Defective Items

Whilst we carefully inspect all products prior to shipment, mistakes can still occur. If you believe you have received a defective item(s), please contact us within 7 days of receiving your item(s) and we will replace your defective item(s) free of charge. You will not incur any customs fees/taxes during the shipment of the replacement item(s). If the replacement item(s) is out of stock, we will offer you the choice of an alternative full priced item(s) of equivalent value or refund.

Please contact us through our Contact Us page describing the issue, along with providing photographic evidence. Please select “defective item(s)” in the drop-down list of the contact us page to ensure your inquiry is processed swiftly. We will send out the replacement item(s) without you needing to send us the defective item(s) back. If we require the defective item(s) to be sent back to us, we will cover the return shipping charges.

Returns & Exchanges

Who is eligible for a return/exchange?

To be eligible for a return or exchange, you must contact us within 30 days of receiving your item(s).

• The 30-day period will commence once the tracking updates indicate the parcel has been delivered. No returns or exchanges will be provided after this.
• If you have damaged or added any visible wear and tear to the product, you will not be eligible for a return/exchange.
• The item(s) needs to be dispatched back to us within 14 days of your return/exchange being approved. Failure to comply will result in the return/exchange request being denied.

How to initiate a return/exchange

If you would like to return or exchange an item(s), please use our Contact Us page and we will be able to assist you. Please select “returns/ exchange” in the drop-down list of the contact us page to ensure your inquiry is processed swiftly.

Important: Returned item(s) must be in new, unused condition with all original packaging and tags. If not, the return may be denied, or up to 100% of the item’s value may be deducted from the refund, depending on the condition.

Returning your item(s) to us for a refund/exchange

Return fees are follows:

• USA customers: Will incur a flat rate return shipping fee of US$12. Once we receive payment of the return shipping fee, we will provide you a return label.
• All other customers: We will provide a DHL return label, the cost of which will vary depending on location (customer to pay).
  

When will you receive your refund?

Exchanges are a lengthy process which involve a review of the item(s), hence, please allow for 3-5 business days for us to process the return/exchange after we have received the item(s).

All refunds will be processed using the same method as the original payment and a confirmation email will be sent once a refund has been issued.

Are shipping fees refundable?

The original shipping charges incurred at the time of placing your order, or any taxes/customs/duties/handling fees are not refundable.

Free or discounted promotional items

If you receive a free or discounted item specifically tied to another product (for example, “buy X and get Y free,” or “buy X and get Y% off Z”), those items must be returned together in order to receive a full refund. If you keep the free or discounted item while returning its paired product, we may deduct the item’s full retail price from your refund. This policy does not apply to storewide discounts or similar offers that apply to the entire purchase rather than to individual items.

What is the process for an exchange?

If you wish to exchange, you’ll receive a refund for the original item(s) once returned, and you can place a new order for the replacement(s). You can also order the replacement(s) before returning your item(s).

Note: Artem Straps reserves the right to deny a return or exchange if the item(s) does not meet the criteria outlined above.