Refund policy

Le Artisan Haus – Returns, Exchanges & Damage Policy

At Le Artisan Haus, every tumbler is handcrafted and custom-made to order. Because of this, all sales are final. We do not accept returns, refunds, or exchanges for change of mind, colour variation, incorrect choices, or personal preference.

Faulty or Damaged on Arrival (Required by Australian Consumer Law)

If your tumbler arrives with a verified manufacturing fault or damage caused during transit, we will provide the appropriate remedy in accordance with Australian Consumer Law.

Our default remedy for minor faults is a replacement, not a refund.

Refunds are only provided in the rare case of a major failure, as defined by ACL.

Eligible issues include:

  • Cracks, dents or structural damage consistent with transit damage

  • Significant print or wrap defects (severe misalignment, major blurring, incorrect design sent)

  • Faulty lids or hardware (hinge breakage, seal malfunction)

  • Incorrect item received

Issues not considered faults include:

  • Colour differences caused by screen brightness or lighting

  • Change-of-mind or preference-based dissatisfaction

  • Minor variations in handmade or printed elements

  • Damage caused by the customer after delivery

Strict Damage Verification Requirements

To protect our small business and ensure every claim is genuine, all claims must be submitted within 48 hours of delivery.

To assess the issue properly, you must provide:

  1. Clear photos of the affected area

  2. A photo of the tumbler inside the box showing packaging materials

  3. Photos of the external packaging, including the shipping label

  4. A photo or video of the unopened parcel (if available)

  5. Your full name and order number

Claims submitted without all required photos may not be approved.
Claims made after 48 hours may be declined unless required otherwise by law.

Order Verification Photos

For quality and security reasons, Le Artisan Haus photographs every completed tumbler and its internal packaging before dispatch.
These photos will be used to compare against any damage claim to verify the condition of the item at the time it left our studio.

This process protects both our customers and our business from fraudulent or incorrect claims.

Non-Returnable Items

  • Custom tumblers

  • Custom wraps and personalised designs

  • Sale items

  • Gift cards

All sales are final unless a verified fault is confirmed.

How to Report an Issue

Email us at leartisanhaus@gmail.com with the required photos and information.
Once approved, we will arrange your replacement in accordance with Australian Consumer Law.

Items returned without approval will not be accepted.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at leartisanhaus@gmail.com.