Refund policy

Return & Refund Policy 

 

Last updated: July 2, 2026

Because our products are consumable beverages bottled in glass, we are unable to accept change-of-mind returns or exchanges once an order has shipped. What we do stand behind is the condition your order arrives in. If bottles are damaged in transit, we will make it right. 

 

Damage & breakage in transit

Every order is packed with protective dividers and cushioning specifically because we ship glass. If any bottles arrive broken or damaged, you are covered.

  

We issue a partial refund proportional to the number of bottles affected. For example, if 3 bottles in a case of 12 arrive broken, we refund the value of those 3 bottles.

How to file a breakage claim

To file a claim, email support@artisanalaqua.com within 48 hours of delivery and include both of the following:

 

1. Your order number

2. An unedited opening video showing the sealed package being opened and the broken bottles, in one continuous, uncut take. We require a single continuous video rather than photographs because still images can be convincingly altered. A continuous opening video lets us verify the claim quickly and protects against manipulated evidence. Claims based on photographs alone cannot be accepted.

  

Refunds

Once your claim is approved, your refund is issued to the original payment method. Please allow a few business days for the refund to appear on your statement, depending on your bank or card issuer.

 

Incorrect or missing items

If you receive the wrong item or an item is missing from your order, contact us at support@artisanalaqua.com within 48 hours of delivery and we will resolve it.

 

Questions

Email us at support@artisanalaqua.com or write to Artisanal Aqua, 63 Austin Blvd, Commack, NY 11725, United States.