Refund policy
RETURNS, EXCHANGES & REFUNDS
Your happiness is important to us! If there is an issue with your order, we won’t leave you hanging. If something has gone wrong, or your item wasn’t as you were expecting - we will do everything we can to make it right.
Below are our policies on returns or exchanges for each product.
We honour a 14 day return policy on eligible products.
Tips for Making Informed Art Purchases
Visualise the Artwork/s in Your Space First: Unsure if a piece will fit your decor? We offer a complimentary virtual service that overlays your chosen artwork onto a photo of your wall, helping you see how it complements your space. Just send us an image of your wall and specify which artwork you’d like to visualize. We’ll respond within 12-24 hours!
Email your request to: alexdimercurioart@gmail.com or use our contact form.
Read Product Descriptions Carefully: Please take the time to thoroughly review the product descriptions before purchasing. It’s important to ensure you’re fully informed, as we cannot accommodate returns for misunderstandings regarding the provided information.
Return Requests: If you need to return an item, please email your request within 14 days of receiving it to: alexdimercurioart@gmail.com. You must contact us within this timeframe to initiate the return process.
Condition for Returns: Items must be returned in the same condition as received, using the original packaging. Please use quality packing tape to securely re-seal the box. We’ll arrange the return and inform you of any associated costs.
Shipping Costs: Return shipping and any customs duties are the customer's responsibility. Eligibility for returns may vary, as outlined in our policy.
RETURNS / EXCHANGE POLICY
ORIGINAL PAINTINGS: We’re confident you’ll love your painting—so much so that we’ve never had any returns! However, for your peace of mind, we offer a 14-day trial guarantee.
PROCESS:
1. Return Request: Email your return request within 14 days of receiving your painting to: alexdimercurioart@gmail.com. Please include photos of the received artwork and an explanation of what you’re not happy with, as this feedback is very valuable to us.
2. Exchanges: If you wish to exchange your artwork for another piece, please let us know which one so we can place it on hold until the returns process is finalized. Exchanges for equal or higher value are welcome and will be charged accordingly before re-shipment.
3. Repackaging: Carefully repackage the painting as you received it to ensure it arrives back in excellent condition.
4. Photos: Send photos of the packaged artwork before shipping. We’ll arrange the return courier with one of our shipping partners.
5. Shipping Costs: All shipping costs, including any customs duties, are the customer’s responsibility and will be charged before return shipment.
Refunds: Refunds will be granted only if the artwork is returned in its original condition and accepted upon inspection. If the returned artwork is deemed unfit, we reserve the right to deny a refund or exchange.
We will notify you about your refund status and processing details.
PRINTS:
Fine Art Prints & Framed Prints: Our open edition prints are made to order and shipped directly from our partner company, so we cannot accept returns for change of mind. However, if there's an issue with your order, please contact the studio immediately. Once assessed and inspected, we’ll gladly provide a replacement if necessary.
Limited Edition Fine Art Prints (eligibility varies): Prints are delicate and can only be returned if unhandled and in original packaging, due to strict quality standards. If a returned print is deemed unfit, a refund may be denied. Please contact the studio immediately and follow the return instructions from your order.
Free Shipping & Other Promotions: Promotions on original paintings, prints, or other products with 'free shipping' are occasionally available. Since Alex DiMercurio Art covers the shipping costs, we reserve the right to not accept returns, refunds, or exchanges for change of mind in these cases.
All Returns: As per New Zealand’s consumer protection laws, shipping and custom duties fees on any and all returned items within good faith are not covered by the studio, and will be the responsibility of the purchaser. Only faulty and damaged merchandise or products not covered under consumer guarantee will return shipment be paid by Alex DiMercurio Art.
LIABILITY
We are not liable for goods once they are in the possession of the customer. It is not our duty to refund, exchange, replace or compensate by any means for the damage of products that have been mishandled by customers.
As guaranteed under consumer protections, compensation for damage is due if/when damaged products are received when impacted by shipping services and/or faulty merchandise has been dispatched. Every painting and print is inspected several times before clearing quality control for shipment and only pristine original artworks and prints are packaged for you to enjoy.