Returns & Refund Policy

At Artenate, each product is made to order and carefully created specifically for you. Because of the nature of our products, we do not accept returns, exchanges, or cancellations once production has started.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery. If your item arrives damaged, defective, or if you receive the wrong item, contact us within 14 days of delivery at hello@artenate.com.

To help us resolve the issue as quickly as possible, please include:

• Your order number

• A description of the issue

• Clear photos of the product and packaging

If your claim is approved, we will offer a replacement or refund at no additional cost.

Eligibility for Refunds or Replacements

To be eligible for a refund or replacement:

• The item must be unused and in the same condition you received it

• The issue must be reported within 14 days of delivery

• Proof of purchase is required

Please do not send items back without contacting us first. Return instructions and the return address (if applicable) will be provided by email.

Non-Returnable Items

We do not accept returns or exchanges for:

• Personalized or custom-made products

• Made-to-order items

• Sale items

• Gift cards

European Union 14-Day Cooling-Off Period

Under Article 16(c) of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.

As all Artenate products are made to order and/or personalized, orders are generally exempt from the EU 14-day withdrawal period.

Refunds

Once your request has been reviewed and approved, your refund will be issued to your original payment method within 10 business days.

Please note that banks and payment providers may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact us at hello@artenate.com.