Refund policy
Returns & Cancellations
1) How to Start a Return (RMA)
- Send us an email at support@arcovery.com including your order number, the reason for return, and—if applicable—photos or a short video of any defects or shipping damage.
- After review, you’ll receive the exact return address and, if applicable, a prepaid return label. (We operate multiple warehouse locations, so return addresses may vary.)
- Pack the item securely and completely. Packages sent “postage due” cannot be accepted.
2) EU Right of Withdrawal (14 Days)
If your order was delivered within the European Union, you have the right to cancel your purchase within 14 days of receiving the goods without providing any reason.
Conditions:
- The product must be unused, undamaged, and in its original packaging.
- For items with direct skin contact (e.g., cooling masks), we can only accept returns if the product is unused and shows no signs of wear.
Costs & Refunds:
- Return shipping costs are borne by the customer (unless the item is defective).
- We will refund the item price including standard shipping within 14 days after receiving the returned goods.
- We may withhold the refund until we have received the goods or you provide proof of shipment.
Withdrawal Form:
If you wish to exercise your right of withdrawal, you can download our sample withdrawal form and send it via email to support@arcovery.com.
3) Return Policy for International Orders (Including the U.S.)
For orders delivered outside the European Union (including the United States), we offer a 30-day return policy from the date of delivery.
Conditions:
- Items must be unused, undamaged, and returned in their original packaging.
- Products with direct skin contact (e.g., cooling masks) can only be returned if unopened and unused for hygiene reasons.
Return Costs & Refunds:
- Return shipping costs are the customer’s responsibility (except in the case of defective or incorrect items).
- Refunds are processed within 10 business days after the returned item has been received and inspected.
- Refunds will be issued to the original payment method.
There is no statutory right of withdrawal under U.S. law. However, we voluntarily extend this 30-day return policy to all international customers to ensure a fair and consistent shopping experience.
4) Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon receipt.
Report visible damage or incorrect items within 7 days to support@arcovery.com (preferably with photos or a short video).
After review, you’ll receive a replacement or a partial/full refund.
In many cases, no return will be required — we’ll handle this individually.
5) Who Pays for Return Shipping?
- You — if you return the product without a defect or simply change your mind.
-
We — if the item is defective, damaged, or incorrect.
(In this case, you’ll receive a prepaid return label or reimbursement for shipping costs.)
6) Exchanges
Direct exchanges are not possible.
Please return the item as described in the RMA process and place a new order if needed.
This is the fastest and most convenient solution.
7) Excluded from Returns
- Used or damaged items
- Products showing clear signs of wear
- Personalized or custom-made products
The statutory right of withdrawal also applies to discounted items.
“Sale” is not a reason for exclusion.
8) Refunds
Once your return has been received and inspected, you’ll receive a confirmation email.
Refunds are issued within 10 business days to the original payment method.
If you haven’t received your refund after 15 business days, please contact us at support@arcovery.com.
9) Notes on International Returns
In some cases, returns may need to be sent to different warehouses (e.g., within or outside the EU).
You’ll receive the correct return address after approval in the RMA process.
Please do not send parcels to the sender’s address without return authorization.
📩 Contact
support@arcovery.com
Mon – Fri, 9:00 AM – 5:00 PM (CET)