Refund policy

Return and Refund Policy
Our policy lasts 30 days. If 30 days have passed since the delivery date, we regret that we cannot offer a refund or return.

Return Policy

We accept returns/exchanges only if the error is on our part.
All products are custom-made based on your specifications (e.g., color, personalization). Due to the nature of personalized orders, we generally do not accept returns.
If an error is confirmed to be our responsibility, photos will be required for verification, and a replacement will be arranged promptly.

Refund Requests

We accept refund requests in the following cases:

  1. Lost or missing items due to delivery failure on our part.

  2. Unfulfilled order cancellation/exchange requests submitted within 12 hours of purchase.

  3. Product variant, appearance, or quality differs from the description on the product page.

  4. Product is faded, damaged, or missing components.

We do NOT accept refunds/returns for:

  1. Lost orders caused by incorrect/incomplete addresses provided by customers.

  2. Undamaged items returned due to a change of mind.

  3. Damage caused by the customer after delivery.

Refund Amount

  • Full refund:

    • Cancellation within 12 hours of purchase.

    • Cancellation before design proofs are sent.

  • Partial refund:

    • Cancellation after design proofs are sent: 5−5−15 design fee (based on complexity).

    • Eligible refunds include shipping costs (if applicable).

Refund Methods

Refunds will be processed via:

  • PayPal

  • Original credit card

Required Actions

To process your request, please:

  1. Provide proof of purchase (digital/physical receipt) or reply directly to your order confirmation email.

  2. State the reason for your refund/return request.

  3. Wait for confirmation (response within 24 business hours, excluding weekends).

    • Do NOT return items until eligibility is confirmed.

If eligible:

  • Return the item to our warehouse at your own cost (lost return shipments are not refundable).

  • For errors on our part, a prepaid shipping label will be provided.

  • Allow 7 business days for inspection after receiving the returned item.

Refund Processing Time

Once your return is approved:

  • Refunds will be credited to your original payment method within 30 days.

  • Currency matches the original payment:

    • Bank transfers: Refund to bank account.

    • PayPal balance: Refund to PayPal.

    • Credit cards: Refund timeframe depends on the card issuer (up to 30 days).

Delayed Refunds

If your refund is delayed:

  1. Check your bank/PayPal account again.

  2. Contact your credit card issuer or bank (processing times vary).

  3. If unresolved, email us at service@artiloox.com.

Note: This policy applies only to purchases made directly through our official channels.