To qualify for Moné's Buyer Protection Guarantee, you must:

1. Complete your entire transaction through Moné's secure checkout and maintain all communication through our gallery
2. All claims must be submitted in writing according to the following strict timelines: report damage within 48 hours of the delivery timestamp recorded by the carrier; report misrepresentation concerns (significant discrepancies in description) within 7 days of delivery; or report authenticity concerns within 180 days of receipt, supported by qualified independent evidence.
3. Provide required video and photographic evidence (see Evidence Requirements)
4. Retain all original packaging (interior and exterior) for investigation or insurance claims

You are not covered if:

1. You return the artwork for reasons other than damage, misrepresentation, or authenticity concerns;
2. You arrange your own shipping or physically collect the artwork directly from the Artist;
3. You fail to provide required evidence (such as photos or expert opinions) within the specified reporting windows;
4. You purchased the artwork outside of Moné’s authorized payment channels (including through an Artist’s personal website, another marketplace, or any other third-party seller).

Important: All transactions must be completed through Moné to be eligible for protection. Purchases made outside our platform forfeit all buyer protections, including refunds, claims support, and guarantees. Moné cannot assist with issues arising from external transactions.

In the rare case you discover that your artwork is inauthentic, Moné offers an extended protection window of 180 days from the delivery date. Our protection covers:

• Fake or fraudulent works misrepresented as being by the artist.
• Significant misrepresentations that severely impact the value of the artwork.

Note: Authenticity Protection does not apply to minor inaccuracies, such as small discrepancies in measurements, edition size, or signatures. These are not considered significant misrepresentations and are not covered under this guarantee. If you have specific concerns regarding the accuracy of the listing, we recommend contacting us directly.

If an issue arises with your purchase, contact Moné's Customer Support team immediately at info@monegallery.com.

Your claim submission must include:

1. Your order number
2. A detailed description of the concern
3. All required photo and video evidence (see Evidence Requirements in next section)

What happens next: Our team will review your claim to determine if the artwork is significantly misrepresented, damaged, or if authenticity concerns are valid. You can expect an initial response within 1-3 business days. We will work with you to identify the most appropriate resolution based on the circumstances.

Important: Claims must be submitted within 48 hours of the delivery timestamp for damage, 7 days of delivery for misrepresentation, or within 180 days for authenticity concerns.

To properly assess your claim, you must provide clear, high-quality images and/or video evidence of the issue. All photos and videos must be unedited and show the artwork in its current condition.

Required documentation:

1. Video walkthrough showing the unboxing process or current condition of the artwork and packaging (strongly recommended for all claims, required for damage claims)
2. Close-up images showing the specific concern in detail
3. Full images of the artwork showing overall condition
4. Packaging documentation: Photos of both interior and exterior packaging, shipping labels, and any visible damage to the box (required for shipping-related claims)
5. Timestamp verification: Include a piece of paper with your order number and current date visible in at least one photo

Additional requirements:

• Photos and videos must be taken in good lighting
• Images must not be edited, filtered, or altered in any way
• We reserve the right to request additional evidence, including video calls or third-party inspection, if needed to verify the claim

Fraudulent claims will result in immediate denial and may lead to account suspension and legal action.

If your artwork arrives damaged, is significantly misrepresented, or found to be inauthentic, Moné will work with you to determine the most appropriate resolution based on the specific circumstances.

Resolution options:

1. Full Refund
Issued when the artwork is irreparably damaged, significantly misrepresented, or authenticity cannot be verified. Refunds are processed to your original payment method within 5-7 business days of approval.

2. Professional Restoration
For repairable damage, we arrange restoration by a vetted conservator at no cost to you. You will review and approve the restoration plan before any work begins, and the restored piece will be returned fully insured.

3. Replacement
When applicable, we may offer a comparable work of equal or greater value if the original is misrepresented or unavailable.

Our commitment:
Moné evaluates each claim individually to ensure a fair and satisfactory outcome for all parties. Our priority is protecting your investment while maintaining the integrity of our gallery and artist relationships. You will be informed of the proposed resolution and have the opportunity to discuss options before any action is taken.

If the artwork qualifies for a refund due to misrepresentation, damage, or if it is not authentic, you must return the artwork within 7 days of receiving 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 the condition in which you received it. 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.

At Moné, we want you to feel confident and supported throughout your art-buying experience. If your artwork arrives damaged or is lost in transit, please follow the claims process provided by the shipping insurance provider and notify us immediately. 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.