Refund policy
REFUND AND RETURN POLICY
We have a 30-day return policy, which means you have 30 days after the first delivery attempt of your item to request a return.
To start a return or report an issue, you must always contact us first through our contact form. Returns sent back to us without prior contact and authorization will not be accepted.
We have a 30-day return policy, which means you have 30 days after the first delivery attempt of your item to request a return.
To start a return or report an issue, you must always contact us first through our contact form. Returns sent back to us without prior contact and authorization will not be accepted.
Weekend Requests & Deadline Extension
Our customer support team operates from Monday to Friday. If your 30-day return window happens to expire on a Saturday, Sunday, or an official public holiday, your deadline is automatically extended until the next business day. Your request will be validated based on the exact date and time your email was sent, so you do not need to worry if you contact us during the weekend.
Damages and Issues (Defective or Broken Products)
Please inspect your order upon reception and contact us immediately through our contact form if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please inspect your order upon reception and contact us immediately through our contact form if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
- Mandatory Proof: To validate the issue with our fulfillment center, you must provide a clear photograph and a video showing the product's defect, along with a clear picture of the white shipping label attached to the original shipping box. Without these visual proofs, we cannot process a replacement or a refund.
- Preferred Solution (Free Replacement): Once the defect is verified, our preferred solution is to ship a brand-new unit to your address completely free of charge.
- Refund Option: If you prefer a refund instead of a replacement, it will be issued to your original payment method once the proof is verified. For verified damaged items, you do not need to ship the broken product back to us.
Returns by Choice (Right of Withdrawal)
If the product works perfectly but you simply changed your mind or no longer want it, you can return it under the following conditions:
- Return Shipping Costs: The customer is solely responsible for paying the return shipping costs. You must use the shipping carrier of your choice (such as your local post office) and pay for the shipping label yourself.
- Item Condition & Packaging: To be eligible for a refund, the item must be in the same condition that you received it, unworn or unused, and strictly in its original packaging. The customer will be held responsible for any depreciation or loss of value if the item or its original box is returned damaged, used, or altered.
- Return Address: Do not mail your package until you receive the exact return address from our team via email.
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 justification. As stated above, the item must be in its original packaging, unused, and the customer must assume the return shipping expenses to our center.
Refunds Process
We will notify you once we’ve physically received and inspected your return package, and let you know if the refund was approved.
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 infoarenlo@gmail.com.
Order Cancellations
Customers can request to cancel their order directly through their user account options on our store before the package enters the fulfillment and preparation phase. Once the order has been processed or shipped to your address, the automatic cancellation option will be locked by the system, and the buyer must follow the standard return process after receiving the package.
Customers can request to cancel their order directly through their user account options on our store before the package enters the fulfillment and preparation phase. Once the order has been processed or shipped to your address, the automatic cancellation option will be locked by the system, and the buyer must follow the standard return process after receiving the package.