place. Payment to you may be delayed if we receive damaged goods. We will inform you immediately of a shipment problem and make a claim on the insurance. If necessary we will put the repayment into an escrow account while the insurance claim is being managed.
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Are my legal rights affected by the returns policy?
No. You always retain your legal rights.
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How do I know that you won't inflate your shipping and insurance costs?
This is one reason why we have a preferred carrier, Federal Express. Not only can you track your shipment via our website. You can also use Fedex's shipping calculator to establish your shipping costs.
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Are there any circumstances in which you will not grant a refund?
No. Our policy is very clear. All we ask is that you 1) inform us within 10 business days that you wish to claim a refund 2) pay the shipping costs 3) take out insurance to cover against a damaged shipment, and 4) use our preferred carrier.
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Can I delay making my payment for goods received until I have decided that I like what I purchased?
We are willing to lend work for periods of time. Please contact us for information.
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How can I ensure that I return the goods undamaged to you?
Surety is difficult to achieve with an organic product like art. Using our preferred carrier substantially reduces risk. Insurance provides cover against damage. Appropriate packaging will also reduce risk substantially. We can provide you with detailed packing advice.
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What if I have any other questions?
Just send an email to returns@artthailand.net. Alternatively you can call us at +66.2.663.0687.
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