Refund policy

Refund and Returns Policy

Effective October 12, 2026. This page explains exactly when Arrivelux will take a product back, how to arrange it, and when the money reaches you. It is deliberately specific, so that nobody has to guess.

When we accept a return

  • Manufacturing defect — a fault in the materials or the workmanship of the item.
  • Transit damage — the item was damaged on its way to you.
  • Wrong item — what arrived is not what you ordered.

When we do not

We cannot accept a return because you changed your mind, because a product turned out not to suit your taste, or because it is a different size from the one you pictured. Every listing carries its measurements and materials for exactly that reason, and if anything on a page is unclear, ask us before you order — we would far rather answer a question than process a disappointment.

The window

A return request must reach us within 30 days of the delivery date. Damage in transit is different and more urgent: report it within 72 hours of delivery, because the carrier claim depends on it.

Reporting damage

Send photographs showing all four of the following, which is what a carrier will ask for:

  • The visible damage to the product itself.
  • The outer shipping box and its condition.
  • The shipping label, readable in the photograph.
  • The packaging material inside the box.

How to start a return

  • Email support@arrivelux.com with your order number and a short description of the problem, attaching photographs where the item is damaged or defective.
  • We review the request and confirm whether it is eligible within 1-2 business days.
  • If it is approved, we send you return instructions. Please wait for them: an item sent back without them is difficult to trace.
  • Pack the item as it arrived and send it back following those instructions.
  • We inspect the returned item on arrival and process your refund.

Who pays the return postage

We do. On an approved return — a defective, damaged or wrong item — the cost of sending it back to us is ours, not yours, and you will not be charged for it.

Refunds

Refunds are issued to the original payment method used at checkout; we cannot send the money anywhere else. Once your return has been received and inspected, the refund is processed within 3-7 business days. Your bank or card issuer then takes its own time to show the credit on a statement, usually a few days more.

Exchanges and replacements

We do not run exchanges and we do not issue store credit. An eligible return is refunded, and you are free to order the item again if you still want it.

Cancelling an order

If you want to cancel, email support@arrivelux.com as quickly as you can. Orders move to packing fast, and one that has already been dispatched cannot be recalled — in that case, wait for it to arrive and then contact us.

Contact

Anything at all about a return or a refund: support@arrivelux.com or +1 (417) 491-4099, Monday-Saturday, 9:00 AM - 6:00 PM CT. We reply within 1-2 business days.