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.
.
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.
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