Buyer Protection
Returns, refunds & disputes.
Every purchase on Signo is held in escrow until you confirm delivery. If anything goes wrong on arrival, here is exactly what happens. In plain language.
How escrow protects you
“Your payment is held securely by Stripe. The artist only receives the funds when you confirm delivery, or after the 48-hour inspection window passes without a dispute.”
Scenario · 01
Damaged in transit
A full refund, no return required.
If your artwork arrives damaged, we issue a full refund. You do not need to post anything back. We know that's impractical with a damaged piece.
What to do
- 01Photograph the damage: the artwork and the packaging.
- 02Open a dispute on your order page within 48 hours of delivery.
- 03Upload the photographs as evidence.
- 04We review and process your refund within 1–2 business days.
The artist may claim shipping insurance separately. This does not affect your refund.
Scenario · 02
Not as described
A full refund on return.
If the artwork differs materially from the listing (wrong size, different colours, different medium, or significantly different from the photos) you can return it for a full refund.
What to do
- 01Open a dispute through your order page within 48 hours of delivery.
- 02Describe the discrepancy and upload comparison photos.
- 03If we agree the work is not as described, we approve the return.
- 04Ship the work back to the artist at your cost (we provide the address).
- 05Once the artist confirms receipt, your refund is processed within 1–2 business days.
We review every case individually. Minor differences arising from monitor calibration or the inherent qualities of handmade work are not grounds for return.
Scenario · 03
Damaged or not as described
This is what escrow is for.
If your artwork arrives damaged, or is materially different from the listing photos and description, raise a dispute within 48 hours of confirming delivery.
You will be asked to upload:
- 01Clear photographs of the damage or discrepancy from multiple angles
- 02Photographs of the packaging as it arrived
- 03For higher-value works, a short video walkthrough of the work and packaging
We will review your dispute within 1–2 business days, considering your evidence alongside the artist's pre-shipping documentation. If your dispute is upheld, we will work with you and the artist to reach a fair outcome, which may include a return and refund, or a refund without return depending on the circumstances.
Damaged or misrepresented work is the artist's responsibility. You will not be asked to cover return shipping in these cases.
Signo reserves the right to investigate disputes thoroughly and to refuse service to accounts showing a pattern of unsubstantiated claims.
Scenario · 04
Changed your mind
Before shipping, yes. After, the sale is final.
Before shipping
Cancel within 24 hours of purchase for a full refund, provided the artist has not yet shipped.
After shipping
Once the work has been shipped, the sale is final. We do not accept change-of-mind returns. The artist has already packed and posted the piece.
Please review the listing photos, dimensions and description carefully before purchasing. If you have questions about a piece, message the artist directly first.
This policy does not affect your rights under Australian Consumer Law. If your artwork arrives damaged or is materially different from the listing, see Scenario 03 above.
Scenario · 05
Digital downloads
All digital sales are final.
Due to the nature of digital files, we cannot offer refunds once the download link has been accessed.
The exception is corrupted or inaccessible files. If you receive a file that will not open, contact us and we will either provide a working file or issue a refund.
Raising a dispute
Four steps, within 48 hours.
- 01Go to your order page (My Orders → select the order).
- 02Click "Raise a Dispute". This must happen within 48 hours of delivery.
- 03Select the reason, describe the issue, upload supporting photographs.
- 04Our team reviews the dispute and responds within 1–2 business days.
Refund timeline
Start to settlement.
- Dispute review
- 1–2 business days
- Refund processing (after approval)
- 1–2 business days
- Funds back to card / bank
- 3–5 business days
- Total estimated time
- 5–9 business days
Refund timing ultimately depends on your bank or card issuer. Signo processes refunds promptly, but your financial institution may take additional time to credit your account.
Still unsure?