Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at arkxarrow@gmail.com. Please note that returns will need to be sent to the following address: 224 Melville Ave.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at arkxarrow@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items are (usually) re-sent or refunded (fully or partially), but refunds for damaged items are done through the shippers end (since it would have been damaged during shipping) and can take some time to come to a resolution. They also require the customer to fill out a forum to process and receive the return.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items). I do my best to work with the client and express what the end product will look like so there are no surprises. If you are unsatisfied, let me know (arkxarrow@gmail.com). We also do not accept returns for hazardous materials, flammable liquids, or gases. This includes our reed diffusers and room sprays. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at arkxarrow@gmail.com.
If continuous issues arise with the same customer we reserve the right to terminate that relationship. IF this happens you will be notified and any future purchases will be cancelled.