Politique de remboursement et de retour

Last updated: June 15, 2026

Contact

For refund, return, replacement, or order issues, please contact us first so we can help resolve the issue:

Courriel : service@artisanthai.com
Phone: +44 7311 132205
Contact form: Contact Us page

Please include your order number, delivery address, a description of the issue, and photos where relevant.

1. Damaged, defective, or incorrect items

If your item arrives damaged, defective, incorrect, or not as described, contact us within 7 days of delivery. We may request photos of the item, packaging, and shipping label. If the claim is approved, we may offer a replacement, refund, or another appropriate solution.

2. Non-delivery

If your order has not arrived after the estimated delivery window, contact us with your order number. We will review tracking information and may open an investigation with the carrier.

If the package is confirmed lost or undelivered and the issue was not caused by an incorrect address, refusal of delivery, unpaid customs duties, or failure to provide required customs information, we may offer a replacement or refund.

3. Returns

Returns require prior authorization. Items must be unused, unopened where applicable, and returned in their original condition unless the item was defective, incorrect, or not as described.

Customers are responsible for return shipping costs unless the return is due to our error, a defective item, or a legal right that requires otherwise.

Consumer cancellation rights

If you are a consumer and a mandatory cancellation right applies to your order, you may have the right to cancel within 14 days after receiving the goods and then return the goods within a further 14 days. If this right applies, we will refund eligible payments in line with applicable law.

This right may not apply to certain goods, including sealed goods that are not suitable for return for health or hygiene reasons once unsealed, perishable goods, personalised goods, or other items excluded by applicable law.

Nothing in this policy limits mandatory consumer cancellation rights that apply under applicable law.

4. Customs, duties, and refused delivery

Customers are responsible for customs duties, import VAT, taxes, brokerage fees, and local charges required by the destination country.

Orders refused by the customer, abandoned at customs, or undeliverable because required customs information or fees were not provided may not be eligible for a refund, except where required by applicable law.

5. Refund method

Approved refunds are issued to the original payment method used at checkout unless that method is technically unavailable. Refunds are normally submitted within 7–14 business days after approval. Your bank, card issuer, or payment provider may take additional time to post the refund.

6. Shipping costs and deductions

Outbound shipping costs, return shipping costs, customs charges, import taxes, and carrier fees are not refundable unless required by applicable law or unless the issue was caused by our error. Where applicable law requires a refund of standard outbound delivery charges, we will provide that refund in line with that law. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling. For cancelled/unshipped orders or any refund required by law, we refund all amounts required by law, including shipping/handling.

If free shipping was provided, we may deduct the actual outbound shipping cost from a discretionary return refund where permitted by applicable law. This deduction does not apply where the refund is due to our error, a defective item, or a statutory right that requires a full refund.

7. Wholesale and large orders

Large or wholesale orders may have different return conditions. These conditions will be shown before purchase or agreed separately. This does not limit mandatory consumer rights that apply under applicable law.

8. Payment disputes

We encourage customers to contact us first so we can resolve issues quickly and fairly. If a payment dispute or chargeback is opened, we will respond through the payment provider’s dispute process and provide relevant order, tracking, and communication records as permitted by law.

9. Your legal rights

Nothing in this policy limits any mandatory consumer rights that apply to you under applicable law.