Refund policy

ARTIFACTO | Return, Refund & Replacement Policy

Thank you for choosing ARTIFACTO. Every artifact we create is a dedicated, 100% handmade monument to sporting history and personal passion. Please read our clear, milestone based policies below before purchasing, as making a payment means you fully agree to these terms.

1. 100% Made to Order & Strict Cancellation Milestones (No Ready Stock)
Please note that we do not keep any ready-made stock or inventory. Every single bottle, including our predefined national team editions and custom designs, is crafted specifically for you only after you place your order. Because all items represent pure, unrepeatable handcraft, they are legally exempt from standard retail return periods (including the European Union 14 day cooling off period).

To protect our studio's craftsmanship and resources, we enforce a strict timeline for cancellation and refund requests:
- The 24-Hour Grace Period (Allowed): You may cancel your order for a full 100% refund within exactly 24 hours of purchase. During this window, production has not yet commenced.
- The Production Phase (Strictly Forbidden): Any cancellation or refund request made after 24 hours from purchase—even if the item has not yet been shipped—will be flatly declined. At this stage, our artisans have already dedicated hours of manual labor, locked the design parameters, and utilized raw quartz materials specifically for your piece.
- The In Transit Phase (Strictly Forbidden): Once your package is handed over to DHL Express and a tracking number is generated, the order is entirely locked. International priority shipments cannot be recalled, canceled, or intercepted mid-transit. "Change of mind" requests at this stage are not eligible for refunds under any circumstances.

*Note: ARTIFACTO reserves the absolute right to cancel and fully refund any order prior to production if it is flagged as fraudulent, unauthorized, or high-risk by our security systems.

2. Artisanal Nature & Design Variations (Not a Defect)
Every bottle is built from the inside out, grain by grain, using natural tonal quartz sand and zero machines. Because this is a human art form, no two bottles on Earth will ever be identical. Minor variations in sand layering flow, texture, or micro-lines are completely natural and serve as proof of authentic human craftsmanship. These variations are not manufacturing defects, and they do not qualify for a return, cancellation, or refund.

3. Broken or Damaged on Arrival (Our Replacement Guarantee)
We pack our high clarity glass vessels with extreme care using shock absorbing materials. However, if your item arrives broken or damaged during transit via DHL Express, we will protect your purchase under the following strict conditions:
- The 48 Hour Rule: You must inspect your package immediately upon delivery and contact us at support@artifacto.com within exactly 48 hours of delivery.
- Required Proof: Your email must include clear, high resolution photos and a video showing the broken glass bottle, the sand, and the shipping box with its delivery label clearly visible. If proof is not sent within the 48 hour window, the claim becomes completely void.
- Our Solution: Once our studio verifies the damage, our standard resolution is to craft and ship a brand-new, identical replacement bottle entirely at our expense (100% Free Shipping). Refunds are only issued at the sole discretion of the store management if a replacement is physically impossible to produce. You do not need to ship the broken glass fragments back to Jordan.

*Important: Filing a chargeback or payment gateway dispute prior to contacting our support desk and completing this verification process will automatically void your free replacement guarantee, and this document will be submitted as binding legal evidence to contest the claim.

4. Customs, Import Duties, and Local Taxes
ARTIFACTO covers 100% of the international shipping costs to your country. However, all local customs duties, import taxes, clearance fees, or VAT are governed entirely by your destination country and are the sole financial responsibility of the buyer. 
If a buyer refuses to accept a DHL delivery or refuses to pay their country's local customs fees, the package will be abandoned or destroyed by the shipping company. In this scenario, the buyer completely forfeits their right to a refund or a replacement.

5. Incorrect Customer Information & Failed Deliveries
The buyer is entirely responsible for providing an accurate shipping address, a correct zip/postal code, and an active, responsive phone number. ARTIFACTO is not liable or responsible for failed deliveries caused by:
- Incorrect or incomplete address details provided at checkout.
- The customer failing to respond to DHL delivery notifications, emails, or phone calls.

If a package is lost, destroyed, or abandoned by DHL due to the customer's lack of response, refusal to pay local customs, or incorrect address information, NO refunds will be issued under any circumstances. Since every item is custom handcrafted to order, if the customer wishes to receive the item after a failed delivery, they must place a completely new order at the full retail price.

For any questions regarding your order setup, please contact our support desk directly at: support@artifacto.com