Dispute Resolution Policy

HartFinds Dispute Resolution Policy

At HartFinds, we strive to provide a seamless and trustworthy marketplace for buying and selling artwork. However, we understand that disputes may occasionally arise. This Dispute Resolution Policy outlines the steps for resolving any issues between buyers and sellers.

1. General Principles

All sales on HartFinds are final, except in cases where the artwork is found to be significantly different from its description. If a dispute arises:

  • The buyer must notify HartFinds within 48 hours of receiving the artwork.
  • HartFinds will facilitate communication between the buyer and seller to resolve the issue.
  • If needed, an independent third-party assessment may be arranged.

2. Types of Disputes

Disputes may arise for the following reasons:

  • Item Not Received: The buyer has not received the artwork within the agreed timeframe.
  • Item Not as Described: The artwork received differs significantly from the listing description.
  • Damage in Transit: The artwork was damaged during shipping.
  • Payment Issues: Issues related to the release of funds

3. Resolution Process

Step 1: Direct Communication

  • Buyers and sellers should attempt to resolve disputes by communicating via their provided contact details if the seller had opted for self-managed shipping & handling.

Step 2: Mediation by HartFinds

If an agreement cannot be reached:

  • The concerned party must submit a dispute request to HartFinds within 48 hours of receiving the artwork (or within 14 days of the expected delivery date if the item has not arrived).
  • The dispute request should include:
    • Order details (order number, seller and buyer names)
    • Clear photos (if applicable)
    • Correspondence between buyer and seller

HartFinds will review the case and may recommend:

  • A refund (full or partial)
  • A return and refund
  • No action if the claim is deemed invalid

4. Shipping and Returns

  • If a return is approved, the buyer must dispatch the artwork in its original condition within 7 days of approval .
  • The buyer is responsible for return shipping costs unless otherwise agreed.  In the case that the “item is not as described then”, then the seller is to pay for the return shipping costs.

5. Final Decision

  • HartFinds’ decision is based on the evidence provided and is final.
  • In cases requiring legal intervention, the matter will be between the buyer and seller and subject to the State of Queensland.

By using HartFinds, buyers and sellers agree to abide by this dispute resolution policy to ensure a fair and smooth transaction experience.