Return & Refund Policy
At Artervia, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
1. 90-Day Money-Back Guarantee
We proudly offer a 90-Day Money-Back Guarantee.
You may request a return within 90 days of receiving your order if you are not satisfied with your purchase.
To initiate a return, please contact our customer support before sending any item back.
Email: contact@artervia.com
2. Eligibility for Returns
To qualify for a return, the following conditions apply:
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The return request must be submitted within 90 days of delivery.
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The product should be returned in its original packaging whenever possible.
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Items must not be intentionally damaged or altered after delivery.
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Proof of purchase may be required.
Products returned without prior authorization may not be accepted.
Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.
3. Return Process
To request a return, please contact us at:
Email: contact@artervia.com
Our customer support team will review your request and provide the appropriate return instructions.
Returns should only be sent to the return address provided by our customer support team.
DOTOU LIMITED
2301, 23/F BAYFIELD BLDG
99 HENNESSY RD
WAN CHAI, HONG KONG
Please do not send any product back without contacting us first, as the appropriate return location may vary depending on your order and fulfillment location.
4. Return Shipping Costs
Unless otherwise required by applicable consumer protection laws:
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Customers are generally responsible for the cost of returning the product.
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Original shipping charges are non-refundable unless the return is due to an error on our part.
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If the product is defective, damaged upon arrival, or incorrect, we will provide an appropriate solution, which may include a replacement, refund, or reimbursement of reasonable return shipping costs.
Any applicable return shipping instructions will be provided by our customer support team.
5. Damaged, Defective or Incorrect Items
Please inspect your order as soon as it is delivered.
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible at:
Please include:
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Your order number
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Your full name
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A description of the issue
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Clear photographs of the product and packaging
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Any other relevant information that may help us review your request
Our team will review your request and provide an appropriate solution as quickly as reasonably possible.
Depending on the circumstances, the solution may include a replacement, partial refund, full refund, or other appropriate remedy.
6. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, we recommend requesting a return if your order is eligible and placing a new order separately.
7. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund request has been approved.
If approved, your refund will be issued to your original payment method unless otherwise agreed or required by applicable law.
Refunds are generally processed within 10 business days after approval.
Please note that your bank, card issuer, PayPal, Klarna, or other payment provider may require additional processing time before the funds appear in your account.
If you have not received your refund within 15 business days after receiving confirmation that it has been approved, please contact us at:
8. Non-Returnable Items
The following items may not be eligible for return or refund where permitted by applicable law:
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Products intentionally damaged or altered after delivery
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Products returned without following our authorized return procedure
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Gift cards, where applicable
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Promotional or complimentary items
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Items that cannot be returned for hygiene, health, or safety reasons where applicable and legally permitted
Additional exclusions may apply where clearly disclosed before purchase and permitted by applicable law.
Nothing in this section affects your statutory or mandatory consumer rights.
9. Refused or Undeliverable Orders
If an order is returned because:
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The delivery address provided was incorrect or incomplete
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The package was refused
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The customer failed to collect the package
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Delivery attempts were unsuccessful due to circumstances attributable to the recipient
any refund may be reduced by non-refundable carrier, return, or handling fees where legally permitted.
Please refer to our Shipping Policy for additional information.
10. Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to cancel the order before it is processed or shipped.
However, once an order has entered fulfillment or has been shipped, cancellation may no longer be possible and the normal return procedure may apply.
11. Contact
If you have any questions regarding this Return & Refund Policy, please contact us:
Company: DOTOU LIMITED
Brand: Artervia
Address: 2301, 23/F BAYFIELD BLDG, 99 HENNESSY RD, WAN CHAI, HONG KONG
Email: contact@artervia.com
Website: https://artervia.com/