Collector trust is critical to the Artsy experience. A 24-hour cancellation policy can boost collector confidence and trust, ultimately resulting in more orders being placed.
If a collector changes their mind about an order, they may submit a cancellation request within 24 hours to Artsy’s Orders team. Artsy’s team will contact you if a cancellation request has been made.
The 24-hour window begins when you approve an order and Artsy receives the collectors payment.
To qualify for an order cancellation, the collector must:
- Complete the entire transaction, including all communications, through one of Artsy’s secure checkout methods, which include Buy Now, Make Offer, and Make Offer in Inquiries.
- Notify Artsy of their desire to cancel the order within 24 hours of order confirmation.
If the collector pays you directly (e.g. via wire transfer, check, PayPal, or other off-platform payment methods), this cancellation policy does not apply.
Orders canceled before a shipment is sent will not incur a shipping fee and will qualify for a full refund. For orders that are both shipped and canceled within the 24-hour window, Artsy will ask that you reroute the shipment back to you. Following proof of shipment (e.g. tracking and/or receipt), Artsy will cover round trip shipping to ensure that you are not at a loss.
After the 24-hour window, the order is considered final sale and is not eligible for cancellation. Orders are still covered by the Artsy Guarantee and the EU/UK 14 day return policy, where applicable. The EU/UK 14 day return policy applies to collectors in the EU or the UK who purchase a lot from a trader in a timed/online-only auction or via Buy Now, Make Offer, and Make Offer in Inquiries. This return policy also applies to any sellers that are based in the EU/UK, even if the collector is based elsewhere.
If such collectors wish to cancel their purchase, they have a right to do so within 14 days after they or a person they authorize (other than the carrier) take physical possession of such lot, for any reason. When returning an order under the EU/UK 14 day return policy, the seller is responsible for refunding any payments already made by the collector for the purchase and applicable shipping costs on the purchase. The collector is responsible for return shipping fees. To exercise this cancellation right, the collector must inform the seller through a clear statement (i.e., a letter sent by post or e-mail) or may use this model cancellation form.