ARTHUB RETURNS AND REFUNDS POLICY

We are committed in ensuring both customer and vendor satisfaction, and as such have made provision for unsatisfied customers to initiate a return and refund of items. To facilitate a seamless return/refund process, this policy is outlined in form of FAQs to guide our users.

Please note that while we are committed to ensuring fairness, in the case of third-party transactions (vendor to customer), ArtHub shall only act as mediator between customer and vendor for returns and refunds.

We shall take full responsibility only for products offered directly from the ArtHub store.

For further information, please check out our full usage policy here.

 

RETURNS

What can I return?

You can initiate a return within 24 hours after delivery if:

  • You receive a wrong, damaged, defective or if the seller has intentionally posted a misleading ad.

When returning an item, ensure all seals, tags and accessories are left intact and item is in its original packaging.

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How do I return an item?

Method 1:


  • Create a Ticket via the ‘Support Ticket’ Tab in ‘My Profile’
  • Ensure that sufficient details are provided regarding the return you wish to initiate. i.e. Order Number, Reason for initiating return.

Method 2:

  • Contact our Customer Service directly.

Once I initiate a return, what happens next?

After you have initiated a return, our Customer Service Team will get in touch for more details, if need be. You would then be asked to post the defective item to us or the vendor (in case of third-party transactions) to validate your claim. If the item is deemed to be in good condition as advertised, you will be informed and the item re-posted to you. If your claim is validated, you will be contacted to provide your preferred account details to receive the refund. You will be duly informed of the progress of your claim via e-mail and telephone contact.

When can I return an item?

You can only initiate the return of an item within 24 hours of receiving it.

Once the item I return has been received, how long will it take to be refunded?

ArtHub Customer Service stays in touch with the vendor to whom you have posted your item to. When the vendor has confirmed receipt of the return, the item is thoroughly examined to validate your claim, which may take 2 business days. After Validation, a refund is initiated and this may take up to 5 business days to reflect in your account. In total 7 business days. Please note that business days are working days (Mondays to Fridays between 9am and 5pm except Public Holidays approved by the Nigerian Government).

ArtHub notified me that they have done a bank transfer but I have not received the money, what should I do?

It may take 2-5 business days for the money to reflect in your account. Please contact us if it you still haven’t received your refund after this time. Please note that business days are working days (Mondays to Fridays between 9am and 5pm except Public Holidays approved by the Nigerian Government).

How do I track my return status?

We will keep you updated by email and/or SMS about the status of your return. If you have any question please do not hesitate to contact us here.

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return your choice of selected items.

Do I have to return any associated gift/coupon when I return a product?

Yes, any free gift or coupon must also be returned.

Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back on retun.

Can I Replace or Exchange an item rather than a refund?

At the moment, ArtHub does not offer replacement or exchange of an item; however, you can still return an item and receive a full refund.

Why was my item redelivered to me instead of a refund?

Returned items will be redelivered to you if we cannot verify your reason for returning it. For example, a product will be thoroughly examined based on the complaint presented by the customer and if the claims are right, a refund will be processed, but if the product is deemed viable, the item will be redelivered to you.

REFUNDS

If my refund gets validated, how will I get reimbursed?

After the return examination has been completed and your refund claim is validated, we will send you an email or SMS notification. We may request for the account details with which you wish to receive the refund.



If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the re-delivery of the item.

I have bought an item on promotion or with an ArtHub coupon. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value.

How long after validation would it take to get my refund?

After Validation, the refund is initiated and this may take up to 5 business days to reflect in your account.

Do I also get refunded the shipping charge when returning a product?

Yes, the refunded amount will also include the shipping amount you were charged.