Política de reembolso

We want you to be happy with your cane and feel safe when ordering from us. This policy explains how returns, refunds, and our manufacturer’s warranty work for GC-Artis Walking Sticks Canes.

  1. QUICK SUMMARY
  • Return period (change of mind):
    you can return an unused item within 30 days from the date of delivery if you don’t like it, it doesn’t fit your style, or you simply change your mind.
  • Manufacturer’s warranty (120 days):
    each cane comes with a 120-day manufacturer warranty, structured as:
    • Full Warranty – first 30 days, and
    • Limited Warranty – next 90 days.
  • Who pays for return shipping:
    • If the item is defective, damaged in transit, or not as described – we pay return shipping (or may even solve the issue without requiring a return).
    • If you change your mind / don’t like / ordered by mistake – you pay return shipping.
  • Lifetime support:
    we offer lifetime support for all our canes, including help with replacement parts at special prices.

For customers in the EU/UK, this 30-day return period also includes and extends beyond your statutory right of withdrawal for distance contracts (where applicable).

This warranty is in addition to, and does not limit, any mandatory consumer rights you may have under the laws of your country of residence.

  1. 30-DAY RETURNS (CHANGE OF MIND)

You can return a cane within 30 days from the date of delivery if:

  • you don’t like how it looks or feels;
  • it doesn’t match your style or expectations;
  • you ordered the wrong item by mistake.

Conditions for a change-of-mind return:

  • The item must be unused, in original condition, and with all parts and accessories included.
  • The item must be returned in its original packaging (or equivalent safe packaging) to prevent damage.
  • Custom or personalized orders (for example, with engraving or custom design) cannot be returned for change of mind. They can only be returned if there is a defect or damage (warranty case).

Return shipping costs (change of mind):

  • You are responsible for the cost of return shipping.
  • Once we receive and inspect the item, we will refund the product price only.
  • Original shipping costs from Ukraine to your country are non-refundable, unless otherwise agreed in a specific case.
  • If the returned item shows signs of use, damage or missing parts, we may offer a partial refund or decline the refund, depending on the condition.
  1. WARRANTY RETURNS (DEFECTIVE / DAMAGED / NOT AS DESCRIBED)

We provide a 120-day manufacturer warranty starting from the date of delivery, divided into:

  • Full Warranty – first 30 days, and
  • Limited Warranty – the next 90 days.

This warranty applies when:

  • the product has a manufacturing defect;
  • the cane or its parts were damaged during delivery;
  • the item is not as described (serious discrepancy with the product description or photos);
  • hidden wooden defects appear during normal use;
  • there are functional issues during normal use, not caused by misuse or neglect.

Our responsibilities in a warranty case:

  • We take full responsibility if the product is defective, damaged during delivery, or not as described.
  • Under the warranty we may:
    • send a replacement product or replacement part, or
    • issue a full or partial refund, depending on the situation and your preference.

Who pays for shipping in a warranty case:

  • If it is our fault (defect, damage in transit, not as described), we cover:
    • return shipping costs (if we need the item back), and
    • shipping costs for replacement.
  • In many cases, we may not require you to send the product back if you provide clear photo/video evidence of the problem.
  1. WHAT IS COVERED / NOT COVERED BY THE WARRANTY

Covered (within 120 days):

  • damage during delivery (cracks, broken parts due to transport);
  • manufacturing defects (problems with assembly, joints, fittings, etc.);
  • hidden wooden defects that appear during normal use;
  • functional issues from normal use, not caused by misuse or neglect.

Not covered:

  • normal wear and tear of the finish (small scratches, scuffs, minor chips in the coating);
  • wear of replaceable parts (for example, rubber tips that wear down over time);
  • damage caused by misuse or accidents, including:
    • using the cane as a lever, tool or weapon;
    • strong impacts, falls or intentional bending/twisting beyond normal use;
  • damage caused by improper care:
    • exposure to aggressive chemicals or solvents;
    • storage in extremely damp or extreme temperature conditions;
    • neglect or obvious abuse;
  • damage caused by animals (bites, chewing, etc.).

If you are unsure whether your situation is covered, please contact us with photos and a description of the issue — we will review each case individually.

