Return, Exchange & Refund Policy

We want your shopping experience with Artline to be as easy and enjoyable as possible. However, we understand that sometimes things don't go as planned.

Below, we've explained the most common situations involving returns, exchanges, and refunds, and what you can do in each case.

1. You've placed and received an order, everything is fine with the products, but you've changed your mind and would like a refund

Our range includes epoxy resins, pigments and colorants, additives, silicone molds, and gift cards.

We recommend choosing your products carefully before placing an order to make sure they're right for your project.

If you're unsure which product to choose, feel free to contact us by email, chat, or WhatsApp. We'll be happy to help you find the right product!

Your order hasn't been shipped yet

If you'd like to cancel your order before it ships, please contact us as soon as possible by email, chat, or WhatsApp.

Your order has already been shipped

Unfortunately, once your order has left our warehouse, we can no longer make changes to it. If you decide to cancel or return your order at this stage, please keep in mind that the return shipping cost is your responsibility and will be deducted from your refund.

Any additional costs related to your return, including fuel surcharges, customs duties, other delivery-related fees paid when placing your order, are also the buyer's responsibility and are non-refundable.

If you'd like to cancel or return your order, please contact us by email, chat, or WhatsApp.

We'll ask you to send the products back to us within 30 days using one of the courier services we've agreed on together. Alternatively, we can provide you with a prepaid return shipping label.

Please always use a tracked shipping service so that both you and our team can follow your return.

Our return address:
Na pántoch 18
831 06 Bratislava
Slovakia

To qualify for an exchange or refund, products must be unused and in their original packaging. Resin containers must keep their seal intact for a full refund. If the seal has been broken to check the product, the refund may be reduced by the loss in value of the product. The outer shipping box may be opened.

Once your return arrives at our warehouse, we'll check the products and send you an email confirming that we've received them.

We'll also let you know whether your refund has been approved or declined based on the condition of the returned products.

Refunds usually take up to 2-5 days from the date we receive your return at our warehouse. After that, it may take up to 10 days for the money to appear in your account, depending on your bank.

If more than 14 days have passed since your refund was approved and you still haven't received your money, please contact us by email.

Items that cannot be returned or exchanged

Please keep in mind that the following items are non-returnable and non-refundable:

• Gift cards

If you'd prefer a refund instead of an exchange, just let us know!

2. You've received your order, but something is damaged, defective, incorrect, or missing

We're sorry if something went wrong with your order! We'll do our best to sort it out as quickly as possible.

If you've received a damaged or defective product, the wrong item, or something is missing from your order, we'll arrange a replacement or send you the missing products.

Please contact us within 3 days of receiving your order by email, chat, or WhatsApp.

To help us resolve the issue quickly, please include:

• Your order number
• A short description of what's damaged, defective, incorrect, or missing
• Photos or, if possible, a short video showing the issue

For a standard exchange, products should be unused, unopened, and in their original packaging.

In some cases, we may ask you to return the damaged or defective products to us. However, this isn't always necessary.

Please contact us before sending anything back so we can review the issue and explain the next steps.

If a return is needed, please use a tracked shipping service so we can follow your parcel.

Our return address:
Na pántoch 18
831 06 Bratislava
Slovakia

Once your return reaches our warehouse, we'll inspect the products and send you an email confirming that we've received them.

We'll also let you know whether your refund has been approved or declined.

If you need the products urgently and don't want to wait for an exchange, we recommend placing a new order.

Refunds usually take up to 2-5 days from the date we receive your return at our warehouse. After that, it may take up to 10 days for the money to appear in your account, depending on your bank.

If more than 14 days have passed since your refund was approved and you still haven't received your money, please contact us by email.

3. You've placed an order, but you never received it

We understand how frustrating it can be when your order doesn't arrive. Here's what happens in different delivery situations. If your order hasn't arrived within 30 days of the shipping date and the courier hasn't confirmed delivery, please let us know. We'll contact the courier to investigate what happened and take the next steps depending on the situation.

3.1. Your parcel has been lost

If the courier confirms that your parcel has been lost or cannot confirm that it was delivered, we'll consider the order lost. In this case, you can choose between two options:

• We'll send your order again at no additional cost.
• We'll issue a refund for your order.

3.2. Your parcel is delayed for reasons related to the recipient

Sometimes a parcel may be held by customs or the courier because of an issue that needs to be resolved by the recipient. For example:

• Import duties or taxes haven't been paid.
• The recipient's details are incorrect or incomplete.
• Additional information or documents are required from the recipient.

In these situations, we cannot send a replacement order until the issue has been resolved.

If you'd prefer to cancel your order and receive a refund, we'll process the refund once the products have been returned to our warehouse.

If you still want to receive your order, delivery can continue once the issue has been resolved. If the parcel has already been returned to our warehouse, we can arrange to send it again.

3.3. Tracking says "Delivered," but you haven't received your parcel

If your tracking information shows that your order has been delivered, but you haven't received it, please contact us within 14 days of the delivery date shown in the tracking information.

You can reach us by email, chat, or WhatsApp. We'll contact the courier and request proof of delivery, such as a signature or delivery photo. If the courier cannot provide proof of delivery, we'll consider the parcel lost and follow the lost-parcel procedure described in Section 3.1.

4. Orders placed by businesses (B2B)

If you've placed an order as a business customer acting for commercial purposes (with a VAT ID), the legal right of withdrawal that applies to consumers does not apply to your purchase.

Returns and refunds for business orders are handled individually.

Please contact us at client@artline-resin.eu to discuss your situation, and we'll be happy to help.

5. Import duties, fuel surcharges, and customs fees

For orders shipped outside the European Union, such as to the United Kingdom, the United States, Canada, or other countries worldwide, the buyer is responsible for any additional charges that may apply in the destination country. Any applicable import duties, taxes, fuel surcharges, customs fees, and brokerage charges are the buyer's responsibility.

These charges are separate from the price of the products and may be collected by customs authorities or the courier.

Please contact us by email, chat, or WhatsApp if you have any additional questions or need more information regarding return, exchange, or refund.

Company details

ARTLINE GROUP EU S.R.L.
Str. Episcop Dr. Vasile Coman, Nr. 3, 410178, Oradea, Romania
Registration number: J2025067944003
VAT ID: RO52466306
E-mail: client@artline-resin.eu | Phone: +40 316 303 878