Refund policy

Cancellation, Returns & Refunds

Order Cancellation Policy

Arvenal reserves the right to cancel any order, in whole or in part, before dispatch due to unforeseen circumstances, including but not limited to:

  • Inventory shortages
  • Damaged or defective stock
  • Product quality concerns
  • Supplier delays
  • Pricing, listing or technical errors
  • Payment verification concerns
  • Suspected fraudulent activity
  • Orders identified as high risk
  • Operational or logistical issues
  • Any circumstance that prevents us from fulfilling the order as intended

If an order is cancelled by Arvenal before dispatch, the customer will be notified by email or phone, and any payment received will be refunded to the original payment method within 5–7 business days.

Customers may request cancellation only before an order has been dispatched by contacting us at arvenal.support@gmail.com.

Once an order has been dispatched, it cannot be cancelled.

Returns & Refunds

We offer a return or replacement only where a product has been verified as:

  • Damaged during transit
  • Manufacturing defective
  • Incorrectly supplied
  • Materially different from the product ordered

All return, replacement and refund requests are subject to verification and approval by Arvenal.

Submitting a request does not automatically qualify the customer for a replacement, return or refund.

Situations Not Covered

Returns, refunds and replacements will not be accepted for:

  • Change of mind
  • Personal preference
  • Unwanted purchases
  • Incorrect orders placed by the customer
  • Failure to read the product description
  • Failure to check product dimensions
  • Colour variation caused by display settings
  • Compatibility issues where compatibility information was available before purchase
  • Failure to follow usage instructions
  • Damage caused after delivery
  • Normal wear and tear
  • Minor cosmetic imperfections to external packaging that do not affect the product
  • Delays caused by courier partners
  • Products that have been altered, repaired or modified by the customer
  • Claims that cannot be independently verified

Eligibility Requirements

To qualify for return, replacement or refund, ALL of the following conditions must be satisfied:

  • The request must be submitted within 30 days of delivery.
  • The customer must provide the order number together with a complete description of the issue.
  • The product must be returned with all original packaging, accessories, inserts, manuals, complimentary items and components where applicable.
  • The product must not show signs of misuse, abuse, mishandling, accidental damage or unauthorised modification.
  • The customer must cooperate with Arvenal throughout the verification process.

Failure to satisfy any eligibility requirement may result in the claim being declined.

Verification Process

To protect both customers and Arvenal against fraudulent or unverifiable claims, every return, replacement or refund request undergoes a verification process.

Depending on the nature of the claim, Arvenal may request one or more of the following:

  • Clear photographs of the product
  • Clear photographs of the outer packaging
  • Photographs showing the courier label
  • Photographs of internal packaging
  • Video demonstrating the reported issue
  • Serial numbers where applicable
  • Batch numbers where applicable
  • An uninterrupted unboxing video beginning before the courier package is opened
  • Any additional photographs, videos or information reasonably required to investigate the claim

Providing photographs alone does not automatically establish that a product was delivered damaged or defective.

Arvenal reserves the right to request additional evidence at any stage before approving or rejecting a claim.

Failure to provide the requested evidence within a reasonable period may result in the claim being declined.

Unboxing Videos

For claims involving:

  • Transit damage
  • Missing items
  • Incorrect products
  • Missing accessories
  • Tampered packages

Arvenal reserves the right to require an uninterrupted unboxing video recorded continuously from the moment the sealed parcel is first opened.

The video must clearly show:

  • The sealed shipping package
  • Shipping label
  • Opening of the parcel
  • Internal packaging
  • Product
  • Reported issue

Edited, interrupted, incomplete or reconstructed videos may not be accepted.

Where an unboxing video is specifically requested but cannot be provided, Arvenal reserves the right to reject the claim if the issue cannot otherwise be independently verified.

Courier Investigation

Certain claims require investigation with our courier partners.

Where applicable, Arvenal may initiate an investigation before approving any replacement or refund.

The customer agrees to reasonably cooperate with any investigation by providing requested information or supporting evidence.

Courier investigations may require several business days.

Submission of a courier claim does not constitute acceptance of liability by Arvenal.

Arvenal reserves the right to wait for the outcome of the investigation before making a final decision.

Inspection of Returned Products

If a return is approved, the returned product will be inspected upon receipt.

A refund or replacement will only be approved if the returned product matches the condition described in the approved return request.

If inspection reveals:

  • misuse
  • customer-caused damage
  • missing accessories
  • missing components
  • different product returned
  • signs of tampering
  • normal wear and tear
  • inability to verify the reported issue

Arvenal reserves the right to reject the return and return the product to the customer.

Return Shipping

Where a return has been approved due to an error by Arvenal, verified manufacturing defect or verified transit damage, Arvenal will arrange or reimburse reasonable return shipping as applicable.

For any other approved return, return shipping costs may be borne by the customer unless otherwise agreed in writing.

Products must not be returned without prior written approval from Arvenal.

Unauthorised returns may be refused.

Refunds

Once an approved return has been received and inspected:

  • Approved refunds will be processed within 5–7 business days
  • Refunds will be issued only to the original payment method used for the purchase
  • Processing time by banks and payment providers may vary

Refunds will not be issued until Arvenal has completed its verification process.

Replacement Policy

Where Arvenal determines that a replacement is the appropriate resolution, a replacement product may be issued instead of a refund.

Replacement requests remain subject to stock availability.

Where a replacement product is unavailable, Arvenal may instead issue a refund at its discretion.

Right to Reject Claims

Arvenal reserves the right to reject any return, replacement or refund request where:

  • the request falls outside this policy;
  • the required evidence is not provided;
  • the claim cannot be reasonably verified;
  • the returned product does not match the approved return request;
  • the product shows evidence of misuse, abuse, mishandling or unauthorised modification; or
  • there is reasonable evidence of fraudulent, abusive or bad-faith conduct.

Contact Us

For all return requests, please contact:

Email: arvenal.support@gmail.com

Please include:

  • Order Number
  • Description of the issue
  • Photographs of the product
  • Photographs of the packaging
  • Any videos requested by Arvenal

Do not return any product until you have received written return authorisation from Arvenal.