Refund policy

Artisan Alume: Botanical Integrity & Satisfaction Policy

At Artisan Alume, we are committed to the purity, safety, and artisanal quality of our wellness blends. Because our products are ingestible supplements, we maintain strict health and safety protocols to protect our entire "Tribe."

1. THE 30-DAY "EMPTY BAG" GUARANTEE

We believe so strongly in the Botanical Integrity of our formulas that we want you to experience the full 30-day ritual without risk.

The Promise: Try it, love it, or get your money back. If you finish your first bag and don’t love the results, we’ll refund you 100%. Exclusively for first-time NZ customers.

Eligibility: Our 30-Day Good Faith Guarantee applies strictly to your first purchase of a single, individual formula (e.g., your very first bag of either ZenMoon or GreenGlow). Please note that this satisfaction guarantee does not apply to multi-pack bundles, full ritual sets, or repeat purchases of the same formula.

Timeframe: Claim must be initiated within 30 days of receiving your order.

The "Empty Bag" Factor: Unlike standard retailers, we do not require the product to be unopened; we encourage you to finish the bag to allow the adaptogens and botanicals to reach peak efficacy in your system.

2. QUALITY & TRANSIT GUARANTEE

We stand behind the formulation integrity of our botanical blends, crafted with care in New Zealand.

Manufacturing Defects: If you believe your product does not meet our premium standards (e.g., a compromised seal or manufacturing defect), contact info@artisanalume.com within 14 days of receipt.

Shipping Damage: While we take extreme care in packaging our matte black and gold pouches, accidents happen. Please report damaged items within 48 hours with photographic evidence of the shipping box and product.

Resolution: Verified quality or transit issues will be resolved with a priority replacement or full refund within 3–5 business days.

3. SUBSCRIPTION & CANCELLATIONS

For members of "The Tribe" on a recurring plan:

Flexibility: You may pause or cancel your subscription at any time via your account portal.

Deadline: To avoid being charged for your next shipment, cancellations must be made at least 3 days (72 hours) before your scheduled billing date.

Refunds: We do not offer refunds for subscription orders that were not cancelled before the 3-day deadline.

4. WHAT WE CANNOT COVER

To maintain our strict safety standards, we cannot accept returns or offer refunds for:

Change of Mind: For orders that have already been processed or dispatched (excluding the 30-day satisfaction guarantee).

Subsequent Purchases: The "Empty Bag" guarantee only applies to your first experience with a specific formula to prevent policy abuse.

Unauthorized Returns: Please do not mail products back to our Auckland facility without prior authorization from our team.

5. SHIPPING COSTS

Original Shipping: Initial shipping costs are non-refundable.

Return Shipping: In the rare event that a physical return is authorized, the customer is responsible for return shipping costs. We recommend using a tracked service.

HOW TO START A CLAIM

All claims, including the 30-Day Empty Bag Guarantee, must be initiated by emailing our support team at info@artisanalume.com. Please include your order number and a brief note about your experience so we can better support your wellness journey.