Your Rights - Returns, Cancellations, Exchanges, and Refunds
For online purchases, the consumer may exercise the right of withdrawal within 14 days of receiving the product, without having to provide a reason.
To communicate your desire to return the product, please contact us at artena.store1@gmail.com within the specified timeframe. After your request, you will be provided with instructions and the address to which to ship the product. Please do not return the product until you have received the relevant instructions.
The product must be returned within 14 days of notifying us of your withdrawal. The customer may examine and handle the product to the extent necessary to verify its nature and characteristics, as they would in a store. The consumer may be liable for any diminished value resulting from handling the product other than as necessary for such verification.
We recommend returning the product complete with all accessories and in its original packaging, adequately protected to avoid damage during transport.
Return shipping costs due to a change of heart:
In the event of a return due to a change of heart, the customer is responsible for the direct cost of the return shipment. Therefore, the customer will be responsible for paying for the shipping themselves.
If the product is damaged, does not conform to the order, or was received in error, please contact us at artena.store1@gmail.com, preferably attaching photographs of the problem. In these cases, the rights provided by the legal guarantee of conformity will apply, and the return shipping costs will not be charged to the consumer.
Refunds:
Following the exercise of the right of withdrawal, all payments due will be refunded in accordance with applicable law, including the costs of the initial standard delivery. Any additional costs resulting from the customer's choice of a more expensive delivery method than the standard delivery offered, or customs duties applicable in the consumer's country, will not be refunded.
Refunds will be made using the same payment method used for the purchase, unless otherwise agreed with the customer. Refunds will be processed without undue delay and in accordance with the terms established by applicable law. We may withhold reimbursement until we receive the returned product to verify its condition, or until proof of postage is provided. Once the return is received and verified, we generally process the refund within 7 business days.
Exchanges:
You may request an exchange for an item if available. For exchanges requested by the customer, the return costs and any reshipping are the responsibility of the customer. In the event of a damaged, non-compliant, or incorrectly shipped product, the legal protections will apply.
Customized products and products made to the customer's specific order:
The right of withdrawal does not apply to custom-made or personalized goods, made according to the customer's individual specifications, in the cases provided for by applicable law. This exclusion does not apply to standard products already made and available for purchase.
Contact:
For inquiries regarding returns, exchanges, damaged products, or refunds, please write to artena.store1@gmail.com or call us at +39 3248783000.
Last updated 01/09/2026
