Legal

The Mae Guarantee

Updated: July 21, 2026

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 eligible transactions up to €10,000. For transactions over this amount, our team is still here to support you in finding the best resolution.

Eligibility

To be covered by the Mae Guarantee, you must:

Complete your entire transaction, including communications, through one of Mae’s secure checkout methods (for example Purchase, Make Offer, or Make Offer in Inquiries). The Guarantee applies to “Online Purchases” as described in our Condition of Sale.
Report the issue to Mae within 7 days of delivery. Items with authenticity concerns benefit from an extended window and must be reported within 180 days of delivery.
Provide any requested photographic evidence of the issue (including the artwork and original packaging).
Keep all internal and external packaging in case it is needed for inspection or an insurance claim.
If given the option, require a signature to receive your item.

You are not eligible if:

You want to return an item that is not damaged and is accurately described;
You pay the seller directly outside of Mae;
You arrange your own shipping or collection from the gallery in a way that excludes Mae’s covered flow;
You do not provide evidence reasonably requested for Mae to investigate your claim.

Investigation process

Reach out to Trust & Safety at hello@mae.community with your order number, a description of the issue, and photo evidence where applicable.
Mae will assess whether the item is significantly not as described. You can typically expect a response within 1–2 business days.
We will work with you and the seller toward the best resolution (refund, partial refund, restoration, exchange, or other remedy).

Tips for photo evidence

Include close-ups of the issue and images of the artwork as a whole.
Include inner and outer packaging — essential for shipping claims.
Clear, well-lit photos or short video help us assess condition, file carrier claims, and seek restoration advice.

Extended authenticity protection

In the rare case you discover a work is inauthentic, Mae offers 180 days after delivery to report the issue. Extended Authenticity Protection may 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, that were actually produced posthumously by the estate;
Gross misrepresentations with a significant impact on value, as assessed under the Condition of Sale.

Authenticity Protection does not automatically cover every factual detail (for example edition size, signature nuances, or exact measurements). Listings using “Attributed to” or similar language signal uncertainty and are generally outside Authenticity Protection.

Relationship to other terms

The Mae Guarantee is part of Mae’s commerce program and is administered at Mae’s reasonable discretion in line with the Condition of Sale and Terms of Use. It does not limit mandatory consumer rights you may have under applicable law.

Contact

Maecenarts UG
Legiendamm 14, 10179 Berlin, Germany
hello@mae.community