Refund policy

Refund and Returns Policy - ArteBella

At ArteBella, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your product, you have an extended period to request a return or exchange.

1. Return Period

  • You have a period of 30 consecutive days, counting from the day you receive your order, to request the return of an item.
  • This period includes and extends the mandatory 14-day Right of Withdrawal required by law in the European Union.

2. Eligibility Conditions For the return to be accepted, the item must mandatorily meet the following requirements:

  • Be in the same condition in which it was delivered.
  • Show no signs of use, wear, or washing.
  • Retain the original tags intact.
  • Be packaged in the original undamaged packaging.
  • Be accompanied by the invoice, receipt, or proof of purchase.

3. How to Start the Return Process

  • Prior Contact: Send an email to suporte@artebella.pt requesting the return, indicating the order number and the reason (optional).
  • Shipping Address: After your request is approved, we will send you detailed instructions and the address to which you should ship the order: Rua Mateus Vicente de Oliveira Nº10.
  • Important Note: Do not send items back without making prior contact. Orders returned without prior notice or request will not be accepted or processed.

4. Return Shipping Costs

  • Due to dissatisfaction / withdrawal: The shipping costs for returning the item are the customer’s responsibility. We recommend shipping via a tracked transport service, as we are not responsible for losses during the return journey.
  • Due to defect or shipping error: If the item is defective or you received the wrong product, ArteBella will cover all return costs and provide you with a prepaid shipping label.

5. Damage, Defects, and Incorrect Items

  • We ask that you inspect your order as soon as you receive it.
  • If you detect any damaged, defective, or incorrect item, contact us immediately via email at suporte@artebella.pt so we can assess the situation and proceed with a replacement or refund at no cost to you.

6. Exceptions (Items Not Eligible for Return) For legal and hygiene reasons, we do not accept returns of:

  • Personalized products or items manufactured to special order according to the customer’s specifications.
  • Gift Cards.
  • Items purchased in sales, outlet, or clearance campaigns (except in cases of manufacturing defects).

7. Exchanges

  • The fastest and most effective way to ensure you receive the item you want is to complete the return process for the current item. Once the return is approved, you may make a new independent purchase on our website for the new item.

8. Refund Processing

  • Once your return is received at our facilities, the item will be inspected by our team within 2 to 5 business days.
  • You will be notified by email about the approval or rejection of your refund.
  • If approved, the refund will be processed automatically via the same payment method used in the original purchase, within a maximum of 10 business days.
  • Note: The time required for the money to become available in your bank account or credit card depends exclusively on your banking institution and may take a few additional days. If more than 15 business days have passed after approval and you have not received the amount, contact us at suporte@artebella.pt.