Since All Public Art is a marketplace of independent Items for Sale Stores, refunds, returns, and exchanges are handled differently from seller to seller.
In general, each seller on All Public Art sets their own policies regarding returns and refunds. These policies should be displayed in each seller's Items for Sale Store Policies page.
If there is a problem with an order, contact the seller directly first directly through All Public Art’s on-site messaging system.
Contacting a Seller
All Public Art provides sellers with a platform to sell their items and become small business owners. When you purchase from an All Public Art seller, you are buying from a unique Items for Sale Store, and not All Public Art itself.
All Public Art is not directly involved in the transaction between buyers and sellers. We encourage you to communicate directly with sellers through our onsite messaging system.
Before you place an order
Here are some examples of questions that your seller can help you with:
- Product inquiries (Can I get this in red?)
- Shipping information (Can you send my order to New Zealand? Can it be shipped faster?)
- Processing times (Will I get this in time for Christmas?)
- Items for Sale Store policies (Can I return this if it doesn’t fit?)
To send a conversation to a seller from their Items for Sale Store page, click Contact Items for Sale Store Owner under the Items for Sale Store Owner section to the left of the page. You can also find the Ask a Question link on any item listing page.
After clicking Ask a Question, a popup will appear where you can add your message. You can also attach a .gif, .jpg, or .png file image if needed.
If you've already placed an order with a seller
Here are some questions your seller can answer for you:
- Status of your order (When will my item ship? What is the tracking number?)
- Further questions about the item you bought (How should I wash this scarf?)
- Issues with your item (I ordered this in red, but it came purple!)
- Post-purchase policy questions (Can I return this for a refund?)
Be sure to check out the All Public Art's policies regarding the appropriate use of Conversations.
If you've tried contacting your seller about your order and are unable to reach them, you might consider filing a case. Read about All Public Art's case system.
Canceling a Purchase
If something comes up and you need to cancel your order, you can request a cancellation by contacting the seller directly.
Note: Accepting your request is up to the individual seller. Sending a message with a cancellation request does not automatically cancel your order.
First, check the seller’s Items for Sale Store policies for information about cancellations, as these can vary from Items for Sale Store to Items for Sale Store.
If your order is less than two days old and has not been marked as shipped, you can request that it be canceled by messaging the seller directly through on-site messaging system.
If two days have passed, or if your order has already shipped, please contact the seller directly through on-site messaging system.
Finding Your Refund
If you're not already in touch with your seller, be sure to contact them directly to ask about your refund.
- If you're waiting for a refund through PayPal, double check your PayPal account and ask your seller directly about the refund using the message system in All Public Art.
- If you paid using a credit card without signing in to a PayPal account - using PayPal Guest Checkout - the money will go back to your credit or debit card. It can take up to 30 days for the refund to show up on your card statement.
- If the transaction is over 60 days old, the seller has to use PayPal's "Send Money" feature to send the refund to your PayPal account.
As a seller on All Public Art, you are expected to clearly state your policies about returns and refunds in your Items for Sale Store Policies page. These policies are also expected to fall in line with All Public Art's policies.
Let buyers know how you, as a Items for Sale Store owner, manage and run your Items for Sale Store--including how you’d handle any issues or problems with a transaction.
If you do have a problem with a transaction, it’s best to contact the buyer directly via the message system. Buyers are also encouraged to contact you if they experience any issues.
Canceling a Sale
Only sellers may cancel transactions.
If a buyer would like to request cancellation, the buyer should ask the seller directly through on-site messaging system.
Sellers may accept returns, but in most cases are not required to do so unless they state they do in their Items for Sale Store policies or are required by local laws. Buyers should read sellers' Items for Sale Store policies carefully and contact sellers before shipping a return.
Sellers agree to complete valid transactions, but occasionally a seller may need to cancel a transaction.
As a seller, if you're unable to complete a transaction, you must notify the buyer via All Public Art Conversations and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. Sellers are encouraged to keep proof of any refunds in the event a dispute arises.
A seller may cancel a transaction under the following circumstances:
- The buyer did not pay.
- Both the buyer and seller agree to cancel the transaction prior to shipment, and the seller has issued the buyer a full refund.
- The seller has decided to refuse service to the buyer, and if the buyer has already paid, the seller has issued a full refund, including shipping.
- The buyer did not receive the item(s) ordered, even though the seller has provided proof of shipping, and the seller has issued a refund for the item. (Refunding shipping is optional, unless the buyer paid with Direct Checkout, in which case you'll need to refund in full.)
- The buyer and seller agreed that the buyer could return the item to the seller for a refund. The seller has received the returned item and issued a refund to the buyer for the item.
Refunding an Order via PayPal
If you use your own PayPal account to accept payments, they can't be refunded in your All Public Art account.
How Refund a PayPal Payment:
- Log in to your PayPal account.
- Find the payment and click Details.
- Scroll down to refund the payment. You can select a full refund or a partial amount.
You'll receive a refund of your PayPal fees based on the type and amount of the refund you issue.
If the buyer used a credit card without logging in to a PayPal account (in other words, if they used PayPal Guest Checkout), the refund will go back to their credit or debit card. It can take up to 30 days for the refund to show up on their card statement.
If the transaction is over 60 days old, you won't be able to issue a refund in PayPal, but will have to Send Money to the buyer.
Contact PayPal for More Info
Here's the link to PayPal's Help Center and their Help Center phone number:
- PayPal Help Center: https://www.paypal.com/us/webapps/helpcenter/helphub/home/
- PayPal #: 1-888-221-1161 (US), 1-402-935-2050 (if calling from outside the US)
Issues with a Transaction
Please keep in mind that All Public Art provides the marketplace, but isn’t directly involved in transactions between individual buyers and sellers.
If you have trouble with an order and can't sort it out directly with your seller or buyer, you can file what’s called a “case.”
The Case System
Opening a case is the best way to let a seller and All Public Art know that you're having issues with an order. To open a case contact us via the form on the Contact Us page and title the message “Opening Case”
The case system on All Public Art is where buyers and sellers work together to resolve their issues. If necessary, All Public Art Trust & Safety can help bring a dispute to a conclusion.
Please note: If a buyer does not formally file a case, All Public Art cannot get involved.