REFUND & RETURN POLICY
1. Eligibility We accept refund/replacement requests for the following reasons:

Items arrive damaged, defective, or we shipped the wrong product/quantity: Must be reported within 7 calendar days of delivery.

Non-compliance with agreed specifications: Must be reported within 7 calendar days of delivery.
Important: Customized products (including those with logos, custom patterns, or custom shapes/molds) are non-returnable and non-refundable unless they arrive defective or do not match the approved specifications.
Non-defective returns for standard (non-customized) stock items may be considered on a case-by-case basis with prior written approval. If approved, they must be unused, in original inner & outer packaging, and are subject to a 20% restocking fee. Return shipping costs for non-defective returns are the buyer’s responsibility.
2. Process
Step 1 – Email SALES1@ARTSTARHL.COM with:

Order number and date

Clear photos of the damage/defect (with written description)

Your preferred resolution: replacement, credit note, or refund
Step 2 – We will review your request and respond within 2-3 business days with a Return Authorization (RA) number and further instructions. For seller-fault returns, we will provide a prepaid return label.
Step 3 – Repack securely using original packaging, affix the label, and drop off at the designated carrier location.
Step 4 – Once the returned parcel is received and inspected (typically within 5-7 business days), we will process your refund or dispatch the replacement within 2 business days. Refunds will be issued to your original payment method.
3. Refund Scope

Seller-fault returns (damaged/defective/wrong items): 100% of product cost + original shipping + any import taxes

Approved non-defective returns: Product cost minus 20% restocking fee; outbound shipping and return costs are non-refundable

Customized features (logos, decals, custom packaging): Non-refundable unless the product itself is defective
4. Replacements & Exchanges Defective or incorrect items will be replaced at no additional cost. Replacement items ship within 7-14 business days after approval, using the same shipping method as the original order. For exchanges to a different product, any price difference will be adjusted accordingly.
5. Late or Missing Refunds If the carrier scan was more than 10 business days ago and no refund is visible, first contact your bank or payment provider. Then email us with your RA number so we can trace the transaction.
6. Order Cancellation

Stock orders: Can be cancelled free of charge if they have not yet entered the shipping process.

Production/custom orders: Can only be cancelled within 48 hours of order confirmation. After this period or once production has begun, cancellation is not possible or may incur fees to cover materials and labor costs already incurred.
7. Inspection & Acceptance Buyers are responsible for inspecting goods upon receipt. Failure to report visible damage or defects within the specified timeframe may void your eligibility for refund or replacement.
Contact For all refund and return inquiries, please contact: SALES1@ARTSTARHL.COM Business Hours: Monday–Friday, 9:00–18:00 (GMT+8)