Refund and Returns Policy

Effective Date: September 2026
Last Updated: September 2026

1. Our Commitment

At Artllac we take great pride in the quality of our handmade products. Every piece is carefully crafted and inspected before it leaves our studio. We want you to be completely happy with your purchase.

2. Important Note About Handmade Products

Because all Artllac products are 100% handmade please note:

  • Slight variations in color, texture, and size are natural and not defects
  • Product photos may vary slightly from actual items due to screen display differences
  • These natural variations are part of the beauty of handmade art and are not grounds for return

3. Return Eligibility

3.1 Items Eligible for Return
We accept returns in the following cases:

  • Item arrived damaged or broken
  • Wrong item was delivered

3.2 Items NOT Eligible for Return

Item TypeReturn Eligible
Custom orders❌ No
Personalized items❌ No
Items with minor natural variations❌ No
Items returned after 7 days❌ No
Items without original packaging❌ No
Sale or discounted items❌ No
Digital products❌ No

4. Return Time Frame

You must contact us within 7 days of receiving your order to initiate a return. We cannot accept return requests after 7 days from the delivery date.

5. How to Initiate a Return

Step 1:
Contact us within 7 days of delivery via:

Step 2:
Provide the following information:

  • Your order number
  • Your name and contact details
  • Reason for return
  • Clear photos or video of the item showing the issue

Step 3:
Wait for our team to review your request. We will respond within 24 to 48 hours.

Step 4:
If your return is approved we will provide instructions for returning the item. Items must be returned in their original packaging in the same condition they were received.

Step 5:
Once we receive and inspect the returned item we will process your refund or replacement within 5 to 7 business days.

6. Refund Policy

6.1 Refund Eligibility
Refunds are issued in the following cases:

  • Approved returns for damaged or wrong items
  • Orders cancelled within 24 hours before production begins
  • Items that cannot be replaced or fulfilled

6.2 Refund Method
Refunds will be processed through the same payment method used for the original purchase:

  • Bank transfer refunds within 5 to 7 business days
  • Cash on delivery refunds within 2 to 3 business days

6.3 Partial Refunds
In some cases partial refunds may be issued at our discretion for items that show minor issues not qualifying for full return.

6.4 Non-Refundable Situations
The following are not eligible for refunds:

  • Change of mind after purchase
  • Custom orders once production has started
  • Items damaged by the customer after delivery
  • Minor natural variations in handmade items
  • Shipping charges are non-refundable

7. Exchange Policy

We offer exchanges in the following situations:

  • Wrong size received
  • Damaged item received
  • Defective product

Exchanges are subject to product availability. If the exact item is not available we will offer a refund or store credit.

8. Damaged Items

8.1 Reporting Damage
If your item arrives damaged:

  • Take clear photos or video immediately upon opening the package
  • Contact us within 24 hours of delivery via WhatsApp
  • Do not discard the packaging — we may need photos of it

8.2 Our Response
We will review your case and offer one of the following solutions:

  • Replacement of the damaged item
  • Full or partial refund
  • Store credit

8.3 Courier Damage
If the damage occurred during shipping we will work with the courier company to resolve the issue. We pack all items carefully to minimize damage risk.

9. Custom Order Policy

9.1 No Returns on Custom Orders
Custom orders are made specifically for you and cannot be returned or refunded once production has started. This includes:

  • Custom calligraphy paintings
  • Custom crochet bouquets in specific colors
  • Personalized resin items
  • Custom bedazzled pieces
  • Any item made to your specifications

9.2 Custom Order Approval
Before we begin production on a custom order we will share a brief description or mood board for your approval. Once you approve we cannot accept cancellations or changes.

9.3 Quality Issues with Custom Orders
If your custom order has a genuine quality defect or does not match the approved specifications we will remake the item at no additional cost. We do not offer refunds on custom orders but we will work with you until you are satisfied.

10. Cancellation Policy

10.1 Standard Orders
Standard orders can be cancelled within 24 hours of placement for a full refund. After 24 hours cancellations may not be possible if production has begun.

10.2 Custom Orders
Custom orders cannot be cancelled once production has started. If you cancel before production begins you will receive a refund of your advance payment minus any materials already purchased.

10.3 How to Cancel
Contact us immediately on WhatsApp with your order number to request a cancellation. We cannot guarantee cancellations but will do our best to accommodate requests made promptly.

11. Return Shipping

11.1 Who Pays for Return Shipping
If the return is due to our error (wrong item, damaged item) Artllac will cover return shipping costs.

If the return is for any other approved reason the customer is responsible for return shipping charges.

11.2 Return Shipping Instructions
Items must be:

  • Packed securely in original packaging
  • Sent via a trackable courier service
  • Shipped within 3 days of return approval

We are not responsible for items lost or damaged during return shipping.

12. Store Credit

As an alternative to refunds we may offer store credit that can be used on any future purchase at artllac.com. Store credit does not expire and can be used in full or in part.

13. Contact Us

For any questions about our refund and return policy:

WhatsApp: Your number
Email: info@artllac.com
Website: artllac.com
Response Time: Within 24 hours.
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