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Return Policy

ArtSupplies offers a quicker dispute solution and will appreciate it a lot if you provide: 

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through Jazzcash, Easypaisa Dispute or other Gateway, e-mail, etc.). 
  3. The products need to be returned to ArtSupplies if our Dispute Team asks for a return in Disputes. 

Except for the important interpretation, ArtSupplies will make a refund, resend, or accept the return for any of the following cases: 

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from our warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from our warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from our warehouse due to the strict customs clearance at Brazil.

d. For some special shipping methods, we cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

2. Orders not Received.

ArtSupplies will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, ArtSupplies takes no responsibility if products have been lost.

b. If the logistics company provides return service to our warehouse, ArtSupplies will put the products in your private inventory and will not refund them when we receive the returned items.

3. Products Damaged.

ArtSuppliesoffers a full refund or a replacement if packages arrived are badly damaged.

ArtSupplies offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, ArtSupplies cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary products, You shall complain or open a dispute with us within 5 days after packages are delivered.

d. For electronic products, You shall complain or open a dispute with us within 10 days after packages are delivered.

e. For service products, ArtSupplies refunds you the cost of the product. (See the following important interpretation > Service products)

4. Incorrect or Missing Products.


ArtSupplies has a strict quality control process before products are dispatched. ArtSupplies will deal with incorrect or missing products as follows:

a. For incorrect products, ArtSupplies offers a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., ArtSupplies offers a refund or resend if you provide a screenshot of the product and make a complaint including name, content and date.

c. For parts missing which doesn’t affect product function, ArtSupplies may refund partially or resend the missing part; for parts missing which affect product function, ArtSupplies will resend the product only.

d. For accessories, ArtSupplies will resend the accessories.

Notes:

For size problem, ArtSupplies will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For orders cancellation, ArtSupplies offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.

c. After payment, video and photo orders cannot be canceled as ArtSupplies has planned and prepared for you after payment.

Important Interpretation
1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

Notes:

a. For bulk purchase orders, the close date usually is around 30 days.

b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

2. Force Majeure.

ArtSupplies takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, ArtSupplies will notify you by, Skype, Email, WhatsApp etc.

3. Destination Limits.

Due to limited international transportation, ArtSupplies will not accept any disputes when your orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

4. Return.

Products can be returned to our warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at our Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a. If you indeed want your buyer to return the products, please follow these steps: How to return products to our warehouse.

b. Please return products within 10 days after receiving products.

5. Unacceptable Disputes.

We shall not accept any unreasonable disputes, including but not limited to:

a. Products smell unusual.

b. The buyer ordered the wrong items or SKU.

c. The shipping address was provided incorrectly.

d. Product difference was negotiated in advance.

e. Tracking information deleted by logistics companies or local post offices.

ArtSupplies always try to offer the best service. If you have any other questions, please feel free to Contact US

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