The provision of goods and services by madebyartisans is subject to availability.
If a product is damaged, broken, expired, incorrect, does not fit etc. upon delivery, you must inform us in writing via our Contact Form within one working day of receiving it. We will require the following information to assess if the return is related to damage or an error:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
- replace the product (if available); or
- issue a refund voucher for the purchase price of the product or
- issue a refund (using the same method of payment you originally used for the purchase).
Products are sold with a 7 day satisfaction guarantee. If you are not completely happy with a product that you received, you can contact us within 7 days of receipt with the reason of dissatisfaction. If the product is in its original sealed state and/or unworn we will issue a return number and a return delivery address. Shipping costs for the return will be for your account. Unfortunately foodstuffs, beverages, health products such as face masks and items for daily consumption cannot be returned for this reason and nor any custom-made products.
Upon receipt, we will inspect the item and if it is in its original sealed state and/or unworn / unused, we will issue a gift voucher to the value of the product. If you prefer an exchange (i.e. different size, colour, style, brand) then we will send you the replacement item at no shipping cost to you. We can only offer an exchange with no shipping cost once, should the exchanged product still not be suitable for whatever reason, then any future returns or exchange shipping costs (both directions) would be for your account. Returns or refunds are not offered on underwear, women's swimming costume bottoms, or on-sale and custom-made items.
If you have opened and used the product and are not satisfied for whatever reason, we will pass your feedback onto the supplier of the product. The supplier's remedy is then up to their own discretion and madebyartisans itself will not be held responsible for issuing a credit. The same returns process as mentioned above applies.
