Refund policy

ArtXover is committed to delivering authentic, high-quality limited edition collectibles with a seamless and secure shopping experience. Due to the exclusive nature of our products, our refund policy is designed to be fair and transparent, protecting both buyers and the integrity of our limited edition items.

This Policy applies to purchases made from Art Crossover Limited (“ArtXover”) via our official website. It outlines your options regarding returns and refunds while affirming that your statutory rights under Hong Kong law remain unaffected.

For assistance or to initiate a return, please contact our Customer Service team at cs@artxover.com prior to sending any item back.

1. Returns for Change of Mind
We accept returns for non-personalised items within 14 calendar days of delivery.

Eligibility: To qualify, the item must be unused, in its original condition, and include all original tags and packaging.

Process: To begin a return, please email us at cs@artxover.com with your order number to request authorization and receive instructions. Returns shipped without prior authorization may not be accepted.

Return Shipping: The customer is responsible for the cost of return shipping. We strongly recommend using a tracked and insured shipping service, as ArtXover cannot be held liable for items lost or damaged in transit.

Refund:Upon receipt and inspection of the returned item, we will process your refund to the original payment method. Please see Section 5 for processing timelines.

2. Personalised & Limited-Edition Items
For merchandise sold as a limited edition, buyers are required to select their preferred edition number for each merch product. Following this selection, you may have the option to print your chosen edition number on the physical merchandise.

If you choose to print the edition number, the item is classified as a personalised item. To preserve the exclusivity and value of these collectibles, all items that have been personalised in this manner are considered final sale. As the item is customised uniquely for you, it cannot be resold and is therefore not eligible for return or exchange based on a change of mind.

If you opt not to print the edition number, the item is classified as a standard, non-personalised product. In this case, the standard 14-day change-of-mind return policy outlined in Section 1 applies, provided all eligibility conditions are met.

This policy does not affect your statutory rights if an item is faulty or damaged. Please refer to Section 3.

3. Faulty, Damaged, or Incorrect Items
We are committed to the highest quality standards. Please inspect your order upon delivery.

Notification: Should an item be defective, damaged, or incorrect, you must notify us within 30 calendar days of delivery by emailing cs@artxover.com. Please include your order number and clear photographs or video evidence of the issue.

Process: Once the issue is validated, we will provide a prepaid return shipping label and guide you through the available resolution options.

Resolution: Depending on the circumstances, you may choose a repair, replacement (subject to availability), or a full refund. For refunds issued on faulty items, the original standard shipping cost will also be reimbursed.

This policy is in addition to any longer statutory warranty periods you may be entitled to under Hong Kong law.

4. How to Request a Refund
To submit a refund request, please email cs@artxover.com and provide the following details:

- Your Order Number
- Name of the Item(s) to be refunded
- Your Preferred Refund Method (Original Payment Method or ArtXover Store Credit)
- Your Contact Details (Email & Phone Number)

Our team will review and process your request within 48 business hours and provide further instructions.

5. Refund Processing
Inspection: Authorized returns are typically inspected and approved for refund within 2 business days of receipt at our facility.

Timeline: The complete process, from our receipt of the item to the issuance of the refund, may take 10-14 business days.

Method: All refunds are processed in HKD to the original payment method. The time required for the refund to be posted to your account depends on your financial institution's processing times, which typically take 5-10 business days.

Charges: ArtXover is not responsible for any bank fees or differences arising from currency exchange fluctuations.

6. Non-Returnable Items
We reserve the right to refuse a return or exchange if the item does not meet our eligibility conditions, including if it:

- Was returned without prior authorization from our Customer Service team.
-Is received after the 14-day return period has expired.
- Shows signs of use, wear, alteration, or damage not present at the time of dispatch.
- Is missing original tags, packaging, documentation, or any included parts.
- Was purchased at a special event or pop-up store (unless faulty).

Unauthorized returns may be refused or returned to the sender at the sender's expense.

7. Policy Enforcement
ArtXover reserves the right to make the final determination regarding the eligibility of any return or refund, in accordance with the terms of this policy and Hong Kong consumer law.

8. Language & Precedence
This policy is provided in both English and Chinese. In the event of any discrepancy or inconsistency between the two versions, the English version shall prevail.

9. Policy Updates
ArtXover may update this Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The most current version will always be posted on this page.

Date of Last Update: September 2, 2025