Return & Refund Policy

Effective Date: 9 June 2026

At Homessence Group, we take great pride in the craftsmanship and uniqueness of our products. Before initiating a return, we want you to have a clear understanding of how our products are made and appreciate the intricate process behind them.

1. “All Sales Are Final” Institutional Framework

Due to the elite, high-value nature of investment-grade cultural assets, fine art portfolios, and the bespoke contractual frameworks established with our internationally managed artists, HE Group enforces a strict policy across all global transactions: All sales are final. Once a private sale invoice is executed, a commission deposit is paid, or an acquisition transaction is finalised, the transaction cannot be cancelled, and items cannot be returned, refunded, or exchanged.

2. Statutory Legal Carve-Outs

• Consumer Protection Compatibility: Nothing within this policy is intended to limit, exclude, or restrict your rights under the New Zealand Consumer Guarantees Act (CGA) or equivalent consumer protection regulations within the buyer’s local jurisdiction, provided such statutes are legally non- excludable to the specific transaction.
• Remediation Protocol: If a court of competent jurisdiction determines that a return or refund is legally mandated, the asset must be returned to HE Group in its exact, original, unaltered condition, accompanied by all original certificates of authenticity and provenance dossiers.

3. Custom Commission Allocations

Deposits and milestone payments allocated towards custom art commissions are immediately utilised to secure artist materials, reserve studio time, and compensate talent across our global network (including India). Consequently, these financial allocations are entirely non-refundable under any operational circumstances.

4. Shipping, Transit Insurance & Risk Liability

Effective Date: 9 June 2026

1. Coordinated Insured Transit

HE Group oversees specialised, white-glove global transport logistics for all fine art assets, navigating transcontinental corridors linking our artists, corporate facilities, and global patron networks (including Dubai, Singapore, London, Zurich, and New York). HE Group coordinates fully comprehensive transit insurance coverage for every shipment arranged through our logistics networks.

2. Exact Moment of Risk Transfer

• The Legal Boundary: Notwithstanding the payment of insurance premiumsby HE Group, the legal risk of physical loss, theft, structural degradation, or accidental damage to the asset transfers definitively from HE Group to the Buyer strictly upon confirmed delivery by the specialised carrier to the Buyer’s designated delivery address, corporate office, or private customs
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• Pre-Delivery Claims: HE Group maintains full liability for the asset during the active window of physical transit. Any claims for loss or destruction prior to delivery will be managed through HE Group’s corporate insurance policy.

3. Mandatory 24-Hour Damage Notification Protocol

• The Inspection Window: Upon receipt of the high-value asset, the Buyer or their authorised representative must immediately inspect the packaging and the physical artwork.
• Reporting Requirements: In the highly exceptional event of transit damage, the Buyer must file a formal written report with HE Group at our Auckland headquarters within twenty-four (24) hours of confirmed delivery.
• Evidentiary Thresholds: The written report must contain high-resolution photographic and videographic evidence detailing the external packing degradation and the internal physical artwork damage. Failure to notify HE Group within this strict 24-hour window invalidates the transit insurance claim framework, and the Buyer will be deemed to have accepted the asset in pristine, faultless condition.