Effective Date: 12 August 2025

Last Updated: 2 August 2026

1. Welcome

Welcome to Art is Lit.

We’re delighted you’ve chosen to be part of our creative community.

Whether you’re discovering a piece of art that speaks to you or sharing your creativity with the world, we want every experience on our marketplace to be enjoyable, inspiring, and built on trust.

Every artwork has a story.

Every artist invests time, skill, passion, and imagination into creating something unique.

Every Buyer places trust in the artist behind the work and in the marketplace that brings them together.

That trust is something we value deeply.

1.2 Our Promise

At Art is Lit, we believe the best marketplaces are built on more than transactions.

They are built on honesty, respect, fairness, and kindness.

Our goal is to create an environment where:

Buyers can shop with confidence.
Sellers can create and sell with peace of mind.
Disagreements are handled fairly.
Honest people feel protected.
Creativity is celebrated.

Most purchases are completed without any problems at all, and we genuinely hope yours will be one of them.

However, if something doesn’t go as expected, we’re here to help.

1.3 If Something Goes Wrong

We understand that mistakes can happen.

Sometimes artwork is damaged during delivery.

Sometimes a parcel is delayed.

Sometimes a listing isn’t quite what was expected.

Occasionally, misunderstandings occur.

When they do, our aim is not to blame anyone.

Our aim is to understand what happened, review the evidence fairly, and work with everyone involved to reach a reasonable solution.

Every situation is different, so every case is considered individually.

1.4 Protecting Our Community

This policy has been written to protect everyone who uses Art is Lit.

It protects Buyers from genuine problems.

It protects Sellers from unfair or dishonest claims.

It helps ensure that every decision is based on evidence rather than assumptions.

Most importantly, it helps preserve the trust that allows our creative community to grow.

We ask every Buyer and Seller to use the Platform honestly, respectfully, and in good faith.

1.5 About This Policy

This Returns & Refunds Policy explains:

when an order can be cancelled;
how the 48-hour Buyer Inspection Period works;
when a return or refund may be available;
the responsibilities of Buyers, Sellers, and Art is Lit;
how disputes are investigated and resolved;
when payments are released to Sellers; and
how we work to reach fair outcomes while respecting applicable consumer protection laws.

By using the Art is Lit Platform, you agree to this Policy together with our Terms & Conditions and our other Platform policies.

Nothing in this Policy limits any legal rights that cannot be excluded under applicable law.ated: 2 August 2026

2. Buyer Inspection Period (48 Hours)

At Art is Lit, we believe that every Buyer should have a reasonable opportunity to inspect their Artwork before the Seller receives payment.

At the same time, we recognise that Sellers deserve to receive payment within a reasonable timeframe once they have fulfilled their obligations.

The 48-hour Buyer Inspection Period has been designed to fairly balance these interests by giving Buyers time to check that their order has arrived safely and matches the listing, while ensuring that Sellers are not left waiting indefinitely for payment.

2.1 When the Inspection Period Begins

The Buyer Inspection Period begins when the order is marked as delivered by the courier or shipping provider using the delivery information available to Art is Lit.

The inspection period lasts for 48 hours from the recorded delivery time.

2.2 During the Inspection Period

Buyers should inspect their Artwork as soon as reasonably possible after delivery.

This includes checking that:

the correct Artwork has been received;
the Artwork matches the listing description and photographs;
the Artwork has arrived without damage;
any accessories, certificates of authenticity, or accompanying items are included where applicable; and
the order is otherwise as expected.

If everything is satisfactory, no further action is required.

At the end of the 48-hour Buyer Inspection Period, payment will normally be released to the Seller in accordance with the Seller Agreement.

2.3 If There Is a Problem

If a Buyer believes there is a problem with their order, they should notify Art is Lit through the Platform within the 48-hour Buyer Inspection Period.

Where reasonably possible, Buyers should provide:

clear photographs of the Artwork;
photographs of the packaging, including any visible damage;
a description of the issue;
any supporting documentation; and
any other information reasonably requested to help investigate the matter.

Providing complete and accurate information helps us resolve disputes more quickly and fairly.

2.4 Keeping the Artwork and Packaging

Until a return, refund, or other resolution has been agreed, Buyers should, where reasonably possible:

keep the Artwork in the condition in which it was received;
retain all original packaging and protective materials;
avoid using, repairing, altering, cleaning, or disposing of the Artwork; and
make the Artwork available for inspection if reasonably requested.

Failure to do so may affect our ability to assess a claim fairly.

2.5 Delayed Inspection

We understand that unexpected circumstances can arise.

However, Buyers are responsible for making reasonable arrangements to receive and inspect deliveries within the Buyer Inspection Period.

Being away from home, on holiday, travelling, forgetting to open the parcel, or delaying inspection will not normally extend the 48-hour Buyer Inspection Period.

Art is Lit may consider exceptional circumstances at its sole discretion where supported by appropriate evidence.

2.6 Seller Payment

Unless:

a dispute has been opened;
a refund request has been submitted;
Art is Lit reasonably requires further investigation; or
applicable law requires otherwise,

Seller payments will normally be released once the Buyer Inspection Period has expired.

This helps ensure that honest Sellers are paid promptly while preserving Buyers’ opportunity to report genuine issues.

2.7 Abuse of the Inspection Period

The Buyer Inspection Period is intended to protect honest Buyers and honest Sellers.

Art is Lit reserves the right to investigate and take appropriate action where we reasonably believe that the inspection process has been misused, including where there is evidence of:

deliberately delaying a claim;
providing false or misleading information;
attempting to obtain an unfair refund;
damaging an Artwork after delivery;
submitting fraudulent evidence; or
otherwise abusing the Platform or this Policy.