  1. UNDELIVERED ORDERS DUE TO CUSTOMS OR REFUSAL OF DELIVERY

If your order is returned to us because:

  • you refused to pay customs duties, taxes or import fees;
  • you did not collect the parcel from the post office or pickup point within the required time;
  • you provided an incorrect or incomplete address which prevents delivery; or
  • you otherwise refused delivery without a confirmed defect or error on our side,

we will treat this as a change-of-mind return once the parcel is safely received back.

In such cases:

  • Original shipping costs from Ukraine to your country are non-refundable.
  • We may deduct from your refund:
    • the cost of return shipping charged by the carrier, and
    • any customs, storage or handling fees we are charged as a result of the refused or undeliverable parcel.

If the parcel is destroyed by customs or the carrier due to non-payment of duties, refusal of receipt or failure to collect within the required time, and cannot be returned to us, we may not be able to issue a refund.

If the problem is caused by our own error (for example, we used an address different from the one you provided), please contact us — in such cases we will take responsibility in line with this policy.

  1. HOW TO REQUEST A RETURN OR WARRANTY CLAIM

To start any return or warranty claim, please:

  1. Contact us by email: gcartis@ukr.net
  2. Include in your message:
    • your order number;
    • your full name;
    • a description of the issue (why you want to return or what is wrong);
    • clear photos (and/or video) showing the defect or damage, if applicable.

We will review your request and reply with:

  • confirmation of whether your case is a change-of-mind return or a warranty claim;
  • instructions on where and how to send the item, if a return is needed;
  • information about the next steps (replacement, refund, repair, etc.).

Please do not send any items back before receiving our instructions.

  1. RETURN ADDRESSES

For your convenience and to reduce return shipping costs, we use partner warehouses in several countries. We will confirm the best return address when you contact us.

Current return addresses:

USA
Igor Shtylenko
27 Merry Lane NP000032540
East Hanover, NJ 07936
Phone: +1 973-947-6185

Canada
Igor Shtylenko
970 Verbena Rd ON NP000032540
Mississauga, Ontario L5T 1T6
Phone: +1 905-612-0029

United Kingdom
Igor Shtylenko (NP000032540)
Brother Parcel Post, The Square Hill Road
Maidstone, Kent ME15 7TL
Phone: +44 4792 625849

Australia
Igor Shtylenko
13B Permas Way, Couriers & Freight Australia
Truganina, Melbourne, VIC 3029
Phone: 1300 101 110

We may update or change these addresses over time. Always wait for our instructions before sending a return to ensure the address is still valid.

  1. RETURN SHIPPING & RISK OF LOSS

For change-of-mind returns:

  • You are responsible for the return shipping costs.
  • We strongly recommend using a trackable shipping service.
  • Until the parcel is delivered to our warehouse, the risk of loss or damage during return shipping remains with the sender.

For warranty returns (our fault):

  • We will either:
    • provide a prepaid return label or instructions, or
    • refund or credit your reasonable return shipping costs (as agreed in advance), or
    • decide that return is not required and handle the case based on photos/video.

If a return is sent without tracking and gets lost in transit, we may not be able to issue a refund or replacement.

  1. REFUND PROCESSING

Once we receive and inspect a returned item (when a return is required):

  • We will notify you by email that we have received your parcel.
  • We will inform you whether your refund or replacement has been approved or refused (and explain why, if refused).

If a refund is approved:

  • We will process the refund to your original method of payment (for example, credit card or PayPal).
  • The timing of the credit depends on your bank or payment provider; usually they need several business days to post the refund.

If you have not received your refund after we confirm that it has been processed:

  1. Check your bank or PayPal account again.
  2. Contact your credit card company or bank — they may need additional time to post the transaction.
  3. If you still do not see the refund, please contact us at gcartis@ukr.net with your order number and refund confirmation.

For change-of-mind returns, refunds are made for the product price only. Original shipping costs from Ukraine to your country are non-refundable, unless otherwise agreed in a specific case.

  1. LIFETIME SUPPORT

We provide lifetime support for your cane:

  • We are happy to advise you on care, maintenance and safe use.
  • If you need a replacement part (for example, a tip, decorative element, or other component), we will help you order it at a special customer price whenever possible.

To request support, please contact us at gcartis@ukr.net with your order ID and a short description of your question or issue.

  1. YOUR STATUTORY RIGHTS

Nothing in this Refund & Warranty Policy limits or excludes any mandatory consumer rights you may have under the laws of your country of residence.

If there is any conflict between this policy and mandatory consumer protection law, the law of your country will prevail, and this policy will be applied in a way that respects those rights.