Redwood Online Art Marketplace Return Policy
At Redwood Art Group, our goal is to make sure you’re 100% satisfied with the addition to your collection. That’s why, once you’ve received an original artwork, we’ll give you seven days to decide whether you’d like to keep that artwork or return it for a refund. You must return the artwork in its original condition and packaging to receive a refund.
For detailed information on how to return an original work, please see the Redwood Online Art Marketplace Return Policy below.
Original Artwork Return Policy
From the time you receive your original artwork from the shipper, you have seven days to decide whether to keep the work or return the artwork in its original condition and packaging to receive a refund.
We also require all returned artwork to be shipped out by the buyer within three days after confirming with us that the work will be returned. So, if you receive artwork you’ve purchased from Redwood Online Art Marketplace and are not fully satisfied, you have:
- Seven days to contact us about your intent to return the work
- Three days from the day you contacted us to ship out the artwork
NOTE:Â Do not ship the artwork before contacting us; you must first contact us.
If you do not notify us of your intent to return the work within seven days of receipt or you do not ship the work within three 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.)
Return Policy FAQ
How do I return an original, undamaged work?
Step 1: Within seven days of your merchandise delivery date, please call 216-225-0962 between the hours of 9 a.m. and 6 p.m. PST Monday through Friday or email returns@redwoodartgroup.com to give us your order information and the reason for wanting to return the work.
Step 2: 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 package artwork for shipment.
Step 3:  Email returns@redwoodartgroup.com to complete the return process.
Once the piece safely reaches the artist, Redwood Art Group 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 costs, if any) within seven to 10 business days of your merchandise return.
NOTE:Â Additional shipping fees may apply for international returns.Â
Who pays for return shipping costs for original, undamaged work?
The collector is held responsible for return shipping costs.
What should I do if the artwork arrives damaged?
Step 1: Within seven days of your merchandise delivery date, please call 216-225-0962 between the hours of 9 a.m. and 6 p.m. PST Monday through Friday or email returns@redwoodartgroup.com to give us your order information.
Step 2:Â Save the original packaging!
Step 3: Take photos of the damaged artwork and packaging. Please email these photos to returns@redwoodartgroup.com.
Step 4:Â A customer service representative will contact you to discuss the next steps.
Who pays for return shipping costs for damaged artwork?
If the artwork was damaged as a result of poor packaging, the collector will not be responsible for shipping costs.