Exchange and Return Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we’ll either exchange or replace it, or credit your account.
How do I return an order?
If we have delivered the wrong product, a faulty product, or if you received your order and it was not in one piece please log a return case. You can do so by logging in to your ArtistWarehouseOnline account and clicking on ‘Exchanges & Returns’ in the left hand side ORDER column. Select the order in question and follow the steps to create an aftersales case. We will do our best to action this as quickly as possible.
To return an unwanted non-defective product, it must be:
- Returned within 7 days of the product(s) being delivered
- Undamaged and unused, with the original labels still attached
- In the original packaging, which must be undamaged and in its original condition
Once we have received your return product and it has been cleared by ArtistWarehouseOline Quality, your account will be credited, unless you requested a replacement or an exchange.
Returning products that are not what you ordered
If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered), we’ll arrange to collect the product from you, and we’ll deliver the correct product to you as quickly as possible.
Please don’t remove the product from its original packaging. Simply contact our customer service team on 011 608 3180 or email firstname.lastname@example.org to notify us, and we’ll take care of the rest.
Returning defective or damaged products
We do our best to ensure that the products we deliver to you are of a high quality. If you’ve received a product with a defect or fault, we’ll gladly replace the exact product at no additional cost to you. Where a replacement product is not available, your account will be credited.
Our 7-day drop-and-collect replacement promise entitles you to an immediate replacement of a damaged or defective product within 7 days of receipt. For your convenience, our courier will collect the defective product whilst delivering your replacement.
If the product is found NOT to be defective or damaged, you will NOT be entitled to any replacement or credit, but will instead be liable for the costs incurred in having such a product returned to ArtistWarehouseOnline, and then redelivered to you.
The following will NOT be regarded as defects and will NOT entitle you to any replacement or credit under the above 7-day drop-and-collect replacement promise or any longer term replacement: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.
How do I exchange my order?
You can do so by logging in to your ArtistWarehouseOnline Account and clicking on ‘Exchanges & Returns’ in the left hand side ORDER column. Select the order in question and follow the steps to create an aftersales case. We will do our best to action this as quickly as possible. The product must be returned in it’s original condition and original packaging.
It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that the product is undamaged and unused.
We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition.
How long do I have to return an order?
If on receiving your order you are not happy with your purchase, create an after sales case within 7 days and we will gladly collect it at your expense and provide you with a refund or replacement provided the item is unused and in its original packaging. You can create an after sales case by logging in to your ArtistWarehouseOnline account and clicking on ‘Exchanges & Returns’ in the left hand side ORDER column. Select the order in question and follow the steps to create an aftersales case.
Although seldom charged, we reserve the right to charge a 10% administration fee for returned orders should the returns process incur significant administration expenses.
When can I expect my refund?
We will make sure your refund is back in your account within 7 days of receiving your returned product if not sooner.