Returns & Exchanges (Australia)
Faulty Items
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.
All Australian orders qualify for FREE return/exchange shipping (i.e. we will provide you the Australia Post return shipping label).
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 Australia Post return shipping label which needs to be printed and stuck onto the return package. The item(s) needs to be dispatched to an Australia Post branch within 14 days of receiving the approval email. Failure to comply may result in the return/exchange request being denied.
We recommend packaging your return item(s) carefully to avoid damage. 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 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, the following charges for shipping the exchanged item(s) back to you will apply:
• Exchange orders under $75 incur a $13 flat rate shipping fee
• Exchange orders equal to and above $75 get free shipping Australia wide
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. 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.