Refund Policy

Automatic refunds

You don't need to ask for a refund in these cases. It starts automatically:

• The piece sold before your payment arrived. When you start checkout we hold your items for 15 minutes. If your payment lands after the hold ends (a slow bank transfer, for example) and someone else has bought the piece in the meantime, your order is refunded in full.
• The amount paid doesn't match the order. If Paystack reports a different amount or currency from your order total, we don't accept the payment and refund it in full.

In either case your order page will show Refunded. If it shows Needs refund, the refund hasn't gone through yet and we're dealing with it.

Cancelling before your order ships

You can cancel any time before your order is marked as shipped, including after you've seen the delivery quote. Email hello@ioche.art with your order reference. We'll cancel the order and refund the full amount you paid at checkout. If you've already paid us for delivery, we refund that too.

We may also cancel and fully refund an order ourselves if we can't deliver to your address, or if an item turns out to be unavailable or damaged in the studio before dispatch.

Damaged or wrong items

If your artwork arrives damaged, or isn't what you ordered, email us within 48 hours of delivery with your order reference and photos of the artwork and the packaging. Please keep all the packaging until we've sorted it out. We'll offer a repair, a replacement print where one is available, or a full refund including delivery, and we cover any return costs.

Returns after delivery

If you change your mind, you can return an original or a print within 7 days of delivery. It must be in the condition you received it, in its original packaging. Email us first to arrange the return. You pay for the return delivery and the delivery charge you paid originally isn't refunded. Once the piece is back in the studio and we've checked it, we refund the artwork price.

We can't accept returns of commissioned work, or of anything sent back without notice.

How refunds are paid

• Refunds are made through Paystack to the card or bank account you paid with. We can't refund to a different card or in cash.
• Paystack processes a refund after we start it. Once it's processed, Paystack says it can take up to 10 business days for the money to reach your account, depending on your bank.
• If you paid by bank transfer, Paystack sometimes can't tell which account to refund. If that happens we'll ask you for your bank account details so the refund can go through.
• Refunds are made in naira (NGN), the currency you were charged. If you paid with a card in another currency, your bank converts the refund, and the rate may differ from the one on your original payment.
• Delivery charges paid directly to us outside the website are refunded directly by us, not through Paystack.

Payment problems

If money left your account but your order page doesn't show Paid after a few minutes, keep the page open or come back to it later. We check with Paystack until the payment is confirmed. Late payments are either accepted or refunded automatically, as described above. If you're still unsure after a day, email us with your order reference and the Paystack receipt.

Questions

Email hello@ioche.art. See also our Shipping Policy and Terms of Service.