How to Initiate a Return?
The collector has seven days to contact Ginnava to express their intent to return the work for a refund. The collector is then required to repackage the work and make arrangements to send it back to the artist. We also require that the artwork must be sent back in its original packaging and in the same condition as it was received to be eligible for a refund.
If you’ve purchased artwork from Ginnava and are not fully satisfied, you have:
- 7 days to contact us about your intent to return the work. If you are a trade partner you get an additional 7 days.
- 3 days from the day you contacted us to ship out the artwork through a traceable method and provide us with the shipment tracking number.
If you do not notify us of your intent to return the work within 7 days of receipt or you do not ship the work within 3 days of notifying us, you will NOT be eligible for a refund. (Some exceptions will apply. Please contact us for an assessment of your specific situation.)
Artwork covered under Ginnava Buyer Protection is refunded in full including shipping and customs. For items not covered under Ginnava Buyer Protection:
- The buyer is charged for one-way shipping cost.
- An additional restocking fee of 10% of the artwork applies.
- Please note that an additional custom duty may apply when shipping across international borders.
- Certain exceptions may apply.
Once the artwork safely reaches the artist or the Ginnava Service Center, we will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order (minus return cost, as applicable) within 7-10 business days of your merchandise return.
How to Return an Original, Undamaged Work
Step 1: Within seven (7) days of your merchandise delivery date, please email us at firstname.lastname@example.org or call +1 408.599.8857 between 9:00 AM – 5:00 PM PST Monday through Friday, to give us your order information and the reason for wanting to return the work.
Step 2: A Ginnava service specialist will review your request and email you the return instructions.
Step 3: Repackage the artwork using the original packaging materials used by the artist. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing packaging materials to send the artwork back safely to the artist. Please refer to our Packaging Guidelines for instructions on how to safely pack the artwork for shipment.
Step 4: Arrange to send the packaged artwork to the address provided in Step 2, using a traceable shipping method. For international shipments, be certain to select "Delivered Duty Paid" (DDP) when creating your shipping label. You are required to pay all fees, including the custom duty when returning the artwork. If DDP is not selected, the amount owed will be taken from your returned funds.
Step 5: Email all shipping details including tracking number to email@example.com.
Once the artwork safely reaches the artist or Ginnava Service Center, we will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order (minus shipping cost and international customs duty, as applicable) within 7-10 business days of your merchandise return.
What to Do If the Artwork Arrives Damaged
Step 1: Save the original packaging.
Step 2: Take photos of the damaged artwork and packaging. Within 7 days, please email the photos along with order information to firstname.lastname@example.org or call +1 408.599.8857 between 9:00 AM – 5:00 PM PST Monday through Friday.
Step 3: A Ginnava support representative will contact you to discuss next steps.