Refund policy

Returns & Refunds

You may request a return within 30 days of delivery. Items must be unused and in their original condition, with all packaging, cables and accessories included.

How to start a return

Email hello@arctezia.com with your order number and the reason for the return. We'll reply within one business day with a return authorisation and the correct return address. Please don't ship anything back before you receive that address — parcels sent elsewhere can't be tracked or refunded.

Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, we will replace it or refund you in full — at no cost to you. You will not pay return shipping, and there is no restocking fee. Email hello@arctezia.com within 48 hours of delivery with photos of the item and the packaging, and tell us which you'd prefer: a replacement or a refund.

Change of mind

If you simply don't want it, the 30-day window still applies and the item must be unused and in its original condition. Return shipping in this case is at your own cost.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 3–5 business days. Your bank may take a further 5–10 days to post it. We'll email you when the refund is sent.

Cancellations

Orders can be cancelled for a full refund any time before they're dispatched. Once tracking is issued, treat it as a return.

Exchanges

To swap a colour, return the original for a refund and place a new order — that's the fastest route and avoids your replacement waiting on the return.