All refunds will be processed through Stripe and will go back to the buyer's original form of payment. For detailed information, click on how to refund a customer with Stripe.

For additional information or support from Stripe, please go to

Refunds to the buyer will include the price of the artwork plus taxes. Depending on your return policy, you will decide whether or not to include shipping costs in your refund. 

Please note that refunds will not include the Msanii HOUS commission.

When a Buyer isn't satisfied with their purchase

In the event a buyer wishes to return their artwork, we recommend that you require the buyer to submit a return request within 7 days after the arrival of the artwork. We also recommend that you require them to ship the artwork within 3 days since the return request was submitted.

Depending on what you desire for your business, you will need to include proper information concerning returns, cost of return shipping and who is responsible for those costs. You will also need to include packaging guidelines to return the artwork as well as information about processing the refund.

It is entirely up to you whether you will accept returns for artworks that did not arrive damaged. If you do not accept returns, except for those that arrived damaged, please be sure to indicate FINAL SALE for those artworks.

In the case of artworks that did arrive damaged, you would need to file an insurance claim with your preferred carrier.

Costs of returns

We recommend that you carefully examine each artwork that is to be returned so as to determine who will be responsible for the cost of return. Return costs can include packaging costs (if original packaging has been disposed of), shipping costs, customs, freight fees etc.

For best practices, if you choose to accept a return on artwork that had accurate description, but the buyer changed their mind, we recommend that the buyer be responsible for the costs of returning the item.

If however, there were inaccuracies in the description and representation of the artwork, or if the artwork arrived damaged, then you should be responsible for the costs of return.

Avoiding Returns

Buyers often return artwork because they were not informed of important details about the artwork, in the art description.

It is therefore vital that you include any important information in your art description. This allows the buyer to be aware of exactly what they are purchasing, and subsequently what they should receive.

How to write a good art description

A good art description should be detailed. It should also be compelling so as to attract and retain interest in the artwork. It allows the buyer to have a good grasp of exactly what they will be purchasing and expecting to receive. It also helps potential buyers discover your artwork during their search.

A good art description should include the following:

Useful information.

  • Additional materials used in the creation of the work
  • The type of surface the artwork was created on, including details like texture, how delicate the surface is, etc.
  • If the artwork has a frame or doesn't have a frame and whether its edges are finished or not.
  • If the hardware for installation is included, or not.

Background information.

  • The inspiration behind the artwork.
  • In what way would you like the artwork to impact the viewer?
  • Why you decided to use that particular style, subject matter, medium, surface etc.

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