Returns & Refunds policy

At GREAT WEST GLOBAL LIMITED, we take pride in providing authentic and high-quality antiquities and collectibles. We understand the importance of trust in this industry and are committed to resolving customer concerns in a fair and transparent manner. This refund policy outlines the conditions under which refunds, returns, or exchanges may be granted and the procedures for handling these requests.

1. Purpose and Scope

This policy applies to all products purchased directly through GREAT WEST GLOBAL LIMITED, including antiquities, collectibles, and any related merchandise. The policy ensures clarity regarding returns, refunds, and exchanges while upholding the integrity of our offerings.

2. Refund Eligibility Criteria

Refunds or returns may be granted under the following circumstances:

A. Authenticity Guarantee

1. All items sold by GREAT WEST GLOBAL LIMITED are accompanied by provenance documentation or certificates of authenticity (where applicable).

2. If an item’s authenticity is disputed, the buyer must provide written verification from an independent, recognized expert within 30 days of receipt.

3. If authenticity cannot be verified, GREAT WEST GLOBAL LIMITED will provide a full refund, including the original shipping cost.

B. Damage During Shipping

1. Items that arrive damaged must be reported within 48 hours of delivery.

2. Photographs of the damaged item and packaging must be submitted with the claim.

3. Upon validation, customers may choose between a full refund, exchange, or repair at no additional cost.

C. Item Not as Described

1. If an item is materially different from its description, customers may request a refund or exchange within 14 days of receiving the product.

2. "Materially different" includes discrepancies in size, material, or provenance as described. Minor variations due to the nature of antiquities are excluded.

D. Defective Products

If the product is defective (e.g., due to unforeseen structural issues or deterioration not disclosed at the time of sale), the buyer must notify us within 14 days for a refund or replacement.

3. Non-Refundable Products

Certain items are not eligible for refunds, including:

1. Custom or Commissioned Items: Items specifically tailored or created for a customer’s request.

2. Final Sale Items: Items sold under a "final sale" or heavily discounted pricing.

3. Digital Products: Downloadable content, digital certificates, or appraisals.

4. Neglected Items: Items damaged after delivery due to improper handling, storage, or care by the buyer.

4. Returns and Exchanges

A. Conditions for Returns

1. Items must be returned in the same condition as received, with all original documentation, certifications, and packaging.

2. Any tampering with the item or documentation (e.g., removal of labels, restoration attempts) voids eligibility for returns or refunds.

B. Exchange Policy

1. Exchanges are allowed if the customer prefers an alternative item of equal or higher value.

2. The customer is responsible for any price difference and additional shipping fees.

3. Exchange requests must be submitted within 14 days of receipt.

5. Process for Refunds and Returns

A. Initiating a Request

1. Contact us via email or phone to initiate the refund or return process. Provide:

   • Order details (order number, item description).

   • Reason for the request, with supporting evidence (e.g., photos, expert opinions).

2. If the request meets eligibility criteria, we will issue a Return Merchandise Authorization (RMA) number.

B. Shipping the Item Back

1. Items must be securely packaged and shipped with tracking and insurance to avoid further damage.

2. Return shipping is the customer’s responsibility unless the refund is due to damage, defect, or an error on our part.

C. Inspection and Refund Issuance

1. Returned items are inspected within 5 business days of receipt.

2. Approved refunds are processed within 7-10 business days to the original payment method or as store credit, based on the customer’s preference.

6. Restocking Fees

1. A 10-20% restocking fee applies for discretionary returns or buyer’s remorse.

2. The fee may be waived for exchanges or returns due to errors or defects.

7. International Orders

1. Customs and Duties: Refunds exclude customs duties or taxes incurred during shipping.

2. International Returns: The customer is responsible for all return shipping fees and customs clearance.

8. Disputes and Resolutions

1. In cases of authenticity disputes, independent third-party verification may be required.

2. If a resolution cannot be reached, we may involve an industry-standard mediation or arbitration process.

9. Limitations of Liability

1. GREAT WEST GLOBAL LIMITED is not responsible for delays caused by shipping carriers or customs.

2. Refunds will not cover incidental costs such as display materials, framing, or external appraisals unless authorized.

10. Customer Support

Our team is here to assist with any concerns. Please contact us using the details below:

• Email: info@greatwestantiquities.com

• Phone: +1 (289) 272-3356

• Office Hours: Monday-Friday, 9:00 AM to 5:00 PM (local time).

11. Updates to This Policy

GREAT WEST GLOBAL LIMITED reserves the right to update or modify this refund policy at any time. Customers will be notified of any significant changes prior to implementation.