At Art.Africa, fostering a trusting and positive experience for both artists and collectors is our top priority. We understand that sometimes issues may arise, and we’re committed to resolving them fairly and efficiently. Our comprehensive process for handling disputes and customer complaints
includes the following steps:

1.  Initial Complaint Submission: Customers can submit their complaints
   through our dedicated customer support portal on the Art.Africa website.
   They can provide details about the issue, including order numbers, artist
   names, and any relevant evidence such as photos of damaged artwork.
2. Acknowledgment and Preliminary Review: Once a complaint is submitted,
   our customer support team acknowledges receipt of the complaint within 24
   hours. They conduct a preliminary review to understand the nature of the
   dispute and gather any additional information needed to resolve the issue.
3. Investigation: Our team investigates the complaint by communicating with
   all parties involved, including the buyer and the artist. We review transaction
   records, correspondence, and any other relevant documentation to get a
   clear picture of the situation.
4. Resolution Proposal: Based on the findings, we propose a resolution to both
   the buyer and the artist. This could include a refund, a replacement, or
   another mutually agreeable solution. Our goal is to ensure that both parties
   are satisfied with the outcome.
5. Escalation: If the initial resolution proposal is not accepted by either party,
   the case is escalated to our dispute resolution panel. This panel consists of senior team members who review the case in greater detail and make a final
   decision.
6. Final Resolution: The final decision is communicated to both parties, and
   necessary actions are taken to implement the resolution. This could involve
   issuing a refund, arranging for the return of the artwork, or other actions as
   deemed appropriate.
7. Feedback and Follow-Up: After resolving the dispute, we follow up with the
   customer to ensure that the issue has been satisfactorily resolved. We also
   gather feedback to improve our processes and prevent similar issues in the
   future.
8. Policy and Guidelines: Art.Africa has clear policies and guidelines in place
   regarding returns, refunds, and dispute resolution. These policies are
   accessible on our website and are communicated to all users to ensure
   transparency and understanding.

Additionally, we encourage clear communication between artists and collectors throughout the buying process. Our platform offers a secure messaging system for easy communication regarding artwork details, shipping arrangements, and any potential concerns. Our dedicated customer support team is readily available to assist with any questions or concerns via email, or live chat.
We believe in fostering a supportive community where artists and collectors can connect and share their passion for art. Should any issues arise, Art.Africa is committed to providing a fair and efficient resolution process, ensuring a positive experience for everyone involved.

Our return policy allows buyers to initiate returns within a specified period, typically 14 days. During this time, funds are held in escrow until the buyer confirms satisfaction with the artwork. This ensures a secure and fair process for refunds and exchanges, promoting trust and transparency in every transaction. For returns, buyers should initiate the return process through our portal, providing our customer support team with necessary details and evidence, such as
photographs of any damage or discrepancies. Once verified, we process a refund for the purchase amount, excluding shipping fees.

While we typically do not offer exchanges due to the unique nature of artworks, exceptions may be considered for damaged items or under special circumstances. Sellers are notified promptly in the event of a return or refund request and provided with the necessary information to facilitate a smooth process. This approach ensures that both buyers and sellers have a reliable and transparent system for managing returns and exchanges, fostering a positive experience for all
involved. For more information or specific inquiries regarding our policies, please
refer to our comprehensive guidelines or reach out to our support team directly.