Returns & Exchanges

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.

The item(s) which you wish to return, or exchange must be sent back to us in the original and undamaged 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: Will need to organise return shipping of their item(s) back to our facility in Adelaide, Australia at their own cost.
    • We can provide a DHL return label (at the customer’s request), the cost of which will vary depending on location (customer to pay).
    • 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.

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.

What is the process for an exchange?

In the case of an exchange, a shipping fee will be charged for shipping the exchanged item(s) back to you. Shipping rates will apply as per our Shipping Policy listed on our website, same as placing a new order. An invoice for the payment of any fees will be sent to you via email.

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 shipping fees mentioned above (if applicable). 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.

Example:

  1. You placed an order for an item valued at $US200.
  2. You wish to exchange this for another item valued at $US220.
  3. You will need to send this item back to us. Return shipping to us will cost you $US12 if you are in the USA, and we will provide the shipping label. Otherwise, you will need to arrange your own shipping back to us or request a label from us at cost.
  4. Once we receive the item, you will be sent an invoice for the $US20 price difference. The shipping back to you will be free because the exchanged item is above US$200, so it qualifies for free express shipping as per our Shipping Policy.
  5. The exchanged items will be dispatched to you once you have paid the invoice.

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