Refund Policy

When You Get a Refund

Because every piece is one of a kind or part of a small edition, we do not offer change-of-mind refunds. You are refunded in these situations:

• The order is canceled before it ships — for example, the artist can no longer fulfill it. Since the piece never shipped, the full amount is returned.
• The piece never arrives — you report that it was not delivered, and we confirm the order cannot be completed.
• A return claim is upheld — the piece arrived damaged in transit or was materially misrepresented, and your claim under the Returns Policy is resolved in your favor.

A refund covers the full amount you paid for a qualifying order — the price of the work, shipping, and any tax collected at checkout.

How Refunds Are Issued

Refunds are issued to your original payment method through our payment processor, Stripe. The money goes back to the same card or payment method you used at checkout — we cannot send a refund to a different card, or as cash or store credit.

Surfaced Art holds an artist’s share of a sale until delivery is confirmed, so in most cases a refund is issued straight from the platform before the artist has been paid out. When a refund is needed after an artist has already been paid, we handle recovering that amount on our side — it does not change how or when you receive your refund.

Refund Timelines

Once a refund is approved, we submit it to Stripe right away. From there:

• The refund is processed immediately on our side and sent to your bank or card issuer.
• It typically takes 5 to 10 business daysfor the amount to appear on your statement, depending on your bank or card issuer. Card refunds settle on your issuer’s schedule, which is outside our control.
• The refund appears as a credit from Surfaced Art to the original payment method.

If it has been longer than 10 business days and you do not see the refund, contact us so we can confirm its status.

Disputes and Escalation

If something is wrong with your order and you cannot resolve it on your own, here is how to escalate:

• Start with support. Report the problem through your delivery confirmation link, or email support@surfaced.art. Reporting a problem places the artist’s payout on hold while we look into it.
• Platform mediation. If you and the artist do not agree on an outcome, Surfaced Art steps in to mediate. We review the order, the delivery record, and any photos or evidence, and decide whether the order is refunded or completed. Because we hold the artist’s payout until this is settled, we can resolve most cases without money having to change hands twice.

Card-network disputes are a separate channel. You always retain the right to dispute a charge directly with your bank or card issuer (a “chargeback”). That is a formal process run by the card network, separate from the mediation above, and it follows the card network’s own rules and timelines rather than this policy. We ask that you contact our support team first — a chargeback is usually slower than working with us directly, and once a card dispute is open it is handled through that formal channel rather than as a normal refund. If a charge is already in a card-network dispute, we resolve it through that process and cannot issue a separate refund for the same charge.

Questions

For any question about a refund or a charge, contact us at support@surfaced.art. For what qualifies a piece for return in the first place, see the Returns Policy.

This policy is subject to change. Material changes will be posted here.