Appropriate action may include rejecting a claim, suspending or restricting an Account, withholding payments where permitted, or taking any other action reasonably necessary to protect the integrity of the Platform.

2.8 Our Commitment

The Buyer Inspection Period is not intended to create unnecessary barriers or delay payments.

Its purpose is to provide Buyers with a fair opportunity to inspect their purchase while ensuring that Sellers receive payment within a reasonable timeframe for the work they have created and supplied.

When questions arise, we will carefully consider the available evidence, listen to everyone involved, and aim to reach a fair, balanced, and transparent outcome.

3. Order Cancellations

At Art is Lit, we understand that circumstances can change.

A Buyer may place an order by mistake, change their mind shortly afterwards, or need to cancel for another genuine reason. Equally, Sellers begin preparing, packaging, or dispatching Artwork as soon as possible to provide an efficient service.

Our cancellation process aims to balance these interests fairly by giving Buyers the opportunity to cancel where appropriate, while protecting Sellers from unnecessary loss once work to fulfil an order has begun.

3.1 Requesting a Cancellation

Buyers may request to cancel an order through the Art is Lit Platform before the Artwork has been dispatched.

Submitting a cancellation request does not automatically mean that the order has been cancelled. The request will be reviewed based on the status of the order and the circumstances at the time the request is received.

3.2 Orders Not Yet Dispatched

Where an order has not yet been dispatched, it will normally be cancelled and any eligible refund will be processed using the original payment method.

Where applicable, marketplace fees associated with the cancelled transaction will also be reversed.

3.3 Orders Already Dispatched

Once an order has been dispatched, it may no longer be possible to cancel the order.

In these circumstances, the Buyer may still have rights under:

this Returns & Refunds Policy;
the Art is Lit Terms & Conditions; and
applicable consumer protection laws.

Depending on the circumstances, the Buyer may need to wait until the Artwork has been delivered before requesting a return or refund.

3.4 Commissioned, Personalised and Custom Artwork

Artwork created to a Buyer’s individual specifications, including commissioned, personalised, or custom-made Artwork, cannot normally be cancelled once the Seller has started creating the Artwork.

This reflects the time, skill, materials, and creative effort invested by the Seller.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer protection laws.

3.5 Seller Cancellations

In exceptional circumstances, a Seller may need to cancel an order.

Examples may include:

the Artwork is no longer available;
the Artwork has been damaged before dispatch;
an unexpected event prevents fulfilment;
there is a genuine pricing or listing error; or
fulfilment has become impossible for reasons beyond the Seller’s reasonable control.

Where a Seller cancels an order, the Buyer will receive a full refund of all eligible amounts paid.

Art is Lit may review repeated Seller cancellations and take appropriate action where they indicate poor performance or misuse of the Platform.

3.6 Cancellation Abuse

Art is Lit reserves the right to investigate behaviour that appears to misuse the cancellation process.

Examples may include:

repeatedly placing orders with no intention of completing the purchase;
requesting frequent cancellations without reasonable justification;
attempting to delay payment to a Seller unfairly;
encouraging cancellations to avoid Platform fees; or
any other behaviour that undermines the fair operation of the marketplace.

Where we reasonably believe that the cancellation process has been abused, we may take appropriate action, including restricting Platform features, suspending an Account, withholding payments where permitted by law, or taking any other reasonable measures necessary to protect the Art is Lit community.

3.7 Exceptional Circumstances

Art is Lit recognises that unexpected situations can arise.

Where exceptional circumstances exist and are supported by credible evidence, we may exercise reasonable discretion to reach a fair outcome that is consistent with this Policy and applicable law.

3.8 Our Commitment

Our goal is to make cancellations straightforward, fair, and transparent.

We encourage Buyers and Sellers to communicate openly, act honestly, and notify us as soon as possible if a problem arises.

By working together in good faith, many issues can be resolved quickly, helping to protect the interests of everyone and allowing our creative community to continue to thrive.

4. Returns and Refund Eligibility

Art is Lit understands that, on occasion, a Buyer may receive an Artwork that does not meet their reasonable expectations or where an unexpected problem has occurred.

Our aim is always to reach a fair and reasonable outcome based on the individual circumstances of each case, the available evidence, and the rights and responsibilities of everyone involved.

Not every issue will result in a return or refund, and not every disagreement means that someone has acted incorrectly.

Where possible, we encourage Buyers and Sellers to communicate respectfully and work together to resolve concerns before they become formal disputes.

4.1 Returns May Be Accepted Where

Subject to this Policy and applicable consumer protection laws, a return or refund may be considered where:

the wrong Artwork was received;
the Artwork arrives damaged during delivery;
the Artwork is significantly different from the Seller’s description or photographs;
important information was omitted or materially inaccurate;
the Artwork is incomplete where accompanying items were included in the listing;
the Seller agrees to accept a return; or
Art is Lit determines that a return or refund is appropriate after reviewing the available evidence.

4.2 Returns May Not Be Accepted Where

A return or refund request may be refused where:

the Buyer simply changes their mind after dispatch, unless applicable law provides otherwise;
the Buyer knew about the issue before purchasing the Artwork;
the issue was clearly disclosed in the listing;
the Artwork has been altered, repaired, cleaned, or modified after delivery in a way that affects our ability to assess the claim;
the Buyer cannot provide reasonable evidence to support the claim where such evidence would normally be expected;
the claim is submitted outside the applicable time limits without exceptional circumstances; or
the request is otherwise inconsistent with this Policy or applicable law.

Nothing in this section limits any statutory rights that cannot legally be excluded.

