Returns & Refund Policy

Our Commitment

At Artisan Lux, we take immense pride in the quality and craftsmanship of our curated pieces. If you are not entirely satisfied with your purchase, we are here to help.

1. Return Eligibility

Standard Items:

• Items arriving damaged or defective.
• Returns must be requested within 7 days of delivery.
• Items must be in the original packaging, unused, and in the same condition as received.

Non-Returnable Items:

• Custom-made or personalized artisan pieces.
• Items on final sale.
• Items showing signs of wear or damage caused by the customer.

2. The Return Process

1. Documentation: Take clear photos of the defect or damage immediately upon discovery.
2. Request: Contact our concierge at shawnmutogo5@gmail.com with your order number and the documentation.
3. Review: Our studio team will review the request within 24-48 hours.
4. Shipment: If approved, we will provide instructions for returning the item. You are responsible for the return shipping costs unless the item arrived damaged or defective.

3. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

• Approved refunds are processed via the original payment method (EcoCash, Bank Transfer, etc.).
• Refunds typically take 7-10 business days to reflect in your account.
• Store credit options are also available for faster processing.

4. Exchanges

We only replace items if they are defective or damaged. Since our pieces are often one-of-a-kind, an exact exchange may not be possible. In such cases, store credit or a full refund will be offered.