Politique de remboursement
RETURN AND REFUND POLICY
We want every customer to purchase artwork from MagicBear Art with confidence. This policy explains how to request a return, who is responsible for return shipping, and how refunds are processed.
RETURN PERIOD
Customers may request a return within 15 days after the last item in the order has been delivered.
If the final day of the return period falls on a weekend or public holiday, the request period will extend to the next business day.
Submitting a return request does not automatically approve the return. We will review the request according to this policy and provide return instructions after approval.
This policy does not limit any mandatory consumer rights available under applicable law.
HOW TO REQUEST A RETURN
Customers may submit a return request in either of the following ways:
• Sign in to your customer account at:
https://account.magicbear-art.com
Select the relevant order and submit a return request.
• Email us at:
Please provide:
• Your order number;
• The name and email address used for the order;
• The artwork or item you wish to return;
• The reason for the return; and
• Photographs if the item is damaged, incorrect, or materially different from its description.We normally review return requests during our business hours.
RETURN ELIGIBILITY
To qualify for a return, the item must:
• Be returned in the condition in which it was received;
• Not have been damaged, altered, repaired, modified, or permanently installed after delivery;
• Include any certificate of authenticity, accessories, mounting components, and documentation supplied with the order; and
• Be packed securely using the original packaging and protective materials whenever reasonably possible.Customers may open and inspect an artwork after delivery. Reasonable inspection does not by itself make an item ineligible for return.
Proof of purchase or the original order number is required.
ITEMS THAT CANNOT NORMALLY BE RETURNED
The following items are not normally eligible for change-of-mind returns:
• Bespoke or personalised artworks;
• Custom framing or mounting produced specifically according to the customer’s approved specifications;
• Digital products or services that have already been fully supplied;
• Gift cards; and
• Items damaged after delivery through misuse, improper handling, improper installation, or unauthorised modification.These exclusions do not apply where an item is damaged during transportation, defective, incorrect, materially misdescribed, or where applicable law requires us to accept the return.
RETURN AUTHORISATION
Please do not send an item back before receiving return authorisation.
After approving a return request, we will provide:
• The recipient’s name;
• A return telephone number;
• The authorised return address;
• Customs declaration information;
• Packaging requirements; and
• Any additional carrier instructions.After approval, the customer should dispatch the return within 7 calendar days unless we agree to a different period in writing.
Returns sent without prior authorisation may not be identifiable or accepted.
AUTHORISED RETURN ADDRESS
Our authorised return location is:
Xi’an Academy of Fine Arts
No. 100, South Section of Hanguang Road
Yanta District, Xi’an
Shaanxi 710065
ChinaCustomers must still contact us before sending a return because the carrier will require the authorised recipient’s name and telephone number.
Please do not send returns to our Hong Kong registered office.
CHANGE-OF-MIND RETURN COSTS
For an approved return resulting from a change of mind, personal preference, size suitability, or another reason not caused by MagicBear Art:
• The customer is responsible for purchasing and paying for the return shipping service;
• The shipment must include tracking;
• Appropriate insurance should be purchased based on the value of the artwork;
• The customer is responsible for secure and suitable packaging; and
• The customer remains responsible for the artwork until it is received at the authorised return location.MagicBear Art will cover the standard import duties and customs-clearance charges assessed in China for an authorised return, provided that the customer follows the customs and shipping instructions supplied with the return authorisation.
We do not charge a restocking fee.
Because standard outbound worldwide shipping is provided free of charge, no original standard shipping charge will be deducted from an approved refund.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect the artwork and packaging promptly after delivery.
If an artwork or its packaging arrives damaged, defective, incorrect, or materially different from the product description, please contact us as soon as possible, preferably within 48 hours of delivery.
Email:
Please provide:
• Your order number;
• A description of the problem;
• Photographs of the external packaging;
• Photographs of the internal protective materials;
• Photographs or video showing the artwork or frame; and
• A photograph of the carrier’s shipping label.Please retain all original packaging materials while the claim is being reviewed.
The 48-hour notification request helps us submit carrier and insurance claims promptly. It does not limit any mandatory consumer rights.
If we confirm that the item was damaged during transportation, defective, incorrect, or materially misdescribed, MagicBear Art will pay the reasonable return shipping costs and applicable return customs charges.
Depending on the nature of the artwork and the customer’s preference, the available resolution may include:
• Professional repair;
• Replacement where an appropriate replacement is available;
• A full refund; or
• Another solution agreed with the customer.
RETURN PACKAGING
Artworks must be packaged carefully to prevent damage during return transportation.
Whenever reasonably possible, customers should use the original carton, protective layers, corner protectors, supports, and other packaging materials supplied with the order.
If the original packaging is no longer usable, please contact us before shipping so that we can provide appropriate packaging guidance.
Damage caused by inadequate return packaging may affect the refundable amount, except where applicable law provides otherwise.
INSPECTION AND REFUNDS
We will normally inspect a returned item within 3 business days after it is received.
We will notify the customer by email whether the return has been accepted and whether any issue was identified during inspection.
For an accepted return, the approved refund will normally be issued to the original payment method within 5 business days after inspection.
After we issue the refund, the customer’s bank, credit-card company, or payment provider may require an additional 5–10 business days to display the funds in the customer’s account. This additional processing period is controlled by the payment provider.
We cannot issue a refund to a different card, bank account, or payment method unless required by the original payment provider or applicable law.
PARTIAL REFUNDS
A partial refund may apply where an item is returned with damage, missing components, missing certificates, or a loss in value caused by handling beyond what is reasonably necessary to inspect it.
Before issuing a partial refund, we will explain the reason and provide supporting information to the customer.
No deduction will be made for reasonable inspection or for damage caused before delivery.
ORDER CANCELLATIONS
Customers may submit a cancellation request before an order has been fulfilled by signing in at:
https://account.magicbear-art.com
Customers may also email:
A cancellation request does not automatically cancel an order. We will review the order status and confirm whether cancellation is possible.
If an order has already been dispatched, it cannot be cancelled and must instead follow the return process described in this policy.
Approved cancellations will be refunded to the original payment method. Custom or personalised work that has already begun may be subject to the exclusions described in Section 4, subject to applicable consumer law.
EXCHANGES
Because many artworks are unique, direct exchanges cannot always be guaranteed.
If you wish to exchange an artwork, please submit a return request. When the return is approved, we will confirm whether the requested replacement is available.
Where a direct exchange is unavailable, the original order may be refunded after the approved return is received and inspected, and the customer may place a new order.
REFUSED OR UNDELIVERABLE SHIPMENTS
If a shipment is returned because the customer provided an incorrect or incomplete address, failed to cooperate with the carrier, or refused delivery without a valid reason, reasonable additional carrier or return costs may be deducted from the refund where permitted by law.
This does not apply where delivery was refused because the item or packaging was visibly damaged, the wrong item was sent, or the seller otherwise failed to fulfil the order correctly.
CONTACT INFORMATION
Trading Name:
MagicBear Art
Seller and Website Operator:
MAGIC BEAR CULTURE AND TECHNOLOGY CO., LIMITED
Email:
Phone / WhatsApp:
+852 6471 3416
Business Hours:
Monday–Friday, 9:00 AM–6:00 PM
Hong Kong Time (UTC+8)Saturday, Sunday and Hong Kong public holidays: Closed