General Return Policy

SWAIA Digital Market General Return Policy

Disclaimer: Each artist on the SWAIA Digital Market platform manages their own storefront and sets their own return policies, which may differ from these guidelines. If an artist’s return policies conflict with any of these guidelines, the terms of the artist’s return policies will govern any returns. Please review the following guidelines to understand how returns are generally handled.

    1. Artist-Specific Return Policies
      • Each artist establishes their own return policy. Please review the return policy listed on the artist’s individual storefront before making a purchase. This policy will outline the terms and conditions for returns specific to that artist’s storefront.
    2. Initiating a Return
      • If the artist’s return policy allows returns, you can initiate a return by contacting the artist directly through their storefront’s contact option. Provide your order number, the reason for the return, photos of the item you are attempting to return, and any relevant details.
      • The artist will guide you through the return process, including any return shipping instructions.
    3. Return Shipping Costs
      • Return shipping costs are typically the responsibility of the customer unless the return is due to an error on the part of the artist, the item is defective, or the item is damaged when it arrives. 
      • It is recommended, but not required, to use a trackable shipping method and to insure the return shipment, as we cannot guarantee receipt of your returned item.
    4. Refunds
      • Upon receiving the returned item, the artist has 10 days to inspect the item and notify the customer of a decision regarding the approval or rejection of refund. 
      • Approved refunds will be processed to the original payment method within 10 business days from date of approval.
      • The artist has the right to reject a refund. The reasons for rejection must align with their return policy detailed in their digital storefront’s terms of service, be reasonably outlined, and consistently applied. 
      • Exchanges are subject to the artist’s policy and availability. If an exchange is desired, please confirm the options with the artist.
    5. Damaged or Incorrect Items
      • If you receive a damaged or incorrect item, please contact the artist immediately and provide a time-stamped photograph of the issue to facilitate a prompt resolution. The customer must notify the artist of a damaged item no later than 10 days after the date of the package’s delivery. The date of delivery will be determined by courier-supplied tracking info. 
      • Exchanges are subject to the artist’s policy and availability.
    6. Non-Returnable Items
      • Items that are commissioned or custom-made are generally non-returnable. Items altered in any way after purchase are also generally non-returnable. Please refer to the artist’s policy on these items before making a purchase. 
      • If the customer files a chargeback then the artist cannot issue a refund through SWAIA Digital Market. Only one method of credit can be issued in the refund process.
Offsite Transactions
  • Transactions where payment is not processed by the SWAIA Digital Market’s payment system, which includes, but is not limited to, offsite or off-platform transactions. Protections put in place through the SWAIA Digital Market Terms of Service and policy statements do not cover transactions that take place off the SWAIA Digital Market platform, even if the customer and seller first found each other on the SWAIA Digital Market platform.
Dispute Resolution
  • If a dispute regarding order issues, return/refund, payment, or service quality (defined in the Dispute Resolution Policy) arises between the artist and customer and reaches the escalation phase of the dispute resolution process, the artist and customer agree to participate in mediation administered by the American Arbitration Associaton. The parties agree to share equally in the costs of the mediation. Please see Dispute Resolution Policy for more details.