exchanging products: artxplo does not take it upon itself to switch products, so switching products on our platform is not available because hand-made products and often only one or a few pieces of the product may be available.
But a exchanging of the product can occur if it corresponds to the reasons for the return of the product mentioned below, if it is provided with an alternative that matches the required specifications.
Thus, the issue of exchange a lot of products is perhaps a store in private.
When a buyer is looking to return an item, a refund, or notify the seller of a problem with their order on Artxplo, the first thing they should do is contact the seller directly by contacting them through their file within Artxplo and informing the seller of the problem. It is important for sellers to fill out their store policies to process returns and refunds, and for buyers to read and understand those policies before ordering.
Sellers are expected to respond regularly to messages, including assistance with order messages, from buyers. If the buyer contacts the seller via the contact information in their account, and is not heard again within 48 hours, or if the seller is unable to resolve the issue within 48 hours, buyers can open what is known as the “status”. With the Artxplo case system, the buyer alerts Artxplo that there is a problem with their order that they have not been able to resolve with the seller within 48 hours, and Artxplo will help resolve the issue between the buyer and the seller. This may include, but is not limited to, automatically closing the case and issuing a refund, or further reviewing the case to help both parties work together to resolve the issue.
In order to open a case with Artxplo, the application must meet the following criteria:
1.The order is within the eligible time frame to open a case, based on the order’s estimated delivery date (if applicable) or the processing time and the “send by” date. This help article explains case time eligibility.
2.The buyer informed the seller of the order issue by choosing to help order within the procurement and reviews department, and give the seller 48 hours to resolve the issue.
3.The buyer wants to open an issue because the item never arrived, arrived after the estimated delivery date window, arrived damaged, or did not match the list description, as shown below.
In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller's return policy. However, we believe that you should always get the item you ordered, or get your money back, so when these expectations are not met, Artxplo will intervene to support you. Buyers will receive a full refund for purchases that never arrive, arrive after the estimated delivery date window, arrives damaged, or do not match the list description.
If the order does not meet the expectations in our program, the buyer is entitled to a full refund, including all delivery and mail costs:
A. Prof Items are delivered on time. It must be sent within the Seller’s declared processing times, and delivered to the address provided by the Buyer at the time of purchase on Artxplo. Updates to processing times or delivery address through messages or other unofficial channels will not be eligible. Please note that if an item has been sent and has a tracking number, you may be able to open a delivery company claim by directly contacting the delivery company. Items that arrive late due to forces beyond the seller’s reasonable control, such as a carrier strike, natural disasters, war, civil unrest or a similar force majeure event, as determined by Artexploo in its sole discretion, are not eligible for the Artexplo Purchase Protection Program.
B. Undamaged items arrive, and are packaged to carry handling during transport.
C. The items match the list description. Items received should not differ significantly from the description of the list or images. We may ask the buyer to provide us with documentation to prove that the item is significantly different. Here are some examples of eligible scenarios:
1.The item received is a different color, model, version, or size.
2.The element has a different design or material.
3.The seller failed to detect that an item was damaged or missing parts.
4.The buyer received the incorrect quantity of items (e.g., the buyer bought three items but received only two items).
5.The item was declared original but not original.
6.The state of the item is distorted (e.g., an item is described as new but used).
7.The item was sent from a different location from what was advertised.
Some exceptions apply, subject to review by the Artxplo Status System. Eligible buyers must have an account registered on Artxplo in good position (this means not violating any of the Artxplo policies). Misuse of this software can result in the exclusion of the program at the discretion of Artxplo.
The Purchase Protection Program for Artxplo Sellers helps eligible vendors resolve qualified cases of non-delivery, damaged, and undescribed. We understand that things can still go wrong, even if the seller takes all necessary steps to ensure a good buyer experience.
Unless required by law, certain disputes and transactions are not eligible for the case system, including:
1.Items that have been changed, used, worn, washed, or disposed of after receipt.
2.Items returned without a return agreement.
3.Items that have been accurately described but do not meet the buyer’s expectations.
4.The cost of delivery or mail.
5.Items purchased in person.
Where an eligible case for an Artxplo review is escalated, we will assess the claim to our best capabilities. Please be aware that our ability to mediate cases may be limited to certain types of items, which may result in a refund. Artxplo reserves the right, in its sole discretion, to change its original decision based on information obtained after the original evaluation of the case.
Once the case is opened, Artxplo usually resolves and automatically closes the case on behalf of the buyer and seller. Artexplo reserves the right to resolve the case on behalf of the Seller, including, but not limited to, by refunding the Buyer and refunding the funds from the Seller’s account if payment is made via Artxplo Payments.
In some cases, Artxplo may need further investigation in order to resolve the case. Each case must remain open until a solution is reached. Artxplo may contact you to provide more information about the issue, and you should respond immediately. Sellers must respond within two calendar days.
Artxplo reserves the right to resolve the order issue prior to a 48-hour period of circumstances including, but not limited to, seller inactivity, harassment, denial of service, manipulation, and undermining the integrity of the system of issues. Artxplo may close or resolve a case due to the non-participation of either party, or reopen a previously closed case to further investigate tracking issues or other aspects of the dispute. To maintain the integrity of the case system, the seller cannot encourage or require the buyer to close the case as a condition for resolving the dispute.
The last update was approved on 29/2/2024