4.3 Handmade Artwork

Buyers acknowledge that many items sold through Art is Lit are handmade, hand-finished, or individually created.

As a result, minor variations in:

colour;
texture;
brushstrokes;
glazing;
grain;
finish;
dimensions; or
other natural characteristics,

may occur and are often part of the Artwork’s originality and character.

Reasonable variations that do not materially affect the quality, authenticity, or description of the Artwork will not normally be considered a fault.

4.4 Vintage, Antique and One-of-a-Kind Artwork

Vintage, antique, reclaimed, restored, and one-of-a-kind Artwork may naturally show signs of age, use, restoration, or historical wear.

Where these characteristics have been accurately described or are reasonably visible from the listing photographs, they will not normally be considered defects.

4.5 Digital Artwork and Digital Downloads

Unless otherwise required by applicable law or expressly stated by the Seller, digital Artwork and digital downloads cannot normally be returned or refunded once access has been provided or the download has begun.

Where a digital file is defective, inaccessible, corrupted, or materially different from its description, Art is Lit will review the circumstances and determine an appropriate resolution.

4.6 Commissioned and Personalised Artwork

Commissioned, bespoke, and personalised Artwork is created specifically for an individual Buyer.

For this reason, such Artwork cannot normally be returned or refunded unless:

it arrives damaged;
it is materially different from the agreed specification;
it contains a significant manufacturing defect; or
the Buyer has rights under applicable consumer protection legislation.

4.7 Evidence-Based Decisions

Art is Lit considers every claim individually.

Our decisions are based on the available evidence rather than assumptions.

Evidence may include:

photographs;
videos;
courier tracking information;
delivery records;
communications through the Platform;
certificates of authenticity;
expert opinions where appropriate; and
any other relevant information.

No single piece of evidence automatically determines the outcome of a claim.

4.8 Exceptional Circumstances

We recognise that not every situation can be anticipated.

Where exceptional circumstances exist and are supported by credible evidence, Art is Lit may exercise reasonable discretion to reach a fair outcome that remains consistent with this Policy and applicable law.

4.9 Our Commitment

Every return or refund request is considered carefully, fairly, and respectfully.

Our goal is not simply to decide whether a refund should be granted, but to understand what happened, protect honest Buyers and Sellers, and reach a balanced outcome based on the facts.

By encouraging honesty, cooperation, and open communication, we aim to create a marketplace where creativity can flourish and every member of our community feels supported and treated fairly.

5. Return Process

At Art is Lit, we aim to make the return process as clear, fair, and straightforward as possible.

We encourage Buyers and Sellers to work together respectfully and in good faith to resolve concerns quickly. Where this is not possible, Art is Lit may assist by reviewing the available evidence and helping to reach a fair outcome.

Following the return process helps protect everyone involved and ensures that returns are handled consistently and transparently.

5.1 Before Returning an Artwork

Buyers must not return an Artwork without following the return process set out in this Policy or receiving appropriate instructions where required.

Where a return is requested, Buyers should first:

notify Art is Lit within the applicable time period;
explain the reason for the return;
provide any requested evidence;
wait for return instructions where appropriate; and
take reasonable care of the Artwork while the matter is being reviewed.

Unauthorised returns may delay or affect the outcome of a claim.

5.2 Preparing the Artwork for Return

Where a return has been approved, Buyers should, where reasonably possible:

return the Artwork in the condition in which it was received;
use the original packaging and protective materials where available;
package the Artwork carefully to reduce the risk of damage during transit;
include any accessories, certificates of authenticity, or accompanying items supplied with the Artwork; and
follow any reasonable return instructions provided.

Failure to package an Artwork appropriately may affect the outcome of a claim where additional damage occurs during the return journey.

5.3 Returning the Artwork

Unless otherwise agreed or required by applicable law:

the Artwork should be returned using a reliable delivery service;
proof of postage should be retained;
tracking should be used where available;
appropriate insurance should be considered for valuable Artwork; and
Buyers should keep copies of any shipping receipts until the matter has been fully resolved.

5.4 Inspection Following Return

Once the Artwork has been returned, the Seller will normally have a reasonable opportunity to inspect it.

Where necessary, Art is Lit may also review the available evidence before determining whether a refund, replacement, repair, partial refund, or another appropriate resolution should be provided.

5.5 Condition of Returned Artwork

Returned Artwork should not normally show signs of:

unnecessary use;
avoidable damage;
alterations;
repairs;
cleaning that changes the condition of the Artwork; or
missing components that were originally supplied.

Reasonable handling necessary to inspect the Artwork will not normally affect a Buyer’s rights.

5.6 Return Shipping Costs

Responsibility for return shipping costs will depend on the reason for the return, the Seller’s stated policies, and applicable consumer protection laws.

Where the Seller is responsible for the issue giving rise to the return, the Seller will normally be responsible for the reasonable cost of return shipping.

Where a Buyer returns an item for reasons that do not arise from the Seller’s actions, the Buyer may be responsible for return shipping costs unless applicable law provides otherwise.

5.7 Lost or Damaged Returns

If an Artwork is lost or damaged while being returned, Art is Lit may consider:

the shipping method used;
available tracking information;
proof of postage;
insurance arrangements;
communications between the Buyer and Seller; and
any other relevant evidence.

We encourage Buyers to use tracked and appropriately insured delivery services, particularly for valuable or one-of-a-kind Artwork.

5.8 Failure to Cooperate

Where a Buyer or Seller unreasonably refuses to cooperate with the return process, fails to provide requested information, or deliberately delays the resolution of a claim, Art is Lit may make a decision based on the evidence available at the time.

5.9 Exceptional Circumstances

We understand that every situation is unique.

