Refund policy

Return and Refund Policy

At Artisan Alume, we want you to be completely satisfied with your purchase. Please read our policy below regarding returns, refunds, and replacements.

1. 30-Day Satisfaction Guarantee (First-Time Customers)

We offer a 30-day "Empty Bag" satisfaction guarantee exclusively for first-time customers on their first purchase of a single, individual formula (GreenGlow or ZenMoon).

  • The Guarantee: If you are not satisfied with your first bag, you may request a 100% refund of the purchase price, even if the bag is empty.
  • Exclusions: This guarantee does not apply to multi-pack bundles, The Luminous Ritual (AM+PM) set, or repeat purchases of the same formula.
  • How to Claim: To initiate a request, please email our support team at info@artisanalume.com within 30 days of your delivery date.

2. General Returns (Unopened Items)

For all other orders (subsequent purchases or non-eligible items), we accept returns on unopened products in their original packaging within 30 days of the delivery date.

  • Process: Please contact us at info@artisanalume.com with your order number to receive return authorization and instructions.
  • Condition: Items must be in their original, sealed, and undamaged condition.

3. Damaged or Defective Items

If your order arrives damaged or with a compromised seal, we are committed to making it right.

  • Reporting: Please report any shipping damage or manufacturing defects to info@artisanalume.com within 48 hours of receipt.
  • Evidence: Please include photographic evidence of the shipping box and the damaged product.
  • Resolution: Verified quality or transit issues will be resolved with a priority replacement or a full refund.

4. Shipping Costs

  • Original Shipping: Initial shipping costs paid at the time of purchase are non-refundable.
  • Return Shipping: The customer is responsible for all return shipping costs for standard returns. We recommend using a tracked shipping service, as we cannot be held responsible for lost return packages.

5. Refunds

  • Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund via email.
  • Timeline: If approved, your refund will be processed and automatically applied to your original method of payment within 3–5 business days.
  • Restocking Fees: There are no restocking fees for authorized returns.

6. Subscription Cancellations

  • Flexibility: You may pause or cancel your subscription at any time via your account portal.
  • Deadline: To ensure your changes take effect before your next billing cycle, cancellations must be made at least 72 hours before your next scheduled shipping date.
  • Policy: We do not offer refunds for subscription orders that were processed prior to the 72-hour cancellation window.