At Artessa, every product is made, finished, packed, and quality-checked with care. Since most of our products are handcrafted, made-to-order, fragile, and often customized, we follow a strict replacement-only policy.
Please read the policy carefully before placing an order.
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1. No Refund Policy
All orders placed on Artessa are non-refundable.
We do not offer refunds for:
* Change of mind
* Delayed deliveries caused by logistics partners
* Minor color, texture, grain, or finish variations
* Size misunderstanding after order confirmation
* Improper wall conditions or installation issues
* Slight handmade irregularities
* Refusal to accept delivery
* Custom or personalized orders
* Orders placed during sales or promotional campaigns
Once an order is confirmed, it immediately enters production or processing and cannot be cancelled.
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2. Replacement Eligibility
We only provide replacements under the following conditions:
* Product received damaged in transit
* Wrong product delivered
* Major manufacturing defect
* LED/electrical component malfunction upon arrival
Claims are accepted only if all conditions below are fulfilled:
* A continuous unboxing video is shared
* Video starts before opening the package
* Shipping label is clearly visible
* Internal packaging is visible in the video
* Claim is raised within 24 hours of delivery
Without a proper unboxing video, no replacement claim will be approved under any circumstance.
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3. Mandatory Unboxing Video Policy
A full unboxing video is compulsory for:
* Transit damage claims
* Missing item claims
* Defect claims
* Wrong product claims
The video must:
* Be unedited and continuous
* Clearly show the sealed package before opening
* Show all sides of the packaging
* Show the issue clearly
Images alone may not be considered valid proof.
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4. Damaged Product Policy
If your order arrives damaged:
1. Do not discard the packaging
2. Share the unboxing video within 24 hours
3. Contact our support team with:
* Order ID
* Registered phone number
* Video proof
* Images of damage
Once verified, Artessa will provide:
* Replacement of the damaged part/product, or
* Repair support, depending on the situation
Refunds will not be issued.
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5. Custom & Made-to-Order Products
Most Artessa products are made-to-order.
Customized products including:
* Custom sizes
* Custom finishes
* Custom frames
* Personalized modifications
* Bulk/B2B orders
are strictly non-returnable, non-cancellable, and non-refundable.
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6. Mirror & Glass Disclaimer
Mirrors are fragile handcrafted products.
Minor imperfections such as:
* Tiny bubbles
* Light distortion at certain angles
* Hand-finish inconsistencies
* Slight edge irregularities
may naturally occur and are not considered defects.
These characteristics are part of handcrafted production and do not qualify for replacement or refund.
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7. LED & Electrical Warranty
Artessa provides a 3-year warranty only on LED electrical components including:
* LED strips
* Driver
* Touch sensor
* Defogger functionality
Warranty does not cover:
* Physical damage
* Water damage due to improper installation
* Voltage fluctuations
* Mirror breakage
* Wear and tear
* External wiring damage
Warranty claims may require videos and installation verification.
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8. Installation Responsibility
Customers are advised to hire a professional installer/electrician for installation.
Artessa is not responsible for:
* Incorrect installation
* Wall damage
* Improper electrical connections
* Damage caused during installation after delivery
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9. Delivery Timeline Disclaimer
All timelines shared are estimated timelines.
Delays may occur due to:
* Production load
* Weather conditions
* Logistics delays
* Regional delivery limitations
* Fragile shipment handling processes
Such delays do not qualify for cancellation or refund.
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10. Order Cancellation Policy
Orders cannot be cancelled once:
* Production starts
* Packaging is completed
* Product is dispatched
Customized orders cannot be cancelled under any circumstances.
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11. B2B & Bulk Orders
All B2B, hotel, architect, commercial, and bulk orders are:
* Non-refundable
* Non-returnable
* Governed by mutually agreed commercial terms
Replacement eligibility for bulk orders will be evaluated case-by-case.
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12. Contact Support
For support related to damage or defects, contact:
Email: info@theartessa.com
Website: theartessa.com
Please include:
* Order number
* Registered contact details
* Unboxing video
* Relevant photos/videos
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13. Policy Acceptance
By placing an order with Artessa, you acknowledge that you have read, understood, and agreed to this Returns, Refunds & Replacement Policy.