Refund policy

REFUND POLICY

Last Updated: 14 June 2026

1. General Information

This Refund 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 while protecting the legitimate interests of Artekcraft.

2. Personalized and Custom-Made Products

Most products sold by Artekcraft are personalized, made-to-order or manufactured according to customer specifications.

Pursuant to Article 16(c) of Directive 2011/83/EU, consumers do not have a statutory right of withdrawal for goods made to their specifications or clearly personalized.

Accordingly, personalized and custom-made products are generally non-returnable and non-refundable.

Examples include:

Laser engraved products;

Products containing names, initials or dates;

Custom vinyl decals;

Photo gifts;

Personalized mugs and tumblers;

Custom acrylic products;

Made-to-order products;

Products manufactured according to customer instructions.

3. Circumstances Eligible for Refund or Replacement

Refunds, replacements or repairs may be provided where:

The wrong item was delivered;

The product arrived damaged;

The product contains manufacturing defects;

The personalization differs materially from the information submitted by the customer;

The error was caused by Artekcraft.

Artekcraft reserves the right to determine the appropriate remedy, including:

Replacement;

Repair;

Partial refund;

Full refund;

Store credit where agreed by the customer.

4. Circumstances Not Eligible for Refund

Refunds, returns or exchanges will not be granted for:

Customer spelling errors;

Incorrect dates or names submitted by the customer;

Incorrect uploaded images;

Low-resolution customer files;

Color variations caused by screen settings;

Minor differences in wood grain, engraving depth or material appearance;

Natural characteristics of handmade products;

Normal wear and tear;

Improper use;

Improper installation;

Accidental damage;

Products modified by the customer;

Change of mind regarding personalized products.

5. Non-Personalized Products

Where applicable and required by law, consumers purchasing non-personalized products may exercise their statutory right of withdrawal within 14 days from delivery.

Returned products must:

Be unused;

Be in original condition;

Include original packaging where reasonably possible;

Be suitable for resale.

Customers are responsible for return shipping costs unless otherwise required by law.

6. Cancellation Before Production

Orders may be cancelled before production begins.

Once:

Engraving;

Printing;

Cutting;

Manufacturing;

Personalization;

Assembly

has commenced, cancellation is no longer possible.

7. Reporting Problems

Customers should inspect their order immediately upon receipt.

Claims relating to damaged, defective or incorrect products should be submitted without undue delay.

Customers may be asked to provide:

Photographs of the product;

Photographs of the packaging;

Order number;

Description of the issue;

Additional information reasonably necessary to evaluate the claim.

Failure to provide sufficient evidence may affect the processing of the claim.

8. Damaged Shipments

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 reserves the right to investigate shipping claims with the carrier before issuing a refund or replacement.

9. Refund Method

Approved refunds will generally be issued using the original payment method.

Refund processing times may vary depending on:

Banks;

Card issuers;

Payment providers;

Financial institutions.

Artekcraft is not responsible for delays caused by third-party financial institutions.

10. Refused Deliveries and Unclaimed Packages

Orders refused by the customer or returned because they were not collected may be subject to:

Deduction of shipping costs;

Additional reshipping fees;

Administrative expenses permitted by law.

Shipping costs already incurred are generally non-refundable.

11. Chargebacks

Customers are encouraged to contact Artekcraft before initiating chargebacks with banks or card issuers.

Fraudulent or abusive chargebacks may be disputed and supporting documentation may be provided to payment providers and financial institutions.

12. Limitation of Liability

To the maximum extent permitted by law, Artekcraft's liability shall not exceed the amount paid for the affected order.

Nothing in this Policy limits mandatory consumer rights under applicable law.

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 concerning refunds, replacements or complaints may be directed 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, understood and agreed to this Refund Policy.