Where exceptional circumstances exist and are supported by credible evidence, Art is Lit may exercise reasonable discretion to achieve a fair outcome that is consistent with this Policy and applicable law.

5.10 Our Commitment

Returning an Artwork should never become more stressful than necessary.

Our aim is to make the process clear, respectful, and fair for everyone involved.

By encouraging honest communication, careful handling of Artwork, and cooperation throughout the return process, we strive to resolve concerns efficiently while protecting the interests of Buyers, Sellers, and the wider Art is Lit community.

6. Refunds

At Art is Lit, we understand that every refund request represents a unique situation.

Our aim is to resolve genuine issues fairly, consistently, and as quickly as reasonably possible while protecting the interests of Buyers, Sellers, and the wider Art is Lit community.

Refund decisions are based on the individual circumstances of each case, the available evidence, this Policy, our Terms & Conditions, the Seller Agreement where applicable, and relevant consumer protection laws.

6.1 Types of Refunds

Depending on the circumstances, Art is Lit may determine that one of the following outcomes is appropriate:

a full refund;
a partial refund;
a replacement where agreed by the Buyer and Seller;
a repair where appropriate;
another mutually agreed resolution; or
no refund where the evidence does not support the claim.

Every decision is made individually. No particular outcome is guaranteed simply because a refund has been requested.

6.2 Full Refunds

A full refund may be appropriate where, for example:

the wrong Artwork was supplied;
the Artwork was significantly damaged before it reached the Buyer;
the Artwork is materially different from its description;
the Seller is unable to fulfil the order;
the return has been approved under this Policy; or
applicable consumer protection laws require a full refund.

6.3 Partial Refunds

A partial refund may be considered where it provides a fair and practical solution.

Examples may include:

minor damage that does not substantially affect the Artwork;
a missing accessory or accompanying item;
a pricing adjustment agreed between the Buyer and Seller; or
another situation where a partial refund is considered more appropriate than returning the Artwork.

Acceptance of a partial refund is voluntary unless otherwise required by applicable law.

6.4 When Refunds May Be Refused

A refund request may be refused where, for example:

the evidence does not support the claim;
the Buyer has not complied with this Policy without reasonable justification;
the issue was clearly disclosed before purchase;
the Artwork has been intentionally damaged, altered, repaired, or modified after delivery in a way that affects the assessment of the claim;
the request is fraudulent or misleading; or
the claim is otherwise inconsistent with this Policy or applicable law.

6.5 Refund Method

Unless otherwise required by law, approved refunds will normally be issued using the original payment method used to complete the purchase.

Where this is not reasonably possible, Art is Lit may agree an alternative method that is appropriate and lawful.

6.6 Refund Timeframes

Once a refund has been approved, Art is Lit or the relevant payment provider will process it as soon as reasonably possible.

The time taken for the refunded amount to appear in the Buyer’s account may vary depending on:

the payment provider;
the payment method used;
banking processes; and
any necessary verification procedures.

6.7 Fraud Prevention

To protect our community, Art is Lit may delay, refuse, or reverse a refund where we reasonably believe there is evidence of:

fraudulent activity;
false or misleading information;
manipulated or fabricated evidence;
abuse of the Platform;
chargeback abuse; or
any other activity intended to obtain an unfair financial advantage.

Where appropriate, we may request additional information before reaching a decision.

6.8 Exceptional Circumstances

Not every situation can be anticipated.

Where exceptional circumstances exist and are supported by credible evidence, Art is Lit may exercise reasonable discretion to reach a fair outcome that is consistent with this Policy, our other Platform policies, and applicable law.

6.9 Our Commitment

Refunds are not intended to favour Buyers over Sellers, or Sellers over Buyers.

They are intended to provide a fair solution when genuine problems occur.

We will carefully consider the available evidence, listen to everyone involved, and make decisions that are honest, balanced, transparent, and respectful.

Our goal is not simply to process refunds, but to maintain the trust that allows artists, Buyers, and our creative community to thrive together.

7. Disputes and Resolution

At Art is Lit, we recognise that most transactions are completed successfully and without the need for our involvement.

Occasionally, however, genuine disagreements may arise between Buyers and Sellers.

When this happens, our role is not to take sides, but to help achieve a fair, reasonable, and evidence-based resolution that respects the rights and responsibilities of everyone involved.

We encourage Buyers and Sellers to communicate respectfully and work together in good faith to resolve concerns whenever possible.

7.1 Raising a Dispute

Where a Buyer or Seller is unable to resolve an issue directly, a dispute may be raised through the Art is Lit Platform within the applicable timeframes set out in this Policy.

The person raising the dispute should provide:

a clear description of the issue;
relevant photographs or videos where appropriate;
copies of any supporting documents;
details of any communication already exchanged; and
any other information that may assist our review.

Providing accurate and complete information helps us investigate disputes fairly and efficiently.

7.2 Our Investigation

Each dispute is reviewed individually.

Art is Lit may consider:

the listing description;
product photographs;
order details;
courier tracking information;
delivery confirmation;
messages exchanged through the Platform;
photographs and videos;
certificates of authenticity where applicable;
expert opinions where appropriate;
previous communications; and
any other relevant evidence.

We may request additional information from either party before reaching a decision.

7.3 Fair and Independent Decisions

Art is Lit does not automatically favour either Buyers or Sellers.

Our decisions are based on:

the available evidence;
this Policy;
our Terms & Conditions;
the Seller Agreement where applicable;
applicable consumer protection laws; and
the individual circumstances of each case.

No single piece of evidence automatically determines the outcome.

Every dispute is assessed on its own merits.

7.4 Cooperation

Buyers and Sellers are expected to cooperate throughout the investigation.

