Returns & Refunds

Last updated: 25 August 2026.

Artomall serves two kinds of buyer: consumers buying a piece for themselves, and businesses buying wholesale to resell. Your rights differ depending on which you are, so this page covers both. In either case the goods are sold by an independent supplier, and a return is agreed between you and that supplier, with Artomall stepping in if you cannot reach a fair outcome.

If you are buying as a consumer

Nothing on this page removes rights you have under consumer law. As a consumer you may change your mind and return an unused item in its original, unopened packaging within 14 days of delivery, subject to the exclusions below. Tell the supplier through the order before sending anything back.

Where you return an item purely because you changed your mind, you pay the return postage. The price of the item is refunded once it arrives back in resaleable condition.

If you are buying wholesale for resale

Bulk and trade orders do not carry a change-of-mind right. Ordering the wrong quantity, or finding the stock did not sell on, is a commercial decision rather than a fault in the goods. Trade buyers keep every right below relating to goods that are wrong, damaged, faulty or not as described.

Rights that apply to everyone

Whoever you are, you can return an order when:

The wrong item arrived – it is not what you ordered.
The shipment is short – less arrived than was invoiced.
It was damaged in transit – broken, bent or crushed on arrival.
It is materially not as described – the metal, plating, stone, purity, weight or finish differs from the listing in a way that matters. Gold-plated supplied as solid gold, or imitation stones supplied as natural, are clear examples.
It is faulty – clasps, links or settings that fail under normal use rather than through wear.

In these cases the supplier covers return postage, and you are entitled to a repair, replacement or refund.

Time limits

Damage, shortages and wrong items: tell the supplier within 48 hours of delivery.
Not as described or faulty: within 7 days of delivery.
Consumer change of mind: within 14 days of delivery.

Report a problem through Messages on the order so the conversation and the evidence stay attached to it.

What cannot be returned

These exclusions apply to consumer and trade buyers alike, and do not affect your rights where goods are faulty or not as described:

Pierced jewellery, for hygiene reasons – earrings and nose pins cannot be returned once the sealed packaging has been opened.
Custom, made-to-order and personalised pieces – including engraving and resizing done to your specification.
Goods altered after delivery – resized, engraved, re-plated, re-tagged or repackaged for resale.
Normal variation – handmade pieces vary slightly in finish, and screens show colour differently. Small variation is not a defect.

Check your order on arrival

Problems are far easier to resolve early. Photograph the outer packaging before opening it if it looks damaged in transit, and on a bulk order photograph the contents before separating or distributing stock.

How to start a return

Open the order in My Orders and message the supplier, describing the problem and attaching photographs.
Agree what happens next: replacement, partial refund, or return and full refund.
If you send goods back, keep the tracking number until the refund is settled.
If you cannot reach a fair outcome, email Contact@artomall.com with the order number and we will review the order, the messages and the evidence, and mediate.

How refunds are paid

A refund goes back the way the money came in:

Card payments are refunded to the card used, through Stripe or PayFast. Allow 5 to 10 working days, depending on your bank.
Bank or mobile wallet transfers are refunded to the account the payment came from. Allow 3 to 7 working days.
Cash on delivery orders were paid in cash directly to the supplier, so the refund comes from the supplier by bank or wallet transfer. Artomall never holds that money, but we will mediate if the supplier does not refund what was agreed.

Refunds are issued once returned goods have been received and checked, or immediately where no return is needed, such as a short shipment. Original delivery charges are refunded when the whole order was wrong or faulty.

Cancelling before dispatch

If your order has not yet been dispatched, message the supplier and ask them to cancel it. A cancelled order is refunded in full. Once goods are in transit, the return process above applies instead.

Effect on commission and affiliate earnings

When an order is cancelled or refunded, the platform commission and any affiliate commission on it are reversed automatically, so nobody earns on a sale that did not stand.

Contact

Artomall
Ground Floor, Volume, Bahria Paradise, Rawalpindi, Pakistan
Email: Contact@artomall.com
Phone: +92 336 1105100