Exchange Policy

Exchange Policy

All products at the The Open Auction website are offered as made-to-order/customizable items via an open auction or fixed priced format. As such, all sales are deemed to be final and exchanges or refunds will be issued only in the cases provided by Law and with the exception of the following instances:

Incorrect Item Received

Items shipped in error will be replaced with the originally ordered product. Please accept our apologies and contact Customer Service within 7 days of receiving your item by email at customerservice@theopenauctions.com . Instructions will be provided on how to return the incorrect item and the correct item will be dispatched as soon as possible. If for whatever reason we are unable to fulfill the original order, we will arrange a refund to the original payment method covering the full amount of the original purchase price, including any delivery charges.

Damaged or Faulty Item Received

If you have received a faulty or damaged item, please contact Customer Service within 7 days of receiving your item by email at customerservice@theopenauctions.com . Instructions will be provided on how to return the damaged or faulty item, which will be repaired to its original condition or replaced, if possible, and re-delivered as soon as possible. If we are unable to repair or replace your item, we will arrange for a refund to the original payment method covering the amount of the original purchase price, including any delivery charges. Note: It is helpful to provide photos when contacting Customer Service with a damage claim to assist with the process.

Collection of Items

If you received the wrong item or it was faulty or damaged in transit, we will arrange to have your item collected at no charge to you. Please contact Customer Service team by email at customerservice@theopenauctions.com and Customer Service will make the necessary arrangements.

We request that you take reasonable care of the goods when opening our packages and assessing the suitability of the goods. All goods must be returned to us unused, in suitable packaging to ensure the goods will not be damaged in transit, together with all original product packaging. Please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods. Please make sure that your return package is packed and sealed securely.

Refunds

Any refunds will be processed by us within 10 days of approval. Refunds will be made to the original payment card used, however, please clarify with your payment provider or bank how long they will take to process the refund as this is beyond our control.

Note: Your statutory rights are not affected by this policy.

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