This includes:

responding within a reasonable time;
providing truthful information;
preserving relevant evidence;
following reasonable instructions; and
treating one another respectfully.

Failure to cooperate may result in Art is Lit making a decision based on the information available at the time.

7.5 Fraudulent or Dishonest Behaviour

Art is Lit takes fraud and dishonest behaviour seriously.

Where we reasonably believe that a Buyer or Seller has attempted to mislead, deceive, or abuse the Platform, we may take appropriate action.

Examples include:

providing false information;
submitting manipulated photographs or videos;
returning a different Artwork;
falsely claiming an item was not received;
deliberately damaging Artwork;
misrepresenting an Artwork;
abusing the refund process;
chargeback abuse;
creating multiple Accounts to avoid restrictions; or
any other dishonest conduct intended to obtain an unfair advantage.

Depending on the circumstances, we may reject a claim, suspend or terminate an Account, withhold payments where permitted by law, or take any other reasonable action necessary to protect the Art is Lit community.

7.6 Exceptional Circumstances

We recognise that every situation is different.

7.7 Our Commitment

We understand that disputes can be frustrating for everyone involved.

Our commitment is to listen carefully, consider the evidence objectively, communicate openly, and treat every Buyer and Seller with fairness and respect.

Our goal is not simply to close disputes.

Our goal is to resolve them in a way that protects trust, supports honest members of our community, and allows creativity to continue to flourish.

Because at Art is Lit, we believe that the strongest communities are built not by avoiding problems, but by resolving them with integrity, transparency, and kindness.

8. Return Shipping Costs

At Art is Lit, we believe that responsibility for return shipping should be fair, reasonable, and based on the circumstances of each case.

Our aim is not simply to decide who pays for return shipping, but to ensure that costs are allocated fairly while protecting the interests of both Buyers and Sellers.

8.1 Where the Seller Is Normally Responsible

The Seller will normally be responsible for the reasonable cost of return shipping where:

the wrong Artwork was sent;
the Artwork arrives damaged due to inadequate packaging;
the Artwork is materially different from its description or photographs;
the Seller has made an error that requires the Artwork to be returned; or
applicable consumer protection laws require the Seller to bear the return costs.

8.2 Where the Buyer May Be Responsible

The Buyer may be responsible for the reasonable cost of return shipping where:

the return is requested for reasons that are not the Seller’s responsibility;
the Buyer changes their mind after dispatch where applicable law permits this;
the Artwork is returned without a valid reason under this Policy; or
the Buyer has agreed to pay the return shipping costs in accordance with applicable law.

Nothing in this section limits any statutory rights that cannot legally be excluded.

8.3 Packaging for Return

The Buyer should take reasonable care when packaging Artwork for return.

Where reasonably possible, Buyers should:

use the original packaging;
use suitable protective materials;
package the Artwork securely;
include all accessories, certificates of authenticity, and accompanying items; and
follow any reasonable return instructions provided.

Failure to package an Artwork appropriately may affect responsibility where additional damage occurs during the return journey.

8.4 High-Value and Fragile Artwork

Many items sold through Art is Lit are unique, fragile, or of significant financial or sentimental value.

For higher-value Artwork, Buyers and Sellers are encouraged to use:

tracked delivery services;
appropriate insurance;
signature on delivery where available; and
reputable couriers experienced in transporting valuable or fragile items.

Taking these precautions helps protect everyone involved should an issue arise during transit.

8.5 Lost or Damaged Returns

If an Artwork is lost or damaged while being returned, Art is Lit may consider:

proof of postage;
courier tracking information;
insurance arrangements;
packaging used;
communications between the Buyer and Seller; and
any other relevant evidence.

Responsibility will be determined based on the individual circumstances, the available evidence, and applicable law.

8.6 International Returns

Where Artwork is returned across international borders, Buyers and Sellers should be aware that additional costs may arise, including:

customs duties;
import or export charges;
taxes;
brokerage fees; or
other charges imposed by customs or regulatory authorities.

Unless otherwise required by applicable law or agreed between the parties, responsibility for these additional costs will depend on the reason for the return and the circumstances of the individual case.

8.7 Exceptional Circumstances

Not every return follows the same circumstances.

Where exceptional situations arise and are supported by credible evidence, Art is Lit may exercise reasonable discretion to determine a fair allocation of return shipping costs in accordance with this Policy and applicable law.

8.8 Our Commitment

We recognise that return shipping costs can sometimes become a source of frustration.

Our goal is to allocate those costs fairly, encourage open communication, and avoid unnecessary disputes wherever possible.

By acting honestly, packaging Artwork carefully, and working together respectfully, Buyers, Sellers, and Art is Lit can help ensure that returns are handled efficiently, fairly, and with the care that every piece of artwork deserves.

9. Artwork Damaged, Lost or Missing During Delivery

At Art is Lit, we understand how disappointing it can be when an Artwork does not arrive in the condition expected or fails to arrive at all.

Every piece of Artwork represents an artist’s creativity and a Buyer’s excitement, so we take delivery issues seriously.

Our aim is to investigate these situations carefully, fairly, and efficiently while protecting the interests of Buyers, Sellers, and the wider Art is Lit community.

9.1 If Your Artwork Arrives Damaged

If your Artwork arrives damaged, you should notify Art is Lit through the Platform as soon as reasonably possible and, where possible, within the 48-hour Buyer Inspection Period.

To help us investigate, Buyers should, where reasonably possible:

take clear photographs of the damaged Artwork;
photograph the outer packaging and any internal protective packaging;
retain the Artwork and all packaging materials until the claim has been resolved;
avoid repairing, cleaning, or altering the Artwork before the investigation is complete; and
provide any additional information reasonably requested.

