Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with all original packaging including the gift box, pouch, and message card. You'll also need your order number.

To start a return, contact us at support@artivia.online. Returns are sent to: Artivia Returns, 2672 Ridgetop Ln, Clermont, FL 34711, United States.

If your return is accepted, we'll send you instructions. Return shipping costs are the responsibility of the customer, and we recommend a tracked service, as we cannot issue a refund for a return that is lost on its way back to us. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order on arrival and contact us within 48 hours of delivery if the item is defective, damaged, or wrong, with photographs of both the item and the packaging. In these cases we cover all costs, including return shipping, and you may choose either a replacement or a full refund.

Non-returnable items

  • Items requested for return more than 14 days after delivery.
  • Items returned worn, used, altered, or without their original packaging.
  • Gift cards, where offered.

Exchanges

We are happy to exchange an item within the same 14-day window, subject to availability. You pay the return shipping to send the original item back, and we ship the replacement to you at no charge. If the replacement has a different price, we will refund or charge the difference before shipping.

Cancellations

Orders can be cancelled for a full refund at any time before they are packed, usually within 24 hours of ordering. Email support@artivia.online with your order number as soon as possible. Once an order has been packed or shipped, it must be handled as a return.

Refunds

We will notify you once we've received and inspected your return. If approved, you'll be refunded to your original payment method within 5–10 business days. Your bank may take additional time to post the refund. Express shipping charges are not refundable once an order has shipped, and return shipping costs are not refundable.

Canadian customers: import duties and taxes paid on delivery are charged by the government, not by us, and we are not able to refund them.

Your legal rights

Nothing in this policy limits the rights you have under the consumer protection laws that apply where you live.