Arty Llama Returns & Refund Policy

At Arty Llama, our products are made especially for you and feature original artwork. We want you to love what you receive. Please read our returns and refund policy carefully below.

1. Damaged, Defective or Incorrect Products

Every product is carefully made and checked. However, if your order arrives damaged, has a manufacturing or printing defect, or is different from what you ordered, we’re here to help.

To request a replacement or refund:

• Email us at hello@artyllama.com within 7 days of delivery.

• Include your order number and a brief description of the issue.

• Share clear photographs of the product and its packaging.

• An unboxing video is helpful and may be required to verify certain damage claims.

Please keep the original packaging until your request has been reviewed.

Once we assess your request, we’ll let you know whether a replacement or refund can be offered. If the issue is confirmed, you will not be charged for the replacement.

2. Returns for Change of Mind

Our products are made to order, which means each item is produced especially for you.

For this reason, we generally do not accept returns or exchanges if you change your mind, no longer want the product, or simply prefer a different design or colour.

We encourage you to check the product images, descriptions and specifications carefully before placing your order.

This policy does not affect any rights you may have under applicable consumer protection laws.

3. Incorrect Product Selection

Please double-check your selection before placing an order, especially when choosing a phone case model or product variant.

If you select the wrong phone model, size, colour or variant, we generally cannot offer a free replacement or refund.

However, if we send you a product that is different from the one you ordered, please contact us at hello@artyllama.com within 7 days of delivery, and we’ll review the issue.

4. Colours and Artwork

We make every effort to represent our artwork and products accurately. However, slight differences in colour may occur due to screen settings, lighting, and printing processes.

Minor colour variations are not necessarily considered defects.

If your product has a significant printing issue, a missing design, or artwork that is clearly different from what you ordered, please email hello@artyllama.com within 7 days of delivery with photographs and your order number.

5. Order Cancellations

Since our products are made to order, we begin processing orders soon after they are placed.

If you wish to cancel an order, contact us as soon as possible at hello@artyllama.com. We’ll do our best to help, but cancellation cannot be guaranteed once production has started.

Orders that have already been produced or shipped may not be eligible for cancellation.

6. Delivery Issues and Undelivered Orders

Please ensure that your shipping address, PIN code and contact details are accurate when placing your order.

If an order cannot be delivered because of an incomplete or incorrect address, an unserviceable PIN code, repeated delivery failure, or refusal to accept the package, additional shipping charges may apply if you request reshipment.

If your order appears lost or significantly delayed, please contact us at hello@artyllama.com with your order number. We’ll check the shipment status with our fulfilment and delivery partners and advise you on the next steps.

If your order is confirmed as lost in transit, we’ll work with our fulfilment partner to arrange an appropriate resolution.

7. Refunds and Processing Timelines

If your refund request is approved, we’ll notify you by email and initiate the refund within 5–7 business days of approval.

• Refund to your original payment method: Once initiated, the time taken for the amount to appear in your account depends on your bank, card issuer or payment provider. It may take additional business days for the refund to reflect.

• Replacement orders: If a replacement is approved, we’ll arrange it through our fulfilment partner. Production and delivery timelines may vary.

• Refund confirmation: We’ll share an update once the refund has been initiated. If the amount does not appear within the expected timeframe, please contact us at hello@artyllama.com with your order number.

Please note that refunds are subject to review and approval under this policy and applicable consumer protection laws. This policy does not limit any rights you may have under applicable law.

8. Exchanges

We do not generally offer exchanges for a different design, colour, or variant if the product supplied matches your order and has no defect.

If you receive a defective or incorrect product, please follow the process in Section 1 so we can review your request.

9. Contact Us

Have a question about your order or need help with a return or refund request?

We’re happy to help.

Email: hello@artyllama.com

Please include your order number in your email so we can assist you faster.

Thank you for supporting Arty Llama and bringing a little more art into your everyday.