Returns And Refund Policy

At Artisansa& Co, we take pride in the quality of our products and aim to ensure you are completely satisfied with your purchase. If something isn’t right, our policy below outlines how we can assist.

1. 14-Day Return Policy (Change of Mind)

If you’ve changed your mind, you have 14 calendar days from the date of delivery to return the product to us.

  • The item must be unused, undamaged, and in its original packaging with all components included.
  • Return shipping is at the customer’s cost.
  • Once the item is received and inspected, your refund will be processed within 7 working days, provided it meets our return conditions.

Please Note: Items returned used, damaged, incomplete, or without original packaging will not qualify for a refund.

2. 30-Day Manufacturer’s Warranty (Defective Products)

All products include a 30-day warranty against manufacturing defects only.

  • Defects caused by incorrect use, installation, handling, or external damage are not covered.
  • If your product is faulty within 30 days due to a manufacturing issue, contact us immediately. We may request photos or videos to verify the issue and will advise on the next steps.

3. Damaged Items on Arrival

If your parcel is visibly damaged on delivery or the contents are damaged in transit:

  • Contact us within 24 hours of delivery with clear photographs of the product and all external and internal packaging.
  • We will assess and, if applicable, offer a replacement or refund.

4. Installation & Assembly Clause

Items that are damaged during self-assembly, incorrect installation, or improper use are not eligible for return, refund, or warranty replacement.

5. Non-Returnable Items

The following are not eligible for return or refund:

  • Used or damaged items not caused by a manufacturing fault
  • Items returned outside the return period
  • Products returned without prior approval

6. Packaging Requirements

Returned products must be securely packaged to prevent damage in transit. If we receive your return damaged due to poor packaging, the return may be rejected or a partial refund applied.

7. Return Authorisation Required

All returns must be authorised in writing before being sent back. Unauthorised returns may be refused, delayed, or returned to sender.

8. Restocking Fees

A restocking fee of up to 15% may be applied for returns that are opened, handled beyond basic inspection, or not returned in their original condition.

9. Refund Method and Timeline

Refunds are processed to your original payment method once your returned item has been inspected and approved. Processing times may vary depending on your bank or payment provider.

10. Courier Responsibility & Lost Returns

Customers are responsible for ensuring returns are safely packaged and tracked. We are not liable for returns lost or damaged in transit. We recommend using a reputable, insured courier service.

11. Misuse of Returns Policy

We reserve the right to refuse service, returns, or refunds to individuals who abuse our return system, submit repeated false claims, or return used/damaged items improperly.

12. Collection Option

Returns can be arranged for drop-off at our warehouse by appointment only. Please contact us to schedule your return in advance.

13. How to Start a Return

To initiate a return, please email us at zhonglidesigns@gmail.com with your order number, reason for return, and supporting images (if applicable). You may also call our South Africa customer service team at 083 391 8899 for assistance. No returns will be accepted without prior written authorisation.