Refund, Returns and Exchanges
At Artnus we do our best to provide the most accurate product descriptions we can. Our sizes are noted on the corresponding product page. We want our customers to know exactly what they are ordering. All our Canvas' are custom made and built by hand to make sure it has the best quality in order to satisfy your needs. Our team works extremely hard to produce the best products for our customers, therefore we STRICTLY DO NOT offer refunds on orders made by mistake, dissatisfaction, or change of mind. Once an order is placed, the item is considered sold.
A Few Things to Note:
- Our return policy lasts 7 days from date of receipt. If 7 days have gone by since you received your products and you have not contacted us, we unfortunately cannot offer you a refund or exchange.
- To complete your return, we require a receipt or proof of purchase.
- Please do not send your product(s) back to the address you received them from. We have multiple warehouses. Wait for our email with the proper US mailing address for returns/exchanges.
- There are certain situations where only partial refunds are granted (if applicable).
- Due to inspection, warehouse, and processing costs a 15% restocking fee will be applied to all orders that are returned. Orders that are being exchanged or items being returned/exchanged due to manufacturers defect will not incur this restocking fee. The fee will be applied to the original order and the remaining balance will be refunded.
Returns (accepted under the following circumstances):
- Damaged Product / Manufacturers Defect
- If the product arrives damaged. Whether due to shipping care or a manufacturer’s defect, we will we ship you a replacement. We will require photo evidence of this via email to email@example.com.
- For MANUFACTURERS DEFECTS we must be notified within 7 days of order delivery.
- Not As Described
- If the product arrives and the customer can prove that it does not match up with the product description. We will honor a refund or exchange for a different item. Please note that we will not refund an item simply because of customer dissatisfaction. We closely vet all our suppliers to ensure a consistently high quality product.
- Product Lost in Transit
- If the product doesn't arrive because it is clearly lost in transit. We can either send you another product or we can refund you 100%. Depending on whether or not the new product will still be arriving within the 15-30 day time frame. The customer’s choice! (This will only be implemented after the estimated shipping time range has passed.)
- Ship the product back to us. It might take us up to 5-7 days for us to receive. Once we receive it, we can ship out the newly specified product asap.
Returns & Exchanges ONLY Accepted If Products Meet Following Criteria:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- All tags attached
- No smells other than natural product orders
- No animal or pet hair
- No stretch marks or permanent wrinkles on items with latex
- Original packaging
- Within 7 days of the date you received your initial purchase
How to Return:
- Contact us at firstname.lastname@example.org to obtain an RMA number.
- Please do not return without an RMA Number
- We reserve the right to deny an exchange if the item is clearly worn, not in new condition or does not meet the standards listed above.
- Product Not Received Even Though Tracking Shows Delivered.
- If the postal system tracking shows the product was delivered but you did not receive the product please contact your local post office with tracking information. If they are unable to locate your package contact us and we will reship your order. We cannot offer refunds on orders that show a confirmed delivery.
- Please make sure your address is correct and you are ready to complete your purchase before you buy. Our ordering system is automated and we cannot guarantee that your order will be cancelled if you change your mind. If you ask for a cancellation within 24 hours of your order and we are unable to cancel you may still return your order for a refund. You must pay for return shipping.
Late or Missing Refunds:
- Check your Bank Account
- Contact Credit Card Company
- Processing time USUALLY takes 3-5 business days
- If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
The customer is responsible for paying their own shipping costs for returning an item. Shipping costs are non-refundable.
Depending on your country of origin, it may take anywhere from 3-5 days for US customers or up to 14-21 days for International Customers for your exchanged item to reach you.
If you are shipping we suggest shipping the product back to us with tracking so that if the product is lost in transit, it will be very easy to prove to us that it was indeed shipped back.