Ginnava’s buyer protection program extends to all purchases made on its website. Under the program, Ginnava guarantees to help reach a resolution in the rare instance a problem occurs, such as if your purchase is damaged in shipping, or it appears different from how it was described.
Is my purchase eligible for the Buyer Protection Program?
Ginnava’s buyer protection program extends to all purchases made on its website. Under the program, Ginnava guarantees to help reach a resolution in the rare instance a problem occurs, such as if your purchase is damaged in shipping, or it appears different from how it was described.
Examples of Covered Purchases
- You received the wrong artwork.
- You ordered more than one painting, and only received one.
- The artwork was damaged in transit.
- The artwork has significant damage or condition issues that were not disclosed.
Examples of Purchases Not Covered:
- The purchased artwork was not received but the issue was reported more than 45 days after the purchase date.
- The issue was reported more than seven days after delivery for artwork not as described and shipping damage claims.
- The artwork was described accurately. You are however still eligible to return under our return policy
- You purchased a final sale item (Art that is custom framed or is featured as a special collection)
Below are hypothetical situations related to buyer protection.
If you receive an artwork that does not meet your expectations, please check the artwork description and photos from the original listing. If the artist has failed to disclose any damage or condition issues, please let us know as soon as possible. We will ask you for some photos of the issue so that our specialists can evaluate if the artwork was properly described.
Sometimes artworks are accidentally damaged during the shipping process. If your artwork appears to have been damaged in transit, be sure to note the damage if you are asked to sign for the artwork so that we can file a claim with the shipper and either keep or take photos of the original packaging. Please let us know as soon as you receive the damaged artwork. Depending on the extent of the damage, we will work with you to get the artwork repaired and restored, or arrange for a return.
Very rarely, an artist might ship an incorrect artwork to you. If that happens, please contact us immediately so that we can arrange for the correct artwork to be shipped.
To take advantage of our buyer protection program, we ask that you notify us within seven days of receiving the artwork. That allows us to work with artists and shipping carriers as necessary to resolve claims quickly. If it has been more than seven days, please contact us but note that, for example in the instance of transit damage, we may no longer be able to file a claim with the shipper for any loss.
Art that is custom framed or featured as a special collection is considered a final sale artwork and cannot be returned. Please be sure to double check all artwork information before purchasing a final sale artwork.