Return and Refund Policy at ArtisanWay
At ArtisanWay, our goal is to provide our customers with the highest quality rattan baskets. However, if you are not completely satisfied with your purchase, we offer an easy and fair return and exchange policy. Please refer to the information below regarding our return and exchange process.
Return/Exchange Eligibility
To be eligible for a return or exchange, the product must meet the following conditions:
- The product must be in its original condition, unused, and in its original packaging.
- The product must be returned intact, without signs of damage or use.
- You must provide valid proof of purchase (receipt or order confirmation email).
- Customized or personalized products cannot be returned.
Return/Exchange Timeframe
You have up to 7 days from the date of delivery to request a return or exchange. After this period, we cannot accept return or exchange requests unless the product is defective or has an issue caused by the manufacturer.
How to Return/Exchange a Product
To request a return or exchange, please follow these steps:
- Contact Support: Please contact us to inform us of your return/exchange request, providing your order details and reason for the return. We will send you further instructions.
- Pack Your Product: Ensure the product is carefully packed in its original packaging with the invoice or order information included.
- Ship the Return: After receiving our instructions, please return the product to the address provided. Return shipping costs will be your responsibility.
Non-Returnable Items
The following items cannot be returned or exchanged:
- Customized or Personalized Products: Items made to order or personalized cannot be returned.
- Used or Damaged Products: We do not accept returns for products that have been used or damaged after delivery, unless the product is defective due to the manufacturer.
Exchanges
If you wish to exchange a product, you will need to follow the return process outlined above. Once we receive and accept the returned product, you may place a new order for the replacement item.
Return Shipping and Processing Fees
- Return Shipping Costs: You will be responsible for return shipping costs. We recommend using a tracked shipping service or purchasing insurance for the return package.
- Restocking Fee: A restocking fee of $5.00 USD will apply to each returned order.
Refunds
Once we receive and inspect the returned product, we will notify you of the refund status. If the refund request is approved, the refund will be processed to your original payment method (usually via PayPal). Please note that the refund may take 1-2 billing cycles to appear, depending on your payment method and the bank’s processing time.
Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 48 hours of receiving the item. We will assess the issue and provide a replacement or refund if the product is defective due to the manufacturer.
Dispute Resolution and Issues
We are committed to resolving any disputes and issues fairly and promptly. If you experience any problems with the product or the return process, please contact us and we will assist you right away.