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If your work is meaningfully not as described, inauthentic, does not arrive, or arrives damaged, we will work with you to find the best resolution, including getting your money back. In some instances, a partial refund, restoration, or exchange may be the best resolution. Mae’s Guarantee covers transactions up to €10,000. For transactions over this amount, our team is still here to support you in finding the best resolution.
To be covered by the Mae Guarantee, you must:Complete your entire transaction, including all communications, through one of Mae’s secure checkout methods, which include Purchase, Make Offer, and Make Offer in Inquiries. The Mae Guarantee only applies to “Online Purchases” as further described in our Conditions of Sale. Report the issue to Mae within 7 days of delivery. Items with authenticity concerns benefit from an extended reporting window and must be reported within 180 days of delivery. Provide any requested photographic evidence of the issue (including the artwork and the original packaging). Keep all the internal and external packaging in case it’s needed for inspection in the event of an insurance claim. If given the option, require a signature to receive your item.You are not eligible for the Mae Guarantee if:
- You are looking to return an item that is not damaged and accurately described.
- You pay the seller directly outside of Mae.
- You arrange your own shipping or collection from the gallery.
- You do not provide evidence as requested for Mae to investigate your claim.
Reach out to our Trust & Safety team at hello@mae.community to report an issue. Be sure to include your order number and an overview of your concerns, including photo evidence where applicable. Mae will determine whether your item is significantly not as described. You can expect to hear back from our team within 1-2 business days. We will work with you and the seller to find the best resolution.
Having clear, high-quality photos of your concerns will greatly help us investigate. We use your photos to assess the artwork, review condition, file shipping claims, and/or source restoration advice.Include images or video footage that shows the issue(s) close-up, as well as the artwork as a whole.Include images of the inner and outer packaging; these are crucial for shipping claims.
In the rare case that you discover a work is inauthentic, Mae offers 180 days after delivery to report the issue to us. Extended Authenticity Protection will cover:Fake/fraudulent works and unlicensed reproductions inaccurately listed as “By” the artist.Works listed as “By” the artist, with a creation date within the artist’s lifetime, but were actually produced posthumously by the artist’s estate.Gross misrepresentations which have a significant impact on the value of the work - as defined by Mae’s Conditions of Sale.Authenticity Protection does not apply to other facts about the work (e.g., edition size, signature information, artwork size).In some cases, the author of a work may be unclear or difficult to ascertain with certainty, and sellers may list these items as “Attributed to” an artist (for example, “Attributed to Pablo Picasso.”) These attributions signal that there is uncertainty about the work’s author, and as such Mae’s Authenticity Protection does not cover them.
If you have any questions, concerns, or complaints regarding this Agreement, we encourage you to contact us using the details below: hello@mae.community
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