Return and refund policy

Last updated: December 11, 2025

This Return & Refund Policy applies to all products purchased through artenzo.shop. We are committed to ensuring your satisfaction with every picnic mat and outdoor accessory purchase.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unused, clean, dry, free from any outdoor debris (grass, sand, mud), and in its original packaging.
  • You must provide a receipt or proof of purchase.

Non-returnable items:

  • Gift cards.
  • Used outdoor items: Any picnic mat that shows signs of outdoor use, stains, or washing cannot be returned.
  • Personalized items.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process To start a return, you can contact us at support@artenzo.shop or call us at +44 7521352718.

  • Step 1: Contact our support team with your order number and reason for return. Please include photos if the item is defective.
  • Step 2: If your return is accepted, we will send you instructions on how and where to send your package.
  • Step 3: Pack the items securely to prevent damage during international transit.

4. Return Shipping Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or defective in materials/workmanship, we will cover the return shipping cost (or issue a full refund without requiring a return, dependent on the situation).
  • Customer Remorse: If you purchased the wrong size/style, or you no longer want the item, the customer is responsible for the actual cost of return shipping.
    • Important Note: You will be returning the item to our facility in the United Kingdom. International shipping costs from Singapore can be significant. Please check shipping rates before initiating a return for non-defective items.
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer without contacting us first. Returns should be sent to our warehouse at:

213 Milton Road Southsea Hampshire, PO4 8PH United Kingdom

(Note: We strictly recommend using a trackable shipping service for international returns. We cannot guarantee that we will receive your returned item without tracking.)

6. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Currency Note: Refunds are processed in US Dollars (USD). If your bank account is in Singapore Dollars (SGD), the final refunded amount may vary slightly due to your bank's currency exchange rates at the time of the refund.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@artenzo.shop
  • Phone: +44 7521352718
  • Address: 213 Milton Road, Southsea, Hampshire, PO4 8PH, United Kingdom