Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as customized products.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

a) Right to Cancel

You have the right to cancel the contract created by our written order confirmation without giving any reason fourteen (14) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order. If you are a customer based in the European Union or the European Economic Area and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.

To cancel the contract and return your product(s), you can contact our Client Relations Center and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a letter or e-mail to: Arte Mar, info@artemar.es.

b) Return Process

Products that have been purchased through the Sales Online Channels may only be returned to our Arte Mar e-boutique distribution center at the address of our Returns Department, or if available to selected Arte Mar retail boutiques, in accordance with these Conditions of Sale.

Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center.

To return a product to our e-boutique distribution center, you must follow the steps mentioned below:

(i) Call the Client Relations Center;

(ii) For all returns, you must include in the return package, the product, along with all its accessories, any free items you received as part of your order, and all other documents, in their original box.

c) Condition of Returned Products

We will verify that the returned product satisfies the conditions of the Returns Policy and, if so, then proceed with the applicable refund.

Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original box and delivery package, including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund accordingly.

If you have received free items as part of your order, they must be returned with the products.

Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.

d) Products you cannot return

Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for refund. This includes, without limitation, products that have been engraved or embossed.

e) Refunds

You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.

Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center to discuss your options.

If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the Arte Mar e-boutique distribution center.

f) Shipping costs for the return

The transport costs caused by the return of the merchandise will only be borne by the seller in the event of a defect in the product. In case of any other reason, the buyer must bear the transportation costs of the return.

Arte Mar – Weapon replicas