Returns and Refunds

We generally do not accept returns or provide refunds because you change your mind, decide that you no longer want the product, order the incorrect item, choose the wrong size or quantity, or otherwise make an incorrect purchasing decision.

Please make sure you are satisfied with the product information and your order details before completing checkout.

This policy is subject to any consumer rights that cannot legally be excluded under applicable law.

Tropea products are handcrafted using genuine natural shell materials. Differences in colour, shape, markings, texture, arrangement and small measurements are normal characteristics of natural and handmade products.

These variations make each piece individual and are not automatically considered defects or reasons for return or replacement.

We encourage you to consider this natural variation when purchasing handmade shell décor.

If you believe the product you received materially differs from the product or specifications that were confirmed in your order, contact us with your order number, photographs and a description of the issue.

We will compare the item received with the confirmed order details. Where we determine that a material discrepancy resulted from our error, we will work with you to arrange an appropriate replacement or other solution.

Natural handmade variations alone are not considered a material discrepancy.

If your parcel or product appears to have been damaged during international transport, please contact us as soon as possible and provide clear photographs of the product, external packaging and internal packaging.

Do not dispose of the packaging until we have reviewed the issue, as photographs or packaging information may be required when investigating the shipment with the relevant carrier.

We will review each transport-damage case individually and advise you of the appropriate next step.

Customised, specially commissioned and made-to-order products are prepared according to agreed requirements and may involve production specifically for your order.

Once production has begun, these orders generally cannot be cancelled, returned or refunded because of a change of mind.

If we make a material error compared with the specifications that were agreed with you, please contact us and we will review the issue.

Wholesale, bulk and larger-volume orders may be subject to specific quotation, production, cancellation and replacement conditions agreed before the order is confirmed.

Because these orders can involve dedicated artisan production and significant international freight, they are generally not returnable for change of mind.

If separate written wholesale terms have been agreed, those terms will apply to the relevant order.

Please do not return or ship any item to Indonesia unless Tropea Artistry Bali has specifically instructed you to do so.

International packages sent without prior authorisation may encounter customs charges, import procedures, delivery refusal or other complications and may not be accepted.

Always contact us first so we can review your situation and provide the correct instructions.

To help us review an issue efficiently, please provide:

• Your order number.
• Your name and email address used for the order.
• A clear explanation of the problem.
• Clear photographs of the product.
• Photographs of the packaging where damage or shipping issues are involved.

Please contact us as soon as reasonably possible after discovering the issue.

Where we confirm that Tropea Artistry Bali made an error with your order, we will normally seek to resolve the matter by replacing or reshipping the affected product.

Replacement products remain handmade and made from natural materials, so reasonable natural variations between the original and replacement piece may still occur.

We will provide relevant information about preparation and shipping once the replacement has been arranged.

We do not generally provide refunds for change of mind, incorrect customer selections or other circumstances that are not caused by an error on our part.

Where a refund is required by applicable law, agreed by us as the appropriate resolution, or results from an eligible order cancellation, it will normally be processed through the original payment method.

Banking and payment-provider processing times are outside our control.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace rights or remedies that cannot legally be excluded under applicable consumer-protection law.

Where mandatory consumer law gives you rights that differ from this policy, those mandatory rights will apply.

If you have a problem with an order, contact Tropea Artistry Bali before sending anything back.

Please include your order number and enough information for us to understand the issue so we can review it as efficiently as possible.