Refund & Return Policy
ARTESPIRIT (PVT) LTD – Refund & Return Policy
At ARTESPIRIT (PVT) LTD, we take pride in crafting and delivering high-quality Sri Lankan art and cultural artifacts to customers worldwide. Every product is uniquely handcrafted with attention to detail, ensuring that our customers receive only the finest pieces. However, we understand that certain situations may necessitate refunds or returns. This policy outlines our approach to handling such cases while ensuring a fair and transparent process.
1. Eligibility for Returns & Refunds
We accept returns and refunds under the following circumstances:
• Damaged or Defective Items: If your item arrives damaged or defective, we offer a replacement or refund upon verification. Damage includes visible breakage, cracks, or major imperfections that affect the product's usability or aesthetic.
• Incorrect Items: If you receive the wrong item due to our error, we will arrange for the correct product to be sent at no additional cost or offer a refund if the correct product is unavailable.
• Lost Shipments: If your order is not delivered within 45 business days (excluding customs delays), we will initiate an investigation with the shipping provider and provide a replacement or refund if the shipment is confirmed as lost.
• Significant Product Discrepancies: While slight variations in handcrafted products are expected, if the received item significantly deviates from the product description or images (e.g., different size, material, or design), a return or refund may be applicable.
Due to the handcrafted and unique nature of our products, we do not accept returns for reasons such as change of mind, buyer’s remorse, or minor variations in color, texture, or dimensions, as these are inherent to handmade items.
2. Return & Refund Request Process
To initiate a return or refund request, please follow these steps:
1. Contact Us: Email support@artespirit.com within 7 days of receiving your order with the following details:
o Your order number
o Clear photos of the damaged, defective, or incorrect product
o A description of the issue
2. Review & Verification: Our support team will assess your request and respond within 3 business days. We may request additional details or photos for further clarification.
3. Return Authorization (if applicable): If a return is required, we will provide instructions, including the return shipping address and any special handling requirements.
4. Return & Inspection: Once we receive the returned item, we will inspect it and confirm eligibility for a refund or replacement. Customers will receive email updates regarding the return status.
5. Refund Processing: If approved, refunds will be issued within 7 – 10 business days via the original payment method. Customers will receive a confirmation email once the refund is processed.
3. Return Shipping Guidelines
• If the return is due to our error (damaged, defective, or incorrect item), we will cover the return shipping cost and provide a prepaid return label where applicable.
• If the return is due to customer preference or non-qualifying reasons, the customer is responsible for return shipping fees, and the original shipping cost (if applicable) will not be refunded.
• Customers must return items in their original packaging with all included accessories (e.g., product tags, certificates, or authenticity documents) to qualify for a refund or replacement.
• We recommend using a trackable shipping service to ensure safe and documented delivery. ARTESPIRIT (PVT) LTD is not responsible for lost or damaged return shipments.
4. Non-Refundable & Non-Returnable Items
Certain items are not eligible for returns or refunds, including:
• Personalized or Custom Orders: Products that have been customized according to the customer’s request (e.g., engraved items, special-order sculptures, or bespoke artwork) are final sale.
• Items with Minor Variations: Handmade items may have slight differences in design, size, or texture, which are part of their authenticity and uniqueness. These do not qualify as defects and are not eligible for returns.
• Final Sale or Clearance Items: Items marked as final sale, clearance, or discounted for defects cannot be returned or refunded.
• Items Damaged by Improper Handling: Damage resulting from mishandling, improper use, or failure to follow care instructions is not eligible for refunds or returns.
5. Refund Processing & Timeframe
• Approved refunds will be credited back to the original payment method within 7 – 10 business days.
• Refund timing may vary based on your bank or payment provider’s processing times
• In cases of lost shipments, refunds or replacements will only be processed after a review with the courier service, which may take up to 15 business days.
• If a refund is not received within the expected timeframe, please contact your payment provider first as it’s likely due to processing timelines, before reaching out to us for further assistance.
6. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please initiate a return (if eligible) and place a new order for the desired product. Availability of replacement items is not guaranteed.
6. Contact Us
For any inquiries related to payments, please reach out to us:
ARTESPIRIT (PVT) LTD
No. 149, Sri Wickrama Rajasinhe Road, 4th Kurana, Negombo, Sri Lanka
Email: support@artespirit.com
Website: www.artespirit.com