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Return Policy

Thank you for choosing Arte Viva BV
At Arte Viva, we are committed to delivering high-quality safety solutions and reliable service to our business clients. If you experience any issues with your order, this policy outlines our process for addressing defective, damaged, or missing items, as well as our procedures for returns and refunds.

Reporting Issues
We kindly ask customers to inspect all deliveries upon receipt. If you discover a product is defective, damaged, or missing, please follow the steps below:

Defective Items

  • Contact us within 14 days of receiving the defective item.
  • Provide your order number, a description of the defect, and clear photographs or videos showing the issue.
  • Our team will guide you through the return or exchange process.

Damaged Items

  • If the package is visibly damaged upon delivery, inform the delivery personnel directly and take clear photographs of the damage.
  • Contact our team within 14 days of receiving the damaged item, providing your order number and the photographs of the damaged item and packaging.
  • Our team will assist you with the return or replacement process.

Missing Items

  • Review your packing slip or invoice to confirm which items were shipped.
  • Contact us within 14 days of delivery with your order number and a description of the missing item.
  • We will investigate and arrange shipment of the missing product if necessary.

Returns and Exchanges
Clients may request a return within 30 calendar days of delivery. To be eligible:

  • The item must be unused and in the same condition as received.
  • It must be in the original packaging (if applicable).
  • You must contact us first for approval and return instructions.

If you are not happy with the product after installing one strip, we will take back the rest of the uninstalled products and refund you 100% for the unused product we successfully receive back in our warehouse.

If more than one strip has been installed and you request a refund due to dissatisfaction, we reserve the right to send a company representative to inspect the installation. We will assess whether:

  • The product is unsuitable or does not meet requirements.
  • The product has been used incorrectly (e.g., installed on an incompatible door type).
  • The product has been installed incorrectly.

Refunds
Once we have received and inspected your return, we will confirm the outcome. If approved:

  • A refund will be issued to your original payment method.
  • Original delivery costs are non-refundable, unless the issue is due to a fault or our error.
  • If Arte Viva BV organizes the return, return shipping costs will be deducted from your refund unless we are at fault.
  • For card payments, we reserve the right to deduct the transaction fees, except when the return results from our error.
  • Refund processing time may vary based on your bank or card issuer.

Shipping
Unless the issue is due to an error on our part:

  • Clients are responsible for return shipping costs.
  • Return shipping is non-refundable.
  • If we arrange the return, the cost will be deducted from the refund unless the return is due to our error or a faulty product.

Contact Us
For any questions or assistance, please contact our team:

  • Phone: +31 343 57 69 54
  • Email: info@arteviva.nl

Policy Updates
Arte Viva BV reserves the right to amend this policy at any time. Any changes will be communicated via our website or formal correspondence.

We appreciate your continued partnership and are committed to resolving any concerns promptly and professionally.