At Moné, we’re dedicated to delivering an exceptional buying experience. Our Guarantee ensures that the artworks you purchase meet your expectations, are as described, and arrive in the condition you anticipate. Should any issues arise with your artwork; whether it's misrepresented, inauthentic, damaged, or lost, we are committed to resolving the situation to your satisfaction. We will work with you to determine the most suitable solution, including a full refund, restoration, or in certain cases, a partial refund if appropriate.

To benefit from Moné’s Buyer Protection Guarantee, the following conditions must be met:
1. Complete your entire transaction through Moné’s secure checkout process, ensuring all communication is handled through our gallery.
2. Report any concerns to Moné within 7 days of receiving the artwork. If the concern involves authenticity, you may report it within 180 days of receipt.
3. Provide photographic evidence of the issue, which should include images of the artwork, packaging, and any damage, if applicable.
4. Retain all original packaging (both internal and external) in case it is needed for investigation or to process an insurance claim.

If applicable, ensure a signature is obtained upon receipt of your artwork.

You will not be covered under Moné’s Guarantee if:
1. The item is returned for reasons other than damage, misrepresentation, or authenticity concerns.
2. You arrange your own shipping or collection from the artist.
3. The required evidence for investigating your claim is not provided in a timely manner.
4. You purchased the artwork through another marketplace, website, or third-party seller.

Transactions must be completed through Moné Gallery for eligibility. Purchasing outside of Moné means you forfeit all buyer protections, including refunds and support. If issues arise, Moné Gallery cannot assist with resolution or guarantee your purchase.

CLAIMS INVESTIGATION PROCESS
If an issue arises, please contact Moné’s Customer Support team at info@monegallery.com. Include your order number, a detailed description of your concern, and relevant photo evidence.

Moné will review the issue to determine if the item is significantly misrepresented or if authenticity concerns are valid. You can expect to receive a response within 1-2 business days, and we will connect with you to identify the most appropriate resolution.

GUIDELINES FOR SUBMITTING PHOTO EVIDENCE
For us to properly assess your claim, please provide clear, high-quality images or videos of the issue. When submitting photos, we recommend the following:

1. Close-up images or video showing the concern in detail.
2. Full images of the artwork to show overall condition.
3. Images of both the interior and exterior packaging; essential for shipping-related claims.

RESOLUTION OPTIONS (REFUND, RESTORATION, OR REPLACEMENT)
If your artwork arrives damaged, is significantly misrepresented, or found to be inauthentic, we will evaluate the situation and determine the most cost-effective solution. Depending on the circumstances, this may involve:

1. A full refund, if the item is determined to be irreparably damaged or misrepresented.
2. Restoration, carried out by an approved professional, if deemed the best option for the situation.
3. A replacement, if possible, if the artwork is significantly misrepresented.

If the artwork qualifies for a refund due to defects or damage, you must return the artwork within 7 days of receiving the confirmation of eligibility from Moné. This 7-day window starts from the date you are notified. You are responsible for securely packaging and returning the artwork in its original condition. Failure to return the artwork within this period will result in the forfeiture of the refund, unless otherwise agreed by Moné in exceptional cases. The refund will be processed once the artwork has been received by the artist. 

At Moné, we want you to feel confident and supported throughout your art-buying experience. If your artwork arrives damaged, please follow the claims process provided by the shipping insurance provider. In the event that the insurance does not fully cover the value of the artwork, Moné will work closely with you to find the best solution; whether that means a replacement, restoration, or another suitable resolution.

If the artwork is lost in transit, Moné will assist in working with you and the shipping provider to resolve the situation. A full refund may be issued, subject to the outcome of the claims process with the shipping provider. However, if the parcel is subsequently located and delivered, the buyer is legally obligated to repay the full purchase price of the artwork. If the buyer fails to do so within 14 days of the delivery, Moné reserves the right to take appropriate legal action to recover the amount due.