Product Warranty & Returns

Terms & Important Information

Here at Artisan & Lær, we do our best to use the highest quality products available to hand, and we stand behind them.

Warranty Coverage

We offer a 12-month warranty on all items for issues related to manufacturer faults, hardware defects, or craftsmanship flaws. This warranty covers repairs required due to genuine faults in materials or workmanship.

Please note: Issues such as incorrect sizing, colour, style selection, soiling, or general wear and tear are not covered under warranty. These matters must be reported to us within 10 days of receiving your order. Reports made after this timeframe will not be accepted.

If you believe your item has a fault covered under warranty, please contact us first at artisanandlaer@outlook.com.au. A specific returns and assessment process must be followed to allow us to assist you as efficiently as possible.

Change of Mind / Incorrect Fit / Damaged on Arrival

If you don’t love your purchase, or if your item arrives damaged, faulty, or not as expected, you must notify us within 10 days of receiving your order.

Returned items must:

• Be unworn, unwashed, undamaged, and in re-saleable condition

• Have all tags, stickers, and swing tags attached

• Be returned in their original, undamaged packaging

Boxed items must be returned in their original presentation box, wrapped in protective outer packaging.

Please do not apply tape, labels, or writing directly onto presentation boxes. Returns may be declined or additional fees applied if items or packaging are returned in damaged condition.

Non-Returnable Items

Due to hygiene and safety reasons, we do not accept returns on:

• Earrings

• Candles, unless deemed faulty

Sale Items

Sale items are non-refundable, unless they are assessed and confirmed as faulty.

Aftermarket Hardware Fitted Post-Purchase

Artisan & Lær does not provide warranty coverage for any aftermarket hardware or fittings used on branded devices, including (but not limited to) watch adapters, pins, buckles, or clasps.

Any branded device hardware is strictly covered by the manufacturer or supplier of that hardware. Warranty claims for such components must be directed to the original manufacturer, and any approvals or denials are at their sole discretion.

Customer Responsibility & Liability

Any damage to your branded device resulting from failed or faulty aftermarket hardware is the sole responsibility of the customer.
Artisan & Lær accepts no liability for any loss or damage caused by the installation or use of third-party fittings, including:

• Watch adapters

• Watch pins

• Buckles

• Other third-party attachments

You purchase and use aftermarket fittings entirely at your own risk.

Incorrect Installation

Improperly fitted hardware (e.g. incorrectly attached adapters or pins) is not covered under any Artisan & Lær warranty.

It is the customer’s responsibility to ensure that aftermarket components are installed correctly. We recommend consulting the official installation guides or help centre for your specific branded device before attempting to fit any third-party parts.

 How to Report a Product Fault

If you believe your Artisan & Lær product has a manufacturing fault, please follow the steps below to ensure a prompt and accurate assessment:

1. Contact Us

Email us at artisanandlaer@outlook.com.au or send a message via our official Facebook Page (links provided below) with the following details:

• A clear and detailed description of the issue

• How the product was being used when the fault occurred

2. Photographic Evidence

Please attach clear, colour photographs showing:

• The product from all angles (front, back, sides, top, bottom)

• Close-up images of the fault(s) from multiple angles, where possible

3. Proof of Purchase

Include a copy of your original tax invoice or receipt as proof of purchase.

Important Warranty Notice

Warranty claims will be void if damage is found to be the result of misuse, neglect, or lack of proper care, including (but not limited to):

• Water or moisture damage

• Use of incorrect cleaning or care products

• Damage caused by animals (e.g. horses chewing or pulling back on products)

• Excessive wear from improper use or storage

Following receipt of the required information, we will assess your claim and advise on the appropriate next steps.

IMPORTANT NOTICE – Warranty, Returns & Claims Policy

At Artisan & Lær, we are committed to ensuring the highest level of customer satisfaction and stand behind the quality of our craftsmanship. To help you understand your rights and responsibilities when purchasing from us, please carefully review the following policy.

General Returns & Warranty Conditions

• All returns, exchanges, and warranty claims are subject to inspection and pre-approval.

• Artisan & Lær reserves the right to refuse returns or warranty coverage if we determine the product has been misused, soiled, worn, or returned without original tags/packaging intact.

• We do not offer cash refunds. Only exchanges (where available) or store credits will be issued for approved returns.

Important: We strongly recommend taking extra care when trying on garments or using tack products. Use a scarf when trying on clothing to avoid makeup transfer, and only fit horse tack on clean animals to prevent soiling or damage. Avoid allowing horses to chew or pull at leather products.

Reporting Faulty or Damaged Items

• If your item arrives faulty or damaged, you must notify us within 2 days of receiving it by emailing artisanandlaer@outlook.com.au.

• If the damage occurred during transit, please lodge a claim directly with Australia Post and notify us so we can assist you where possible.

• If the item is faulty due to manufacturer or craftsmanship defects, you may be eligible for a replacement (if available), store credit, or refund after completing the necessary steps in our claims process.

Warranty Coverage

• A 12-month warranty applies to all products where manufacturer, hardware, or craftsmanship faults are present.

• Warranty claims must be submitted via email and include:

  • A detailed description of the issue

  • Clear, colour photographs (from all angles and close-ups of the fault)

  • Proof of purchase (tax invoice or receipt)

• Warranty will be void if faults are due to misuse, neglect, or failure to follow our care instructions (e.g. water damage, horse chewing, improper cleaning products, etc.).

Return Conditions

• Returns are accepted within 14 days from the purchase date. Proof of postage must be kept if delays occur.

• All returns must:

  • Be pre-approved via email

  • Be in original, resaleable condition with all tags, labels, and packaging intact

  • Include proof of purchase and order number

• Boxed items must be returned with outer protective packaging. Do not attach shipping labels directly to the presentation box—returns that do not meet this requirement may be refused or incur a repackaging fee.

• Return postage is the responsibility of the customer. We require that all return parcels include tracking, and strongly recommend insurance for items over $100, as we are not liable for lost or damaged return shipments.

Non-Returnable Items

• Sale or discounted items are final and cannot be returned unless faulty.

• Jewellery and accessories (e.g. earrings) are non-returnable due to hygiene reasons.

Change of Mind Policy

We do not offer refunds for change of mind, price dissatisfaction, incorrect product selection, or errors in applying discount codes or payment methods. Orders cannot be cancelled once processed.

Please review your cart carefully before finalising your purchase.

Shipping Selection Responsibility

If incorrect postage is selected at checkout (e.g. choosing Free Local Delivery outside of the Calen or Mackay regions), a $15 administration fee will be charged in addition to the correct postage rate.
This fee is non-negotiable and non-refundable, so please take care when selecting your shipping method.

Natural Leather Characteristics

Please note:
Small marks, minor discolorations, and scars are natural characteristics of genuine leather and cowhide and are not considered faults. These features add authenticity and uniqueness to each piece.

Need Help?

If you are not satisfied with your order or have questions, we strongly encourage you to contact us within 10 days of receiving your item so we can work with you to resolve the issue or offer an appropriate solution.

📧 Email: artisanandlaer@outlook.com.au

Thanks
Kylie