Reporting a problem
All products we sell are new and factory-fresh. Please notify us if your order is incomplete or damage has occurred in transit within 5 business days of receipt. Product faults upon discovery, or first occurance, must be reported to us as soon as reasonably possible.
Consumers reporting a product fault should contact the retailer involved as soon as possible. We work closely with our retail partners to resolve legitimate warranty claims in a timely manner.
Our warranty doesn't cover normal wear and tear, inappropriate use or abuse of a product. Always read the assembly and care instructions before assembling or using a product for the first time.
Online reporting form for retailers
We prefer to be notified via our online reporting form.
This link only works if you've logged into your wholesale account. It automatically populates the form with your account details. You can also drag and drop supporting images as you go.
Alternatively you can send us an email: info@artiwood.com.au.
Please include the following information in your email:
- The brand and name of the product. Please include the Artiwood product code (which can be found on our website).
- A photo that clearly show the entire product, plus one or more close-up images of the fault or damage you are reporting. Please ensure your images are in focus and well lit.
- A brief summary of how the damage or fault was discovered.
- Details of any actions you've taken to repair or restore a product to factory condition.
We’ll then instruct you what to do next.
Refunds and replacements
We hold a limited range of spare parts in Australia for our most popular items. If we can we'll ship replacement parts to restore a product to full working condition.
Our standard policy is to apply a credit note to your wholesale account if we agree to compensate you for damaged or faulty goods. However, we reserve the right to repair or replace your purchase rather than credit your account.
The value of products missing from your order will be credited to your wholesale account.
Order Packing Errors
Always check the accuracy of your order upon receipt.
We check the accuracy of every order at three separate stages to ensure you receive exactly what you ordered. However, we know things can go wrong.
Click here for more information if you've received an incomplete or incorrect order.
Our full terms and conditions
- You can find terms and conditions for doing business with us here.
- You can find terms and conditions for using our website here.
Your feedback is appreciated
Thank you for doing business with Artiwood Australia. Our customers are our most valued resource for feedback on our products and service. Please email us at: info@artiwood.com.au