Introduction
We are committed to delivering high-quality products and exceptional customer service. We aim to ensure complete satisfaction for you and your customers with our products. We uphold a policy of taking full responsibility for any errors attributable to us. Additionally, we exercise flexibility and consider individual circumstances, addressing issues on a case-by-case basis when appropriate.
Refunds vs. Replacements: We prioritize sending a replacement over issuing a refund whenever possible.
When Artelo covers the replacement or refunds cost:
We offer refunds or replacements under the following circumstances:
Printing Errors: If the print quality does not meet our standards, such as misprints, incorrect colors, or other printing defects.
Damaged Products: If the product arrives damaged due to shipping or handling.
Lost Orders: If the product does not arrive well after the expected delivery date.
Late Orders: If the order is lost in transit and the shipping time exceeds the general shipping timeframe, causing a return or refund request. This is typically handled on a case-by-case basis.
When Artelo does not cover the replacement or refund cost:
Dislike of Product: If you or your customer do not like the product printed according to our manufacturer's standards.
Customer Mistakes: If you make any mistakes while creating your product, such as submitting the wrong image or placing/rotating your design incorrectly in our image editor.
Incorrect Size Selection: If you or your customer selects the wrong size when ordering the product.
SKU Variant Linking Errors: If you link your Etsy or Shopify SKU variant incorrectly to our products in Artelo.
Production and Shipping Times: If the order is still within the specified maximum production and shipping times for the products.
Delivered but Not Received: If the tracking for your order shows delivered, but you have not received the package. (Note: While we understand this can be frustrating, we recommend checking with the carrier and your local postal service. In some cases, we may review this on a case-by-case basis.)
Product Substitution Policy for Artelo
We're committed to fulfilling your orders accurately and promptly. However, due to the nature of our production, inventory, and supply chain, there may be instances where a product is temporarily out of stock. To address these situations effectively and maintain customer satisfaction, we have implemented the following product substitution policy:
Default Substitution Policy
Automatic Upgrades:
Equal or Better Quality: If a product you ordered is out of stock, we will automatically upgrade it to an equal or higher-quality option at no additional cost. For example, if a standard frame is out of stock, we will upgrade your order to a premium frame.
Exclusions: If the premium option is also out of stock, we will not downgrade to a lower-quality product (e.g., from premium to standard). Instead, we will contact you to discuss alternative solutions.
Size Upgrades:
Next Largest Size: As a last resort, if an exact match or quality upgrade is unavailable, we may offer to upgrade your order to the next largest size. We understand this may not be a perfect solution for all customers and will handle these cases on a case-by-case basis to ensure satisfaction.
Opt-In Substitution Policy
For sellers who prefer to have more control over substitutions, we offer an opt-in option:
Opt-In for Upgrades:
Sellers' Choice: Sellers can opt-in to our automatic substitution policy, which allows us to upgrade to equal or better quality products as needed.
Custom Preferences: Sellers can specify preferences for substitutions, including opting out of size upgrades if they prefer not to use this option.
Communication and Approval
Notification:
Customer Contact: If an automatic substitution is not possible or if the substitution significantly differs from the original order, we will contact you to discuss the available options.
Approval Required: We will seek your approval before proceeding with any changes that deviate from the standard substitution policy.
Timely Updates:
Order Status: We will keep you informed about the status of your order and any potential delays caused by stock issues.
How to file a claim
For any order-related issues, send an email to [email protected]. This email is monitored nearly 24/7 and has support staff on location at our production facility. In the future, we will release an in-app communication system to streamline this process.