Prompt reporting helps preserve evidence and allows us to investigate fairly.

9.2 If Your Artwork Is Lost in Transit

If tracking indicates that an Artwork has not been delivered, or a parcel appears to have been lost during transit, Art is Lit may work with the Buyer, Seller, and the delivery provider to investigate the matter.

This investigation may include reviewing:

courier tracking records;
delivery scans;
proof of dispatch;
delivery addresses;
communications between the parties; and
any other relevant evidence.

A refund or other resolution will normally only be considered once the investigation has been completed.

9.3 Missing Items

If an order arrives with items missing, the Buyer should notify Art is Lit promptly and provide details of the missing item(s).

Where reasonably possible, Buyers should include photographs of:

the Artwork received;
the packaging;
the shipping label; and
any other relevant evidence.

Art is Lit will review the information and determine the most appropriate resolution.

9.4 Delivery Confirmation

Where a delivery provider records an order as delivered, this does not automatically determine the outcome of a claim.

Art is Lit may consider all available evidence, including:

tracking information;
delivery photographs;
proof of delivery;
GPS or delivery confirmation where available;
communications between the parties; and
any additional evidence provided during the investigation.

Every claim is assessed on its own individual circumstances.

9.5 Packaging Responsibilities

Sellers are expected to package Artwork carefully using materials that are appropriate for the type, size, weight, and fragility of the Artwork.

Appropriate packaging helps reduce the risk of damage during transit and protects both the Buyer and the Seller.

Where inadequate packaging has contributed to damage during delivery, this may be taken into account when determining responsibility.

9.6 Fraud Prevention

To protect our community, Art is Lit may investigate claims where there is evidence or a reasonable suspicion of:

false damage claims;
manipulated photographs or videos;
deliberately damaged Artwork;
empty-box claims;
substituted Artwork;
false non-delivery claims;
repeated suspicious claims; or
any other attempt to obtain an unfair advantage.

Where appropriate, we may request additional evidence or information before reaching a decision.

9.7 Exceptional Circumstances

We recognise that not every delivery issue follows the same pattern.

9.8 Our Commitment

We know that waiting for an Artwork to arrive is an exciting part of every purchase, and we understand how upsetting delivery problems can be.

Our commitment is to investigate every report carefully, consider the available evidence objectively, and work towards a fair and practical resolution for everyone involved.

By encouraging prompt reporting, careful packaging, honest communication, and cooperation throughout the investigation, we aim to protect the trust that connects artists, Buyers, and our creative community.

10. Payment Disputes and Chargebacks

At Art is Lit, we understand that payment disputes can arise for a variety of reasons.

Sometimes they result from genuine misunderstandings, while in other cases they may involve unauthorised transactions, fraud, or disagreements about an order.

Our aim is to work fairly with Buyers, Sellers, and payment providers to investigate payment disputes carefully and reach an appropriate resolution based on the available evidence.

10.1 Contact Us First

Where possible, we encourage Buyers to contact Art is Lit before initiating a chargeback or payment dispute with their payment provider.

Many issues can be resolved more quickly through direct communication, helping to avoid unnecessary delays and additional costs for everyone involved.

Contacting us first does not affect any legal rights you may have to contact your payment provider.

10.2 Our Investigation

If a payment dispute or chargeback is initiated, Art is Lit may investigate the matter by reviewing:

order information;
payment records;
delivery confirmation;
courier tracking information;
communications exchanged through the Platform;
photographs or other supporting evidence;
refund history;
previous dispute history where relevant; and
any other information reasonably required.

We may request additional information from the Buyer or Seller before reaching a decision or responding to the payment provider.

10.3 Temporary Action During an Investigation

While a payment dispute or chargeback is being investigated, Art is Lit may, where permitted by law and reasonably necessary:

temporarily delay Seller payouts;
place funds on hold;
pause the processing of refunds;
restrict certain Account features; or
take other reasonable steps to protect the interests of Buyers, Sellers, and the Platform.

These measures are precautionary and do not indicate that either party has acted incorrectly.

10.4 Fraudulent or Abusive Chargebacks

Chargebacks are an important consumer protection mechanism and should only be used where genuinely appropriate.

Art is Lit may investigate where there is evidence that a payment dispute has been raised dishonestly or in bad faith.

Examples may include:

falsely claiming that an authorised payment was unauthorised;
claiming that an Artwork was not received despite credible evidence of delivery;
requesting a refund through Art is Lit and then pursuing a duplicate refund through a payment provider;
providing false or misleading information; or
repeatedly misusing the chargeback process.

Where we reasonably believe that the payment dispute process has been abused, we may take appropriate action in accordance with our Terms & Conditions and applicable law.

10.5 Cooperation with Payment Providers

Art is Lit may cooperate with payment providers, banks, card issuers, or other financial institutions where reasonably necessary to investigate payment disputes, comply with legal obligations, or protect the integrity of the Platform.

Only information reasonably necessary for these purposes will be shared.

10.6 Exceptional Circumstances

Every payment dispute is different.

10.7 Our Commitment

We recognise that payment disputes can be stressful for everyone involved.

Our role is to remain fair, impartial, and transparent throughout the process.

We will carefully review the available evidence, cooperate with payment providers where appropriate, and seek to resolve payment disputes in a way that protects honest Buyers, honest Sellers, and the integrity of the Art is Lit marketplace.

We believe that trust is built not only by processing payments securely, but by handling disagreements with fairness, professionalism, and respect.

11. Buyer and Seller Responsibilities

Art is Lit is built on trust, respect, and shared responsibility.

Every successful transaction depends on Buyers, Sellers, and Art is Lit working together honestly and in good faith.

