Returns & Refunds Policy

Your satisfaction matters to us. Because caviar and similar gourmet items are highly perishable, our return policy is designed to protect the safety and quality of every product we deliver. If there is an issue with your order, we will do our best to support you within the guidelines below.

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Freshness Guarantee:
All products leave our facility in proper condition. Please inspect your order as soon as it arrives. If you notice a concern related to quality, temperature, or the contents received, contact us within 24 hours. You may reach us at Concierge@artemiscaviar.com. Our team will assist you and, if applicable, provide a return authorization code or arrange a replacement.

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Eligibility for Returns:
Because of the nature of caviar, returns can only be accepted under very limited circumstances.

To qualify:

• The product must be unused and unopened, and the original tamper-evident seal must still be intact.

• All original packaging, including tins, ice packs, insulation, and the outer box, must be complete. Returns should be sent back in the same insulated container.

• The product must have been kept at an appropriate refrigeration temperature. We cannot accept returns if the cold chain has been broken, for example if cooling packs have melted due to delayed receipt or if the product was left unrefrigerated after delivery.

• The cooling elements in the package should still be chilled at the time of return.

• A Return Authorization (RA) code must be obtained from us within 24 hours of delivery. Returns without an RA code cannot be accepted.
   

If your return is approved, we will advise you on how to send the product back. In most cases, a pre-paid return label or courier collection will be arranged. Please keep all original packaging materials if you intend to request a return.

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Non-Returnable Items:
Caviar that has been opened, partially consumed, removed from its original packaging, or stored improperly cannot be returned or refunded. Perishable products that do not meet the conditions above are also ineligible. Sale items and gift cards are generally final sale. If you are unsure whether your product qualifies, please contact us for guidance.

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Refunds or Replacements:
Once the returned item reaches us, we will review its condition. If the return is approved, we will offer either a replacement shipment or a refund. Replacements will be sent as soon as possible. Refunds, when applicable, will be issued to the original payment method within ten [10] business days. Shipping fees are not refundable unless the issue was caused by our error. If your original order received free shipping, the actual delivery cost may be deducted from the refund when appropriate. We will notify you by email once your return has been processed.

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Damages and Issues:
If your order arrives damaged or if an incorrect item was delivered, please notify us within 24 hours. Photographs of the package or product may be requested to help us assess the issue. Do not discard any items or packaging until we have advised you. All products are inspected before dispatch, although rare issues can occur, and we are here to support you if they do.

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Exchanges:
We do not offer product exchanges, such as switching one caviar variety for another, once an item has been dispatched. To receive a different product, a new order should be placed. If the item you received was defective or incorrect, we will naturally replace it with the proper one.

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Important Notes:
Returns that do not meet the criteria above will not be accepted. We may refuse a return or refund if the item shows signs of being opened, warmed, or otherwise handled in a way that compromises its safety. These measures allow us to maintain the highest standards for all customers.

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By purchasing from Artemis Caviar, you acknowledge and accept these Returns & Refunds terms. For any questions or clarifications, please feel free to contact us. We are here to assist with care and attention.

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