Refund and Returns Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Can I Return Items?

If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and Artmall will be unable to accept any returns.

Can I Cancel My Order?

When we receive customer orders, we begin processing them immediately. Our retail store has a no-return policy so, we, in turn, are unable to accept any customized items customers purchase from us. Thus, once an order has been placed and paid for, Artmall is unable to accept a cancellation of the order. Neither is Artmall able to process a refund (either to the customer’s Artmall wallet or their bank account). This, however, does not affect customers’ rights to a refund in the event that an ordered item is unavailable.

Do I Pay For Items That are Unavailable?

While we make every effort to display an accurate list of items that are in stock at the store, in the normal course of a business day, the shop may occasionally run out of some items. You will not be obliged to pay for any unavailable item. If you are not satisfied with the replacement suggested to you by the Personal Shopper, we will refund the monetary value of the item to your M-Pesa.

Do you Refund?

We only replace items if they are defective or damaged. If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be refunded to your M-Pesa or bank accounts.

Items Exempt for Return

Several types of goods are exempt from being returned. Perishable goods such as food, fruits, flowers, or chocolates cannot be returned. Additional non-returnable items:

• Downloadable and Digital Products such as eBooks, templates
• Custom-made and Personalized products such as Portraits, Mugs, Cards

How it Works

Only regular-priced items may be refunded. Sale items cannot be refunded. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@artmall.co.ke and send your item to Gachororo Road, Juja, Kenya.

To complete your return, we require a receipt or proof of purchase. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund, check your M∼Pesa or PayPal account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@artmall.co.ke.

Where to Return the Item

To return your product, you should mail your product to Gachororo Road, Juja, Kiambu, Kenya. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@artmall.co.ke and send your item to Gachororo Road, Juja, Kenya.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Let our customers speak for us

 
 
 
 
 
 
 
  
 
 
 
  
 
 
 Bonaventure Dossou 
 
25. February, 2024.
 
 
  
I have used the Artmall service. It has been amazing and just mind blowing 🤯. I would recommend them strongly
  
 
  
 
 
 
  
 
 
 kalemera annet 
 
14. November, 2023.
 
 
  
Happy client
  
 
  
 
 
 
  
 
 
 David Nyagaka 
 
30. October, 2023.
 
 
  
Thank you for coming through. God bless you.
  
 
  
 
 
 
  
 
 
 Stella Yolanda Kinyua 
 
30. October, 2023.
 
 
  
You'd be hard pressed to find someone who can consistently churn out well-thought, beautiful, creatives as well as you do. Wonderful customer service too.
  
 
  
 
 
 
  
 
 
 Mercy Memia 
 
27. October, 2023.
 
 
  
The design was very unique, creative and you can feel and see the passion in her work. I highly recommend this!!
  
 
  
 
 
 
  
 
 
 Francis Kamau 
 
27. October, 2023.
 
 
  
Amazing job, Cynthia went beyond expectations. Thank you
  
 
  
 
 
 
  
 
 
 red link 
 
25. October, 2023.
 
 
  
Amazing and Genuinely adorable design
  
 
  
 
 
 
 
 
 
 Google rating score: 4.9 of 5, based on 126 reviews 
 
  
 
 

How Can I Contact You

We are always happy to hear from you. If your question has not been covered on our FAQ page, please contact us and we will respond immediately within 1-2 business days. Contact us at info@artmall.co.ke for questions related to refunds and returns.

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