Refund policy

# Refund & Return Policy

We want you to love every piece you receive from The Artisan Gift Shop. If something isn't right, here's how we'll make it right.

## 1. Return Window

You may request a return within **14 days** of delivery. Returns requested after 14 days will not be accepted.

## 2. Conditions for Return

To be eligible:

- The item must be **unused, unworn, and in its original packaging.**
- All tags, inserts, and accessories must be included.
- You must have your order number or proof of purchase.

## 3. Items That Cannot Be Returned

For hygiene, customization, and supply reasons, the following are **final sale**:

- Personalized, custom-printed, or made-to-order items.
- Items marked "Final Sale" or "Clearance" at the time of purchase.
- Bulk orders for weddings and events (please request a sample first).
- Items damaged due to misuse, normal wear, or improper care.

## 4. Pre-Order Cancellations & Refunds

- You may **cancel a pre-order any time before it ships** for a full refund of your deposit.
- Once a pre-order ships, our standard 14-day return policy applies.
- If a pre-order is delayed beyond the stated window by more than 30 days, you may cancel for a full refund.

## 5. How to Start a Return

Email us at info@theartisangiftshop.com with:

- Your order number
- Photos of the item(s)
- The reason for return

We'll respond within 2 business days with return instructions.

## 6. Return Shipping

- **You are responsible for return shipping costs**, unless the item arrived damaged or we sent the wrong item.
- We strongly recommend a tracked shipping method. We are not responsible for returns lost in transit.
- The return address will be provided when we approve your return — please do not ship anything back without prior approval.

## 7. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect:

- Contact us within **48 hours of delivery** at info@theartisangiftshop.com.
- Include photos of the item and the packaging.
- We will arrange a replacement or refund at no cost to you.

Because our products are handcrafted, **minor variations in colour, embroidery, and finish are not considered defects** — they are part of the artisanal nature of each piece.

## 8. Refund Processing

- Once we receive and inspect your return, we'll email you to confirm.
- Approved refunds are processed to the **original payment method** within **5–10 business days**.
- Depending on your bank, it may take an additional few days for the refund to appear on your statement.
- Original shipping fees are **non-refundable** unless the return is due to our error.

## 9. Exchanges

We currently process exchanges as a return + new order. Email us if you'd like an exchange — we'll guide you through it.

## 10. Bulk & Wedding Order Returns

Bulk orders (25+ units) follow the terms specified in your written order agreement. We strongly recommend ordering a **sample first** before placing a bulk order. Once a bulk order is produced and shipped, returns are not accepted unless items arrive damaged.

## 11. Contact

**Email:** info@theartisangiftshop.com
**Mail:** 421 Thomas slee drive, Kitchener, Ontario, Canada N2P 2X6
**Response time:** Within 2 business days

Thank you for supporting handcrafted gifts and the artisans behind them.