You can return the products you ordered within 14 days after you received them. You can choose to get your money back or exchange them for another product.
Conditions
To receive a full refund or exchange, the products must be returned to us undamaged and in their original packaging. Bags and buckets must be unopened, and seals unbroken. Any damages will be deducted from the refund.
We do not refund the costs of shipping the returned products back to us.
Exceptions
Some types of products can not be returned:
- Personalized product, like products in customized colours* or textures,
- Product samples,
- Downloadable products.
* We don’t mean products in our standard colour ranges that you can select in our web shop.
How to return a product
If you would like to return one or more products, please fill out our product return form within 14 days after receiving your order. We will contact you with instructions on where to send your return.
Product Return Form
To return your product(s), please fill out the form below.
You can find the order number and product numbers in your invoice and in your account.
You can also download the standard European Return Form, print in out and send it to us by post or email.
European Return Form
You have an additional 14 days to return the product to us after filling out the return form. Please repack the product securely for the trip back home. If possible, reuse the packaging materials the products came in. Use enough tape to close buckets to prevent leaking. Bundle smaller products in a strong cardboard box. Fill any remaining space with old newspapers. Be especially mindful of larger bags (sand). They are easily damaged during transport. Consider using a trackable shipping service or purchasing shipping insurance when returning items. Make a photograph of your work before sending the products on their way.
Refunds & exchanges
The refund will be credited within 14 days after receiving your returns. The amount will be transferred to the account with which the original order was paid.
If you chose to exchange a product, the new product will be shipped to you, after we have received your return.
Broken or missing delivery?
Sometimes something goes wrong during shipping. Did you receive a damaged product or is something missing from your order? Please make photographs of any damage and let us know about the problem as soon as possible. Please include your order number in your message.
Need help?
Contact us at sales@artisanstuccomortars.com for any questions related to returns and refunds.
