This Return and Cancellation Policy applies to event styling services and any physical items provided by Artisanwylight. Please read this policy carefully before booking our services.
Event styling services are custom-designed for each client and event. Cancellation terms are outlined in your service agreement. All cancellations must be made in writing via email or written notice and are subject to the terms agreed upon at booking.
When you cancel a service, the following terms generally apply, though specific terms may vary based on your service agreement:
We understand that circumstances can change, and we will work with you to find a mutually acceptable solution when possible, including rescheduling when feasible.
Deposit refunds are subject to the cancellation terms in your service agreement. Generally, deposits are non-refundable as they secure your event date and cover initial planning and preparation costs. However, deposits may be partially refundable if cancellation occurs with sufficient notice (typically 60 days or more) and we are able to secure an alternative booking for the same date.
If we are unable to provide services due to circumstances beyond our control (such as natural disasters, government restrictions, or venue closures), we will refund all deposits and payments made.
Refunds, when applicable, will be processed within 30 business days of cancellation confirmation and will be returned via the same payment method used for the original transaction.
Any decorative items, props, furniture, linens, or materials provided as part of our services remain the property of Artisanwylight unless specifically sold to the client. Rental items must be returned in their original condition within the timeframe specified in your service agreement, typically within 24-48 hours after the event.
Rental items are inspected before and after use. Clients are responsible for ensuring items are returned clean, undamaged, and in the same condition as when provided. Any missing items must be reported immediately.
Items purchased by clients (as opposed to rented) are non-returnable unless defective or not as described. Purchased items must be inspected upon delivery, and any defects must be reported within 48 hours.
Clients are responsible for any damage to rental items beyond normal wear and tear. Normal wear and tear includes minor scuffing, expected fading, or minor stains that can be removed through standard cleaning.
Damage fees will be assessed based on the cost of repair or replacement. We will provide an itemized list of damages and associated costs within 7 days of item return. Clients will be invoiced for damage costs, which must be paid within 14 days.
If rental items are lost or stolen, clients are responsible for the full replacement cost of the items. We recommend that clients ensure adequate security for rental items during the event.
We maintain insurance coverage for our inventory, but clients may be responsible for deductibles or uncovered losses as specified in the service agreement.
Custom-designed or personalized items, including but not limited to custom signage, monogrammed items, bespoke decorations, and items created specifically for your event, are non-returnable and non-refundable once production has begun, as these items cannot be used for other events.
If you cancel an order for custom items before production begins, you may be eligible for a partial refund, minus design fees and any costs already incurred. Once production has started, no refunds are available for custom items.
We will provide samples or mock-ups of custom items when possible, and you will have the opportunity to approve designs before production begins.
If you experience issues with our services on the day of your event, please contact us immediately so we can address the situation. We are committed to ensuring your satisfaction and will make every effort to resolve issues promptly.
We maintain on-call support during events to address any urgent concerns. Contact information for event day support will be provided in your service agreement.
If we are unable to resolve an issue during the event, please notify us in writing within 48 hours of the event conclusion. We will investigate the matter and work with you to find an appropriate resolution, which may include partial refunds, credits, or other remedies as appropriate.
We are not responsible for issues caused by factors beyond our control, such as venue restrictions, weather conditions, or third-party vendor problems, though we will assist in finding solutions when possible.
If you need to reschedule your event, we will do our best to accommodate the new date, subject to availability. Rescheduling requests should be made as early as possible and in writing.
Rescheduling may incur additional charges if the new date requires different materials, seasonal pricing, or if we have already incurred costs that cannot be transferred. Any additional costs will be discussed and agreed upon before confirming the new date.
If we are unable to accommodate a rescheduled date, standard cancellation terms will apply.
We are not liable for delays or inability to provide services due to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government restrictions, venue closures, supplier failures, or other force majeure events.
In such circumstances, we will work with you to reschedule services when possible. If rescheduling is not possible, we will refund payments made, minus any non-recoverable costs already incurred.
For questions about returns, cancellations, or this policy, please contact us:
Email: info@artisanwylight.world
Phone: +61 2 9876 5432
Address: 123 Collins Street, Melbourne VIC 3000, Australia
Last updated: January 2025