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RETURN, REFUND, AND CANCELLATION POLICY
Last Updated 15/10/2024

This Return, Refund, and Cancellation Policy (the “Policy”) applies to purchases made through the StockArt.com website or any mobile applications operated by StockArt Technologies FZCO and its affiliates (“StockArt” or the “Platform”).

StockArt may update this Policy from time to time. Any changes to this Policy will be posted on this page. Once posted, the updated Policy will be effective immediately. It is your responsibility to review the Policy regularly to keep yourself informed of changes. By continuing to access StockArt and use its services, you agree to be bound by this Policy and any updates thereto. Please make sure that you read and understand StockArt’s User Terms and Conditions and any related terms mentioned therein. This Policy, including any updates thereto, shall be subject to and form an integral part of the User Terms and Conditions.

1. Definitions

1.1. Buyer shall mean the person, company, or entity purchasing or making an order for the purchase of any product/s from the Platform.

1.2. Seller shall mean the person, company, or entity selling any product/s on the Platform, as further defined in the User Terms and Conditions or otherwise stated herein. Unless otherwise specified, or the context implies differently, in the context of this Policy, Seller may also refer to StockArt.

1.3. Return shall mean Returns of products sold by any Seller on the Platform, in compliance with this Policy in effect as of such sale.

1.4. Refund shall mean the reimbursement of the amount paid for the Product being Returned, less any applicable deductions in accordance with this Policy in effect as of the date of the sale / Return.

1.5. Product / Item shall mean any item listed for sale by a Seller on the Platform and available for purchase by a Buyer.

1.6. Third-Party Marketplace Seller shall mean a Seller selling products to Buyers via the Platform, excluding StockArt.

1.7. International Orders shall mean orders placed on the Platform by Buyers from Third-Party Marketplace Sellers who are located outside of the United Arab Emirates.

1.8. User Terms shall mean the User Terms and Conditions applicable to all users of the Platform.

1.9. Sold by StockArt shall mean an order for the purchase of Products, which is sold directly by StockArt in its own name and on its own behalf to Buyers via the Platform.

1.10. Cancellation shall mean the cancellation, in whole or in part, of an order which has been placed by a Buyer and duly received and confirmed by the Seller. For the purposes of this Policy, Seller shall mean either StockArt or a Third-Party Marketplace Seller.

1.11. Change shall mean a change in the quantity and, or, the specifications of a product which has been ordered by Buyer.

1.12. COD shall mean Cash-on-Delivery.

2. Cancellation Policy

2.1. Cancellation of orders refers to orders that are pending fulfillment. The terms below apply to Products held in stock, and to made-to-order items, and include Products stored or held outside of the United Arab Emirates.

2.2. To ensure delivery of the desired Products in the shortest lead time, StockArt begins processing orders from the moment they are confirmed. Hence, a request to cancel or change an order may not be feasible or acceptable in certain cases. Furthermore, logistics, locked-in pricing for ordered products, and obligations toward third-party suppliers may impact StockArt’s ability to accept a cancellation or change request. Therefore, please read the below carefully and contact us if you have any queries.

2.3. Subject to the terms and conditions contained in the Policy:

  • The Buyer and Seller may, by mutual written consent, agree to cancel an order. This will be evaluated on a case-by-case basis at StockArt’s discretion.
  • The Seller may cancel an order without obligation, liability to, or consent from the Buyer.
  • Buyers may cancel orders soon after they are placed. Once the order status reads “ready to ship,” the Buyer will no longer be able to proceed with a Cancellation.
  • Buyers may cancel delayed orders after 2 days past the estimated delivery date, and an automatic Refund will be initiated.

2.4 Once an order is delivered, cancelation is no longer possible, and the customer would have to submit a return request with a valid reason based on the Policy.

2.5 Changing or canceling orders cannot be accepted when “same day shipping” or “express” is specified in the order.

3. Special Large Quantity Orders

3.1. Cancellation of special large quantity orders shall not be acceptable unless specifically agreed in writing between the Buyer and Seller.

3.2. To request the Cancellation of an order, the Buyer must send a request in writing to StockArt via email or the appropriate Platform functionality, requesting to cancel all or part of a non-executed (or pending) order which has a status labeled “Pending Fulfillment”. The Buyer can also cancel the order directly on its StockArt account within the relevant Cancellation window mentioned in paragraph 5 of this Policy.

3.3. Upon receiving such notification, the Seller shall stop any work in respect of said order and advise the Buyer, in writing, whether the Cancellation can be accepted (including any applicable conditions for such cancellation).

3.4. Where a Cancellation request has been approved but the Seller has already incurred costs and expenses that cannot reasonably be recovered through the sale of the products to another Buyer, the Buyer will pay the Seller for all such costs and expenses. These costs may include costs of related raw materials, packaging, shipping, and any other costs or expenses related to the order fulfillment. In such cases, the Seller may deduct such costs from any amounts pre-paid by the Buyer, or otherwise held on the Buyer’s account.

4. Return and Refund Eligibility

4.1. Returns will be processed only if:

  • It is determined that the Product was damaged in transit.
  • The Product is returned in the same condition as when it was received (sealed/unopened, if applicable, with the original brand/manufacturer box or packaging, and, if applicable, any user manual, warranty card, and all accessories).

4.2. Items marked as “non-returnable” or “custom-made” on the product detail page cannot be returned. However, in an unlikely event that a damaged, defective, or wrong Product is delivered to the Buyer, StockArt will provide a full refund or replacement, as applicable.

5. Return Period

5.1. For all Products, Buyers must inform StockArt within 7 days of delivery, in writing, of their intent to Return Products, including valid reasons and proof (where applicable).

5.2. If no notice is received within the above-mentioned time frame, the Buyer will be considered as having accepted the Products, as is, and without objection.

6. How to Initiate a Return

6.1. To initiate a Return, the Buyer must, within the Return Period, notify StockArt in writing describing the damage, non-conformity, or other reason for Return in sufficient detail. The notification shall be made via email to StockArt Customer Service at support@stockart.com by quoting the:

  • Order or transaction ID;
  • Order value; and
  • Reason for Return, including evidence (pictures or reports) to support the claim.

6.2. Upon receipt of the email, StockArt’s Customer Support team will investigate the claim and advise whether the Products are eligible for Return and Refund under this Policy.

6.3. If the Return and Refund request is approved, the Customer Support team will create a Return ID and initiate the necessary actions to process the Return and Refund.

7. Return Shipping Fees

7.1. StockArt will be responsible for the collection and Return process without further cost to the Buyer for shipping, where applicable.

7.2. For international orders, shipping fees may apply depending on the Seller’s policy, and this will be communicated to the Buyer after the Refund request is approved.

8. Refund Process

8.1. Where the Seller is StockArt, the purchase amount, net of any applicable deductions, will be refunded to the Buyer using the same payment method used during the purchase, within 7 to 14 working days from the approval of the Refund.

8.2. If the Items received are not as described (damaged, incorrect in quantity, or an error in the Item’s specifications), the shipping fee will be refundable to the Buyer.

8.3. StockArt reserves the right to reject a Return or Refund request if it does not align with this Policy.