Buyer Protection
Returns Policy
We want every purchase on Signo to be a great experience. If something goes wrong, here's exactly how we handle it.
How escrow protects you
When you purchase artwork on Signo, your payment is held securely by Stripe — our payment processor. The artist doesn't receive the funds until you confirm delivery and the 48-hour inspection window closes. If anything goes wrong, your money is safe.
Damaged in Transit
Full refund. No return required.
If your artwork arrives damaged, we'll issue a full refund. You don't need to send it back — we know that's impractical with a damaged piece.
What to do:
- Take clear photos of the damage (the artwork and the packaging)
- Go to your order page and raise a dispute within 48 hours of delivery
- Upload the photos as evidence
- We'll review and process your refund within 1-2 business days
The artist can claim shipping insurance for damage in transit — this doesn't affect your refund.
Not as Described
Return required. Full refund on receipt.
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:
- Raise a dispute through your order page within 48 hours of delivery
- Describe the discrepancy and include photos comparing the listing vs. what you received
- If we agree the item is not as described, we'll approve the return
- Ship the artwork back to the artist at your cost (we'll provide the address)
- Once the artist confirms receipt, your refund is processed within 1-2 business days
We review each case individually. Minor differences due to monitor calibration or the inherent nature of handmade art (slight texture variations, etc.) are generally not grounds for a return.
Changed Your Mind
Before shipping
If the artist hasn't shipped yet, you can cancel within 24 hours of purchase for a full refund. Contact us or raise a cancellation through your order page.
After shipping
Once the artwork has been shipped, the sale is final. We can't offer refunds for change of mind on shipped items — the artist has already packed and posted the work.
We encourage you to carefully review the listing photos, dimensions, and description before purchasing. If you have questions about a piece, message the artist directly before buying.
Digital Downloads
All sales of digital artworks 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 won't open or is incomplete, contact us and we'll either provide a working file or issue a refund.
How to Raise a Dispute
Go to your order page (My Orders → select the order)
Click "Raise a Dispute" — this must be done within 48 hours of delivery
Select the reason, describe the issue, and upload supporting photos
Our team reviews the dispute and responds within 1-2 business days
Refund Timeline
Refund timing depends on your bank or card issuer. Signo processes refunds promptly, but your financial institution may take additional time to credit your account.