Return and Refund Policy
1. Overview
This Return and Refund Policy explains the process for returns, exchanges, and refunds. It works alongside our Terms of Service. Statutory rights relating to faulty, damaged, or incorrectly described items remain unaffected.
2. Return and Exchange Period
Requests must be submitted within 30 days of delivery. Requests received after this period cannot be accepted.
3. Return and Exchange Eligibility
Items will be eligible for return or exchange if they:
- Are unused and returned in their original condition.
- Include all original parts, packaging, and accessories.
- Show no signs of use or washing.
4. Non-Eligible Items
Returns or exchanges will not be accepted if:
- The item does not meet the required conditions above.
- Damage is caused by improper use or handling.
- The request is made without prior approval.
5. Return Request Process
To initiate a return or exchange, contact support@arnovae.com within 30 days of delivery. Include your order reference, item details, reason for the request, and relevant images. Unapproved returns will not be processed.
6. Incorrect or Damaged Items
If an item is received incorrectly or damaged, contact support@arnovae.com and include:
- Order reference number
- Description of the issue
- Images showing the received item and its condition
Verified cases will be resolved through a replacement or a refund.
7. Return Shipping
- Return instructions and address are provided after approval.
- Return shipping costs are covered by the store for incorrect or damaged items.
- For other approved returns, return shipping costs are the responsibility of the customer.
- No restocking fees are applied.
8. Refund Process
Returned items are inspected upon arrival. Customers will be notified regarding the approval status of the refund. Once approved, refunds are issued to the original payment method within 7 days of approval. Processing times may vary depending on the payment provider.
9. Exchanges
Exchanges are processed once the returned item has been received and verified. If the requested item is unavailable, a refund will be issued instead.
10. Order Cancellation
Cancellation requests must be submitted before processing begins by contacting support@arnovae.com. Orders already in processing cannot be cancelled and must follow the return process.
11. Fraud and Misuse
We reserve the right to refuse returns, exchanges, or refunds in cases involving suspected fraud, repeated misuse, or policy abuse.