Whilst all our products are thoroughly inspected prior to shipment, mistakes can still occur and faults can get overlooked. Hence, if you believe you have received a faulty or damaged item(s), please contact us within 7 days of receiving your item(s) and we will replace your faulty/damaged item(s) free of charge, and we will also cover any customs fees/taxes (incurred during the shipment of the replacement item(s) only). The replacement will only be for an identical 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 note, that to be eligible for a replacement, you will need to contact us through our Contact Us page describing the issue, along with providing photographic evidence. Please select “faulty/damaged item(s)” in the drop down list of the contact us page to ensure your inquiry is processed swiftly. We will promptly assess the claim and send out the replacement item(s) without you needing to send us the faulty/damaged item(s) back. If we require the faulty item(s) to be sent back to us, we will cover the return shipping charges.
Returns & Exchanges
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.
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 period has lapsed. Once your request for a return or exchange has been approved, the item(s) which you wish to return, or exchange must be sent back to us in the original and undamaged condition. You will be advised of approval (or rejection) for the return/exchange via email. This email will also contain the address to which the item(s) has to be sent for your return/exchange to be processed. The item(s) needs to be dispatched to the provided address within 14 days of receiving the approval email and the tracking number and carrier needs to be advised to us. Failure to comply may result in the return/exchange request being denied. Our US based customers can choose to send their return item(s) to our US returns address, but all other customers will be required to ship the item(s) back to our facility in Adelaide, Australia. Shipping of the item(s) back to Artem Straps is the responsibility of the customer. We recommend packaging your return item(s) carefully and shipping via a trackable service as we will not assume responsibility in the event that return packages are lost, stolen or damaged. 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).
The original shipping charges incurred at the time of purchase or any customs fees are non-refundable. 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.
In the case of an exchange, a flat fee of US$7 will be charged for shipping (via standard shipping) the exchanged item(s) back to you. An invoice for the payment of any fees will be sent to the email which was used to initiate the exchange. Either PayPal or Bank Transfer can be used for the payment of the fees. If you would like to request express shipping of the exchanged item(s) back to you, the flat fee of US$7 stated above will be adjusted and provided in the invoice. Items will only be exchanged for like-for-like item(s) or item(s) of identical value. If you would like to exchange your item(s) for an item(s) of greater value, the price difference will be payable along with the fees mentioned above. If you would like to exchange your item(s) for an item(s) of lesser value, the price difference will be credited to you and will be reflected in the invoice. Exchanged item(s) will only be dispatched from our facility once all payments for invoices have been received in full.
Artem Straps reserves the right to deny a return or exchange if the item(s) does not meet the criteria outlined above.