Warranty and Complaints Policy
Last Updated: 14 June 2026
1. General Information
This Warranty and Complaints Policy applies to all purchases made through https://www.artekcraft.com (the "Website").
The Website is operated by:
Artekcraft Ltd.
Republic of Bulgaria
VAT Registered Business
Email: artekcraft@gmail.com
Website: https://www.artekcraft.com
This Policy is intended to comply with applicable European Union consumer protection laws, including Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods.
2. Statutory Consumer Rights
Nothing in this Policy limits or excludes mandatory consumer rights granted under applicable European Union or national legislation.
Consumers are entitled to remedies where goods are not in conformity with the contract.
These statutory rights apply independently of any commercial guarantees.
3. Scope of Warranty
Artekcraft guarantees that products supplied shall:
Match the order placed by the customer;
Correspond to the description provided on the Website;
Be free from manufacturing defects;
Be suitable for their intended purpose where required by law.
4. Handmade and Personalized Products
Due to the handmade and made-to-order nature of many products, minor differences in:
Dimensions;
Wood grain;
Material texture;
Engraving depth;
Color shades;
Transparency;
Surface finish;
Positioning tolerances;
are normal characteristics and shall not constitute defects.
Such variations do not give rise to warranty claims.
5. Circumstances Covered
Customers may submit complaints in cases involving:
Manufacturing defects;
Incorrect products delivered;
Products damaged during transport;
Missing items;
Material non-conformity;
Errors attributable to Artekcraft.
6. Circumstances Not Covered
The warranty does not cover:
Normal wear and tear;
Customer spelling mistakes;
Incorrect personalization details provided by the customer;
Low-quality uploaded photographs;
Improper installation;
Misuse;
Negligence;
Unauthorized modifications;
Accidental damage;
Improper cleaning;
Exposure to excessive heat, moisture or chemicals;
Natural material characteristics;
Minor color differences caused by monitor settings.
7. Reporting a Complaint
Customers should inspect products immediately after delivery.
Complaints should be submitted without undue delay.
To facilitate claim processing, customers may be asked to provide:
Order number;
Description of the issue;
Photographs of the product;
Photographs of the packaging;
Additional information reasonably necessary to assess the complaint.
Failure to provide sufficient information may delay the processing of the complaint.
8. Resolution of Complaints
Where a complaint is accepted, Artekcraft may, at its sole discretion and in accordance with applicable law:
Repair the product;
Replace the product;
Issue a partial refund;
Issue a full refund.
Artekcraft reserves the right to determine the most appropriate remedy permitted by law.
9. Shipping Damage
If a package arrives visibly damaged, customers are encouraged to:
Photograph the package immediately;
Retain all packaging materials;
Contact Artekcraft as soon as possible.
Artekcraft may investigate the matter with the carrier before providing a replacement or refund.
10. Return of Defective Products
Where return of the product is necessary, Artekcraft will provide instructions.
Customers should not dispose of products before receiving instructions.
Unauthorized disposal of products may affect the handling of claims.
11. Product Care
Customers are responsible for following all applicable care and usage instructions.
Improper use, improper cleaning or misuse may void warranty claims to the extent permitted by law.
12. Limitation of Liability
To the maximum extent permitted by law, Artekcraft shall not be liable for:
Indirect damages;
Consequential damages;
Loss of profits;
Business interruption;
Loss of goodwill;
Emotional distress;
Loss of opportunity.
Artekcraft's total liability shall not exceed the amount paid for the affected order.
Nothing in this Policy limits mandatory consumer rights that cannot legally be excluded.
13. Force Majeure
Artekcraft shall not be responsible for delays or failures caused by:
Natural disasters;
Wars;
Pandemics;
Government restrictions;
Transportation interruptions;
Strikes;
Cyberattacks;
Power outages;
Events beyond reasonable control.
14. Contact Information
Questions, complaints or warranty claims may be submitted to:
Artekcraft Ltd.
Email: artekcraft@gmail.com
Website: https://www.artekcraft.com
By placing an order through the Website, you acknowledge that you have read and understood this Warranty and Complaints Policy.