While we are here to support our community and help resolve issues fairly, every member also has a responsibility to contribute to a safe, respectful, and trustworthy marketplace.

11.1 Buyer Responsibilities

Buyers are expected to:

read the listing carefully before making a purchase;
review all photographs and descriptions provided by the Seller;
ask questions before purchasing if anything is unclear;
provide accurate delivery information;
inspect their Artwork within the 48-hour Buyer Inspection Period;
report any genuine issues promptly;
retain packaging where reasonably possible until the matter has been resolved;
provide truthful and accurate information when making a claim; and
treat Sellers and other members of the community with courtesy and respect.

11.2 Seller Responsibilities

Sellers are expected to:

describe Artwork accurately and honestly;
use clear and representative photographs;
disclose any known defects, damage, repairs, or significant imperfections;
package Artwork appropriately for safe transportation;
dispatch orders within the stated handling time;
communicate promptly with Buyers where reasonably possible;
cooperate during any investigation;
provide truthful information and supporting evidence when requested; and
comply with the Seller Agreement, this Policy, and all applicable laws.

11.3 Shared Responsibilities

Both Buyers and Sellers are expected to:

act honestly and in good faith;
communicate respectfully;
cooperate during investigations;
preserve relevant evidence;
avoid abusive, threatening, or discriminatory behaviour;
respect each other’s time and efforts; and
help resolve issues constructively whenever possible.

11.4 Misuse of the Platform

To protect our community, Art is Lit may take appropriate action where we reasonably believe that a Buyer or Seller has:

provided false or misleading information;
attempted to deceive another User;
misused the returns, refunds, or dispute process;
submitted fraudulent evidence;
abused payment or chargeback procedures;
repeatedly breached this Policy or our Terms & Conditions; or
otherwise acted in a way that undermines the integrity of the Platform.

Depending on the circumstances, appropriate action may include warnings, temporary restrictions, suspension of an Account, termination of an Account, withholding payments where permitted by law, or any other reasonable action necessary to protect the Platform and its Users.

11.5 Our Commitment

Art is Lit believes that the strongest marketplaces are built on mutual respect and shared responsibility.

By acting honestly, communicating openly, and supporting one another, Buyers, Sellers, and Art is Lit help create a marketplace where creativity is celebrated, disputes are reduced, and trust continues to grow.

Together, we can build a community where artists feel valued, Buyers shop with confidence, and every member is treated fairly and with respect.

12. Protecting Our Marketplace

Art is Lit is committed to creating a marketplace where artists, Buyers, and Sellers can buy, sell, and connect with confidence.

The vast majority of our community acts honestly, respectfully, and in good faith.

This section explains how we help protect our marketplace from fraud, abuse, and other behaviour that may undermine the trust and safety of our community.

12.1 Our Commitment to Fairness

Every report, complaint, or concern is reviewed on its own individual circumstances.

Art is Lit does not assume that either the Buyer or the Seller is at fault simply because a concern has been raised.

Our decisions are based on:

the available evidence;
the information provided by all parties;
this Policy;
our Terms & Conditions;
the Seller Agreement where applicable; and
applicable laws and regulations.

Our aim is always to reach a fair, balanced, and proportionate outcome.

12.2 Examples of Marketplace Abuse

Examples of behaviour that may result in an investigation include, but are not limited to:

knowingly providing false or misleading information;
submitting manipulated photographs, videos, or documents;
falsely claiming that an Artwork was damaged, lost, or not received;
returning a different Artwork from the one purchased;
deliberately damaging Artwork before making a claim;
creating multiple Accounts to avoid restrictions or enforcement action;
attempting to avoid Platform fees or commissions;
abusing the returns, refunds, or chargeback process;
selling counterfeit, stolen, or unauthorised Artwork;
infringing another person’s intellectual property rights; or
engaging in any activity intended to obtain an unfair advantage or cause loss to another User.

12.3 Our Investigation

Where concerns arise, Art is Lit may request additional information from the Buyer, Seller, courier, payment provider, or other relevant parties.

This may include:

photographs or videos;
proof of dispatch or delivery;
communication records;
payment information;
certificates of authenticity;
expert opinions where appropriate; and
any other evidence reasonably required to understand the circumstances.

Failure to provide requested information without reasonable explanation may affect our ability to assess the matter fairly.

12.4 Action We May Take

Where we reasonably believe that a User has breached this Policy or acted dishonestly, Art is Lit may take one or more appropriate actions, including:

issuing guidance or a warning;
requesting additional verification;
rejecting a claim;
removing listings;
cancelling transactions where appropriate;
temporarily restricting Account features;
delaying or withholding payments where permitted by law;
suspending or terminating an Account;
reporting unlawful activity to the appropriate authorities where required; or
taking any other reasonable action necessary to protect the Platform, our Users, and the wider community.

The action taken will depend on the nature, seriousness, and circumstances of the matter.

12.5 Honest Mistakes

We recognise that not every problem results from dishonest behaviour.

Mistakes, misunderstandings, courier delays, technical issues, or genuine human error can occur.

Where appropriate, we encourage Buyers and Sellers to communicate openly and work together to resolve issues before they develop into formal disputes.

Our aim is to support fair outcomes—not to penalise honest mistakes.

12.6 Exceptional Circumstances

No policy can anticipate every possible situation.

12.7 Our Commitment

Protecting our marketplace is about more than preventing fraud.

It is about protecting trust.

Every honest Buyer deserves to purchase with confidence.

Every honest Seller deserves to be treated fairly and paid for their creativity.

Every member of our community deserves to know that concerns will be taken seriously, investigated fairly, and resolved with integrity.

