HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from Artesano Home Decor will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation. Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange.
Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling. Returns made without receipt may be refused. Artesano Home Decor reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE INCORRECT DAMAGED?
Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team in our contact page to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
- In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
Shipping Policy -All orders will be shipped via FedEx Ground unless specified otherwise. If expedited shipping is required please contact our customer service directly.
KABIROS WARRANTY
General Finish Warranty
Kabiros reserves the right to either refund, repair, or replace the product under warranty. Warranties will cover the cost of the product, but will not cover the cost of removal or installation unless your order meets the requirements of Kabiros’s labor and workmanship warranty. Any labor warranty is subject to prior approval of a Kabiros field service manager. For both Endurance and 2205 Stainless Steel warranties, after 5 years the relevant warranty will specifically cover the affected parts of the system. Any unaffected parts are not covered. In the event of a claim, we may require the old part back for testing or that you provide photos or video of the issue. All replacements and solutions are at the discretion of Kabiros to offer. To file a claim, please contact Kabiros. Include your original order number, a brief description of the issue, and pictures of the issue.
Metal Product
Kabiros warrants that all metal products will be free from defects in material and workmanship under normal use applications. Kabiros offers a 10-year warranty on the structural integrity of the custom-made metal products.
Labor and Workmanship Warranty
Kabiros offers a 2-year labor and workmanship warranty from the date of purchase for products installed by a Kabiros certified installer. Damage suffered as a result of unintended use of the product, modifications by any third party, or “Acts of God” (i.e. house fire or natural disaster, etc.) are not covered as a part of the Kabiros labor and workmanship warranty. All labor and workmanship warranty claims are subject to prior approval of a Kabiros field service manager.
The Kabiros warranty applies only to normal use and reasonable wear conditions. Damage suffered as a result of unintended use of the product or “Acts of God” (i.e. house fire or natural disaster, etc.) are not covered as a part of the Kabiros warranty. In the event a customer owes any unpaid balance to Kabiros, Kabiros reserves the right to disclaim all warranty coverage.
Warranty Coverage
Metal Products:Kabiros metal products that are not installed according to the provided installation instructions will result in a null and voided warranty. Products shall be used for their intended purpose only. Do not hang or support other products from the Kabiros railing infill systems. Doing so will result in a null and voided warranty.
Glass Products:Kabiros will replace glass panels that arrive at the shipping address damaged, chipped, scratched, or different from the approved drawings. Kabiros does not warranty third-party glass mounting hardware; as such, providing your own glass mounting hardware will result in a null and voided warranty. Any products which are not properly maintained according to the guidelines set in the “Care and Maintenance” section will result in a null and voided warranty.
Warranty Claims or Damage Claims
It is the responsibility of the customer to uncrate and inspect all products prior to installation for damages within 5 business days of the delivery date. Damage claims must be filed with the Kabiros team within 5 business days of the delivery date. Damage claims filed after the product has been installed will not be honored, regardless of when they are filed. In the event of a product warranty claim or a damage claim, Kabiros may require the part be returned to its facilities or photos/videos be taken of the issue. All solutions and replacements are at the discretion of Kabiros to offer. See Return Policy for more details. To file a warranty claim, send a message through the ABBA CorpUSA website. Include your original order number, a brief description of the issue, and pictures of the issue. An installation that does not follow the Kabiros installation guidelines, or providing your own glass or hardware or panels or treads will result in a null and voided warranty. In the event of a powder coat warranty claim, please send a message through the ABBA CorpUSA website in order to obtain a chalk and gloss kit. Powder coat claims will only be considered if the issue is present in greater than 10% of the products in your system. Kabiros does not offer a warranty on iron balusters.