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EU Return Policy

At Oriental Artisan, we value your satisfaction and strive to ensure a seamless shopping experience. This policy outlines your rights and our procedures regarding returns and cancellations for orders placed within the European Union.

1. Right of Withdrawal (Cooling-Off Period)

Under EU law, you have the right to withdraw from your purchase without providing any reason.

  • Withdrawal Period: You have 30 calendar days to notify us of your decision to withdraw.

  • Start Date: This period begins the day after you (or a third party indicated by you) receive the last item in your order.

  • Weekend/Holiday Extension: If the 30th day of your cooling-off period falls on a non-working day (weekend or public holiday), your deadline is automatically extended to the next working day.

2. How to Initiate a Return

To exercise your right of withdrawal, you must inform us of your decision to cancel the contract. You may do this by:

  • Using the "Withdraw from contract" button available in your account or order overview on our website.

  • Sending a clear, written statement via email to our customer support team.

Once you have notified us, you must send the goods back to us within 14 days of the date you communicated your withdrawal.

3. Cancellations

You may cancel your order at any time until it has been processed and fulfilled. Once an order has entered the fulfillment stage, you must wait until you receive the package and follow the standard return process outlined above.

4. Refunds

  • Processing Time: We will issue a full refund, including standard shipping costs, within 14 days of receiving your notification of withdrawal.

  • Retention of Funds: We may withhold your refund until we have received the returned goods or until you provide sufficient proof that you have shipped the items back to us, whichever occurs first.

  • Non-Standard Delivery: If you chose a premium or express delivery option, we are only required to refund the cost of our standard, least-expensive delivery method.

5. Return Shipping and Fees

  • Return Costs: Please be advised that the direct cost of returning the goods is the responsibility of the customer.

6. Exceptions

Please note that the right of withdrawal does not apply to:

  • Personalized/Custom-made goods: Items clearly tailored to your specific requirements.

This policy is provided in accordance with the EU Consumer Rights Directive (2011/83/EU) and the latest requirements regarding the online "Withdrawal Button" effective as of June 19, 2026.