Returns & Refunds
We want you to be happy with your purchase from Artisan Goods. If you change your mind, order an item by mistake or decide that a product is not right for you, you may return eligible items in accordance with the policy below.
This policy is in addition to your statutory rights, including your rights where goods are faulty, damaged, not as described or not fit for purpose.
Change of Mind Returns
If you wish to return an item because you have changed your mind or ordered it by mistake, please email support@artisangoods.co.uk within 14 days of receiving your order to tell us that you wish to return it.
You then have a further 14 days from the date you notify us to return the item. This means that, provided you notify us within the first 14 days, you may have up to 28 days from receiving your order to complete the return.
We will provide you with a Returns Form and instructions explaining where and how to return your item. Please do not return products directly to the manufacturer or supplier unless we specifically ask you to do so.
Condition of Returned Items
Please take reasonable care of products while they are in your possession. You may inspect an item as you would reasonably be able to do in a shop but products should not be used beyond what is necessary to establish their nature, characteristics and function.
Where possible, items should be returned complete, with their original packaging, accessories, instructions and any other items supplied with them. We may reduce the amount refunded if the value of an item has been reduced as a result of handling beyond what is reasonably necessary to inspect it.
Items That Cannot Normally Be Returned
Some products are exempt from the normal right to cancel or return once certain conditions apply. These may include:
- Personalised, bespoke or custom-made products.
- Perishable goods or products that deteriorate or expire rapidly.
- Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
- Earrings and other hygiene-sensitive products where the protective or hygiene seal has been removed or the product has been used.
These exclusions do not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.
Faulty, Damaged or Incorrect Items
If an item arrives damaged, faulty or incorrect, or an item is missing from your order, please contact us as soon as possible at support@artisangoods.co.uk. Providing photographs of the item and packaging where appropriate can help us resolve the matter more quickly.
Where goods are faulty, damaged, not as described or otherwise do not meet your statutory rights, we will provide an appropriate remedy in accordance with UK consumer law. Depending on the circumstances, this may include a refund, repair or replacement.
Your statutory rights in relation to faulty or misdescribed goods are not limited by the 14-day change-of-mind return period described above.
Exchanges
If you would prefer to exchange an eligible item rather than receive a refund, please let us know when you contact us. Exchanges are subject to product availability. If the requested replacement is unavailable, we will arrange a refund where applicable.
Return Postage
If you are returning an item because you have changed your mind or ordered it by mistake, you are responsible for the cost of returning it to us unless we agree otherwise.
If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs or provide an appropriate method of returning the item.
When arranging your own return, we recommend obtaining proof of postage. For higher-value items, you may wish to use a tracked and appropriately insured delivery service.
Refunds
Once your return has been received, we will inspect it and process any refund due. Refunds will normally be made to the original payment method.
For eligible change-of-mind cancellations, we will refund the price paid for the returned goods together with the cost of our standard delivery service where applicable. If you selected a more expensive delivery service, such as express delivery, the additional delivery cost is not refundable.
We will process your refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide satisfactory evidence that you have sent them back.
Late or Missing Refunds
After we have issued a refund, your bank or card provider may take additional time to credit it to your account. If you have not received your refund after allowing a reasonable processing period, please contact your bank or card provider first. If you still need assistance, please email support@artisangoods.co.uk.
Items Sent to You in Error
If you receive an item that you did not order, please contact us as soon as possible. We will arrange an appropriate method for returning it, which may include collection or a prepaid return label. You will not be responsible for reasonable return costs for goods sent to you in error.
How to Start a Return
To request a return, exchange or assistance with a faulty, damaged or incorrect item, please email support@artisangoods.co.uk with your order number and details of the item you wish to return.
We will send you the appropriate return instructions. Please wait for these instructions before sending your item, as the correct return address may depend on the product or supplier.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.