At ARTERO Sales Store, we take pride in providing premium grooming equipment and supplies to professional pet groomers and salon owners worldwide. While we strive for your complete satisfaction with every purchase, we understand that sometimes products may need to be returned or exchanged. Our policy is designed with the needs of grooming professionals in mind.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in its original condition (unused, unwashed, with tags intact)
  • Original packaging must be included
  • Return must be initiated within 15 days of receiving your order
  • A valid proof of purchase is required

Important Note: For hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Medical Equipment
  • Apparel (including Aprons, Jackets, and Leggings)
  • Bath Accessories that have been opened or used
  • Colognes and Conditioners
  • Chalk & Powder products

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with the following information (or use our template below):

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear ARTERO Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details:

Product Name: [Product Name]

Reason for Return/Exchange: [Please specify]

Preferred Resolution: [Refund/Exchange for (specify product)]

Attached is [proof of purchase/photos if applicable].

Thank you,

[Your Full Name] [Your Contact Information]

Step 2: Receive Authorization

Within 2 business days, our team will review your request and send:

  • Return authorization number
  • Shipping instructions
  • Return address (our facility in Detroit, MI)

Step 3: Ship Your Return

Package the item securely with all original packaging and include:

  • Return authorization number (clearly visible)
  • Copy of your original invoice

We recommend using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once received, we will inspect the item within 3-5 business days and notify you of the approval status.

Refund Information

Approved refunds will be processed within 5 business days after we receive and inspect your return. The refund will be issued to your original payment method:

  • Credit card (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
  • PayPal: Typically processed within 24 hours

Note that original shipping fees are non-refundable, except in cases of our error.

Exchange Information

For exchanges, we will ship the replacement item once your return is received and approved. Standard shipping rates apply unless the exchange is due to our error.

Damaged or Defective Items

If you receive a damaged or defective item (particularly important for professional equipment like Hydrobaths, Dryers, or Mixers):

  1. Contact us immediately at [email protected] with photos of the damage
  2. We will arrange for a replacement or refund
  3. In some cases, we may request return of the damaged item

For high-value equipment issues, our team may arrange specialized return shipping.

International Returns

For our international customers (excluding certain Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Customs fees for returned items are non-refundable
  • Processing may take additional time for international shipments

Questions?

Our customer service team, specializing in professional grooming needs, is happy to assist:

Email: [email protected]
ARTERO Sales Store
727 Nash Street, Detroit, US 48226