Refund policy

At Artelia, we take great care to ensure every order is prepared, packed, and delivered to the highest standard. As many of our products are fragile, hand-crafted, or limited in nature, our policy is designed to be fair, transparent, and aligned with industry best practices and Malaysian consumer protection requirements.

1. General Policy Overview

All requests for refunds, returns, or exchanges are subject to review. Items must be unused and in original condition unless damaged in transit. Proof of purchase is required for all claims. This policy applies to online retail purchases only.

2. Damaged or Missing Items Upon Delivery

To support any claim for damage or missing items, customers must record a clear unboxing video from the moment the parcel is opened, together with clear photos of the damaged item, inner packaging, and outer carton. Claims must be reported within 48 hours of receipt. Our team will review the materials and advise on a replacement or refund where applicable.

3. Manufacturing Defects & Craftsmanship

Many of our products are hand-made or hand-finished. Minor variations in colour, glaze, texture, or finish are considered normal characteristics of craftsmanship and do not constitute defects. If a manufacturing defect is suspected, customers may submit photos or videos for review.

Approved defects may be eligible for replacement or refund, subject to availability.

4. Change of Mind Returns

Due to the fragile and hygiene-related nature of tableware, change-of-mind returns are generally not accepted. Customers are encouraged to contact us or visit our showroom prior to purchase if uncertain.

5. Exchanges

Exchanges may be considered if the item is unused, unwashed, and in original condition, subject to review and approval. Additional shipping costs may apply.

6. Refund Processing

Approved refunds will be processed using the original payment method and typically take 7–14 working days, depending on the bank or payment provider. Shipping fees are non-refundable unless the return is due to a verified defect or transit damage.

7. Pre-Orders & Limited Items

Pre-order and limited items are produced or reserved in advance. Once confirmed, such orders are generally non-cancellable and non-refundable. Estimated arrival dates are indicative and may change due to factors beyond our control.8. Bespoke, Customised & Corporate Orders Customised, personalised, bespoke, or logo-printed items are strictly non-refundable and non-exchangeable. Corporate and bulk orders are governed by separate project agreements, and cancellations are not permitted once production has commenced.

9. Shipping & Courier Responsibility

Once an order has been dispatched and handed over to the courier, delivery timelines are subject to courier performance. Artelia is not responsible for delays beyond our control but will assist where reasonably possible.

10. Right to Decline Claims

Artelia reserves the right to decline claims that do not meet the requirements outlined in this policy, including incomplete, late, or unsupported claims. This does not affect statutory rights under applicable consumer protection laws.

11. Customer Support & Assistance

If you have any questions or require assistance regarding refunds, returns, or exchanges, we strongly encourage you to chat with our customer service team. Our team will review your order details, guide you through the next steps, and advise on the appropriate documentation required.

Please contact us via our Contact Us page or live chat where available. Our customer service team typically responds within 1–2 working days, excluding weekends and public holidays.

We appreciate your understanding that this policy is designed to protect both our customers and the integrity of the products we curate.