Buy handmade with confidence

1. What this policy covers

Artisans Paradise is a marketplace and venue; the sale contract is between you and the Seller. This policy describes how we help resolve problems with eligible orders placed and paid for through the Service. It is not a manufacturer's warranty and does not replace any mandatory legal rights you have (see Section 8). We mediate in good faith but are not a party to the sale.

2. Eligible claims

• Item Not as Described. What you received is materially different from the listing — for example, the wrong item; a materially different size, color, material, or condition; missing parts; or an item that is not authentic or not handmade as represented.
• Damaged or Defective on Arrival. The item arrived broken, damaged, or non-functional.
• Item Not Received. The item never arrived.

Because items are handmade, small natural variations in color, grain, texture, or size that are consistent with the listing are expected and are not, by themselves, grounds for a claim.

3. Claim windows

• Not as Described / Damaged: open a claim within 7 days of delivery (by carrier tracking, or of receipt if there is no tracking). Inspect your item promptly.
• Item Not Received: if tracking shows no delivery, open a claim once the item is at least 7 days past its estimated delivery date, and no later than 30 days after the Seller's stated ship-by / processing date.

4. What is not covered

• Change of mind, buyer's remorse, or no longer wanting the item — all sales are final.
• Natural variation inherent to handmade goods that is consistent with the listing.
• Damage caused by use, wear, accident, or mishandling after delivery.
• Made-to-order, custom, or personalized items that match the agreed specifications.
• An incorrect or incomplete shipping address you provided.
• Claims opened after the applicable window, or transactions arranged off-platform.

5. How to file a claim

Open the order under your purchases, start a claim, describe what happened, and attach clear photos or video (required for damage or not-as-described claims) within the window above. We may contact the Seller for their response and evidence, review the order, and aim to reach a decision within a few business days.

6. Remedies and how refunds work

Depending on the facts, we may mediate a replacement, a partial refund, or a full refund. Refunds are issued to your original payment method (store credit only with your agreement). We may require you to return the item; when an item is not as described, damaged, or defective, the Seller pays return shipping. Approved refunds are funded by the Seller — we may advance the refund to you and recover it from the Seller's payouts or reserve. Our mediation decision is final for platform purposes but does not limit any legal rights you have.

7. Chargebacks

Please use this process before contacting your bank. Filing a chargeback without first opening a claim with us may delay resolution and can lead to account action; where a chargeback is filed, we may submit transaction and delivery evidence to the card network.

8. Your statutory rights (all regions)

Nothing in this policy limits consumer rights that cannot be waived under the law that applies to you. If you are a consumer in the EEA, the UK, Switzerland, or a similar jurisdiction, you may have a statutory right to withdraw from certain distance purchases within a set period, subject to legal exceptions (for example, for goods made to your specifications or clearly personalized, made-to-order items, and, where applicable, auction purchases). The EU Online Dispute Resolution platform is available for eligible consumer disputes. Consumers in other regions keep their local mandatory rights.

9. Contact

Questions or claims: support@artisansparadise.com.