Return & Refund
At Artisan Entry Doors, we are dedicated to ensuring your satisfaction. However, due to the custom nature of our products, please carefully review our policies regarding order cancellations, returns, and refunds.
Cancellations
1. Before Production/Shipping: You can cancel your order at any time before production or shipping begins. A full refund will be issued, minus a 3% transaction fee.
2. After Production Starts: If your order is near completion and it is too late to cancel, a 50% restocking fee will be applied, which will be deducted from your refund.
3. After Shipment: Once your order has been shipped, cancellations are no longer possible. You will need to follow our Return Process for any issues with the received product.
Returns
As all our products are made-to-order and customized, we can only accept returns under the following circumstances:
Damaged or Incorrect Products: If your product is damaged during shipping or does not match your order, you are eligible for a return. You must contact us within 3-5 business days of receiving your order.
Return Eligibility: To be eligible for a return, the item must:
1.Be in unused, original condition.
2. Be in the original packaging.
3. Include proof of purchase (receipt or order confirmation).
4. Return Shipping Fees: If the return is due to customer preferences, you are
5. responsible for return shipping fees. The shipping fee depends on your chosen courier.
6. Product Inspection: Please inspect your product immediately upon receipt. Claims for damages or issues must be submitted within 3 business days of delivery to initiate a claim with the courier.
7. Photos Required: For damaged items, we require at least 3 clear photos of the damaged product and its packaging to process your return.
Non-returnable Items: We cannot accept returns for:
1. Custom orders or made-to-order items.
2. Delayed delivery caused by force majeure or any reasons on the customer's side.
Refunds
1. Refund Process: After we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, refunds will be issued to your original payment method within 5 business days.
2. Refund Time: Please note that it may take some additional time for your bank or credit card provider to process the refund.
3. Shipping Costs: Please be aware that shipping charges are non-refundable, including the original shipping fees and any return shipping costs. Refunds will be issued for the product cost only.
4. Urgent Order Fees: If the delivery is delayed by the courier or customs, urgent order fees will not be refunded.
Exceptions and Special Cases
Shipping or Handling Fees: Shipping and handling charges are not refundable. Any amounts refunded will exclude these costs.
Product Condition: All items returned must be in original condition with all packaging intact. We are not responsible for any damage that occurs during the return shipping process if the return is due to the customer's reason.
How to Contact Us
If you have any questions about our Cancellation, Return, or Refund Policy, or if you need assistance with a return or refund, please contact us at sales@artisanentrydoors.com. Our team will be happy to assist you.
AED Artisan Entry Doors reserves its legal rights, including lien rights.