Return and refund policy
At Suarte, we aim to provide a seamless and satisfying experience for both galleries and collectors. Due to the unique nature of art, refunds and returns vary from gallery to gallery, and Suarte encourages collectors to contact the gallery in the order section before reporting an issue.
We do not directly participate in the refund process unless it is necessary. Remember that this refund policy is only for original artworks; to access information for limited editions, visit LE’s return and refund policy.
If a collector reports an issue and 48 hours pass without resolution, they may choose to “involve Suarte.” In such cases, a Suarte team member will review the evidence provided and make a final decision. Please note that all sales on Suarte are final, and returns based solely on dissatisfaction upon arrival are not accepted.
If an issue arises regarding shipment, galleries are responsible for working with the shipping company to resolve the matter. Galleries are responsible for addressing and resolving issues related to the following situations:
- The artwork is declared lost by the shipping company
- The order arrived damaged
- The product is not as described on the platform
- Quality problems
- Received fake goods
In these instances, Galleries should coordinate with the collector to agree on return shipping arrangements. For Galleries, we recommend promptly communicating with the shipping company to arrange a product pickup if any of these situations occur.
However, sellers are not required to refund buyers if the following situations occur:
- Refusal to pay VAT upon arrival
- Minor differences in dimensions
- Variations in color due to lighting conditions
- Artistic or incidental details not evident in artwork images
- Unpaid customs and duties or other charges that are the buyer’s responsibility
- Delays caused by the shipping company
- Issues related to sales where payment was made directly to the seller (e.g., wire transfer, check, or other off-platform methods)