By working together with honesty, respect, and kindness, we can continue building a marketplace where creativity is celebrated, independent artists are supported, and trust remains at the heart of everything we do.

13. Limitations and Legal Rights

Art is Lit is committed to providing a fair, transparent, and trusted marketplace for Buyers and Sellers.

While we work hard to help resolve issues and support our community, there are circumstances where our ability to intervene or provide a particular outcome may be limited.

This section explains those limitations while confirming that nothing in this Policy affects any rights that cannot legally be excluded under applicable law.

13.1 Marketplace Role

Art is Lit provides the Platform through which independent Buyers and Sellers can buy and sell Artwork.

Unless expressly stated otherwise, Art is Lit is not the manufacturer, creator, owner, or supplier of the Artwork offered for sale by independent Sellers.

Each Seller remains responsible for:

the accuracy of their listings;
the quality and authenticity of their Artwork;
complying with applicable laws;
fulfilling customer orders; and
meeting their obligations under the Seller Agreement.

13.2 Decisions Under This Policy

Art is Lit will make decisions under this Policy fairly, reasonably, and in good faith based on:

the available evidence;
information provided by the parties involved;
this Policy;
our Terms & Conditions;
the Seller Agreement where applicable; and
applicable laws and regulations.

Our decisions are intended to resolve marketplace issues efficiently, but they do not prevent either party from exercising any legal rights available to them.

13.3 Events Beyond Reasonable Control

Art is Lit will not normally be responsible for delays or failures to perform obligations under this Policy where they result from events beyond our reasonable control.

Examples may include:

natural disasters;
severe weather;
strikes or industrial action;
war or civil unrest;
pandemics or public health emergencies;
failures of telecommunications or internet services;
cyberattacks or widespread technology failures;
government action;
customs delays; or
other events outside our reasonable control.

We will make reasonable efforts to minimise disruption wherever possible.

13.4 Consumer Rights

Nothing in this Policy excludes, limits, or restricts any statutory rights or remedies that cannot lawfully be excluded under the laws that apply to your purchase.

Where this Policy provides greater protection than required by law, Art is Lit may choose to apply those additional protections.

13.5 Changes to This Policy

Art is Lit may update this Returns & Refunds Policy from time to time to reflect:

changes in applicable law;
improvements to our services;
new marketplace features;
operational requirements;
industry best practice; or
feedback from our community.

The latest version will always be published on the Platform and will include the date it was last updated.

Where changes materially affect your rights or obligations, we will take reasonable steps to notify Users where required by applicable law.

13.6 Exceptional Circumstances

No policy can anticipate every situation.

13.7 Our Commitment

Policies help provide consistency, but they cannot replace fairness, understanding, or good judgement.

Every situation is different, and we are committed to considering each matter carefully, respectfully, and objectively.

Our goal is not simply to apply rules, but to apply them fairly while protecting the trust that Buyers, Sellers, and artists place in Art is Lit.

We believe that a successful marketplace is one where people understand their rights, respect their responsibilities, and know they will be treated honestly, fairly, and with kindness.

14. Contact Us

At Art is Lit, we believe that good communication helps prevent misunderstandings and resolve concerns more quickly.

If you have any questions about this Returns & Refunds Policy, need help with an order, or would like to discuss a return, refund, or dispute, we’re here to help.

Our team is committed to treating every enquiry with professionalism, fairness, and respect, and we will do our best to provide clear guidance throughout the process.

14.1 Customer Support

For general enquiries relating to:

orders;
returns;
refunds;
Buyer Protection;
disputes;
your Account; or
using the Art is Lit Platform,

please contact our Customer Support Team.

Email: support@artislit.com

14.2 Legal and Administrative Enquiries

For legal notices, policy enquiries, data protection matters, or other administrative issues, please contact:

Legal & Administrative Team

Email: ail.admin@artislit.com

14.3 Before Contacting Us

To help us investigate your enquiry as quickly as possible, please include where applicable:

your order number;
the name of the Artwork;
the Seller’s name;
a clear description of the issue;
photographs or other supporting evidence where appropriate; and
details of any steps already taken to resolve the matter.

Providing complete information helps us review your enquiry more efficiently and avoid unnecessary delays.

14.4 Response Times

We aim to acknowledge enquiries as soon as reasonably possible.

Response times may vary depending on:

the complexity of the matter;
the information available;
whether additional evidence is required; and
the number of enquiries we are managing.

Where an investigation takes longer than expected, we will endeavour to keep you informed of our progress.

14.5 Working Together

Most concerns can be resolved through open communication and cooperation.

We encourage Buyers and Sellers to remain courteous, patient, and respectful throughout the process.

By working together in good faith, many issues can be resolved more quickly and with better outcomes for everyone involved.

Our Fairness Promise

At Art is Lit, we believe that every artwork tells a story, every artist deserves respect, and every Buyer deserves confidence in what they purchase.

This Returns & Refunds Policy has not been written simply to explain rules.

It has been written to help create a marketplace where honesty is valued, fairness guides every decision, and everyone is treated with dignity and respect.

When something goes wrong, our goal is not to look for someone to blame.

Our goal is to understand what happened, listen carefully, consider the available evidence, and work towards a fair and reasonable outcome for everyone involved.

We know that behind every order is more than a transaction.

There is an artist who has invested their creativity, time, and passion.

There is a Buyer who has placed their trust in both the artist and our marketplace.

That trust is something we will always strive to protect.

By acting with honesty, kindness, and respect, we can build more than a marketplace.

We can build a creative community where artists feel supported, Buyers shop with confidence, and everyone feels welcome.

Thank you for being part of Art is Lit. Together, we’re building a marketplace where creativity, trust, and human connection come first.