Refund policy

We keep the return process clear from the first step. Contact ARWE before sending any item back so we can review the request and provide the correct instructions and return destination.

01 —30-Day Return Request Window

You may request a return within 30 calendar days of the date the item is recorded as delivered.

If products from the same order arrive separately, the request window is calculated from the recorded delivery date of each item.

A request submitted within this period must still meet the eligibility conditions below. Any mandatory rights available under applicable consumer protection law continue to apply.

02 —Return Eligibility

Unless the item is damaged, defective or incorrect, it must generally be:

• Unused, unworn, unwashed and unaltered
• In the condition in which it was received
• Complete with its original tags, accessories and manuals
• Returned with its original packaging

Your order number or another valid proof of purchase is required.

Before confirming eligibility, ARWE may request photographs, video, product labels, packaging details or other information relevant to the request.

03 —How to Request a Return

Email arwesupport@gmail.com with your order number, the item involved and the reason for the request.

If the item is damaged, appears defective or is not what you ordered, include clear photographs of the product, packaging and shipping label.

Wait for ARWE’s written authorization and return instructions before sending the item.

04 —Return Authorization and Destination

Some products are fulfilled directly by independent suppliers and fulfilment partners. ARWE remains your first point of contact and will coordinate the request with the partner responsible for the item.

If the return is approved, we will email the instructions and authorized destination for that specific request. The destination may be a supplier, manufacturer, fulfilment partner or return facility.

Do not send the item to the address printed on the original parcel or directly to a supplier or manufacturer unless ARWE has provided that instruction in writing.

An unauthorized return, or a return sent to the wrong address, may be refused or may not be identifiable as part of your request.

Ship an approved return within the timeframe stated in the instructions we provide.

05 —Return Shipping Costs

For an approved change-of-mind return, you are responsible for the return shipping cost unless ARWE confirms otherwise or applicable law requires a different result.

Use a tracked service and keep the shipping receipt until the return and refund process is complete.

Original shipping charges are generally not refundable for a change-of-mind return, except where required by law.

If an item arrived damaged, defective or incorrect, contact us before buying postage or arranging a return. We will review the request and confirm the appropriate shipping instructions.

06 —Damaged, Defective or Incorrect Items

Inspect your order after delivery. If an item is damaged, appears defective or differs from what you ordered, contact us promptly with your order number and clear supporting photographs.

Keep the product, included accessories and original packaging while the request is reviewed. Do not discard, modify, repair or return the item unless ARWE provides instructions.

We will review the evidence and coordinate with the relevant product partner. Depending on the circumstances and applicable law, the resolution may include a return, replacement, refund or another appropriate remedy.

07 —Non-Returnable Items

The following items are generally ineligible for a voluntary return:

• Gift cards
• Customized or personalized products
• Perishable goods
• Opened consumable products
• Opened personal-care or hygiene-sensitive products
• Hazardous materials, flammable liquids or gases
• Items identified as final sale at the time of purchase

A product may also be ineligible when it cannot legally or safely be transported through the available carrier network.

If you are unsure about an item, contact us before sending it. These exclusions do not limit remedies or rights provided by applicable law.

08 —Exchanges

ARWE does not process automatic direct exchanges.

If you want a different product, colour or size, request a return for the original item. Once that return is approved, you may place a separate order for the preferred option.

Availability and pricing for the new order may differ from the original purchase.

09 —Refund Review and Payment

When an authorized return reaches the designated facility, it will be inspected. We will email you when the review is complete.

The outcome is based on the item’s condition, the reason for return, supporting information, policy eligibility and any confirmation required from the relevant product partner.

If a refund is approved, it will be issued to the original payment method. Your bank, card issuer or payment provider may need additional time to process and display the credit.

10 —Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

Fulfilment may begin shortly after an order is placed, so changes and cancellations cannot be guaranteed once processing has started.

If an order can no longer be cancelled, you may request a return after delivery in accordance with this policy.

11 —Manufacturer and Supplier Warranties

Product warranties, when available, are provided by the relevant manufacturer or supplier and may vary by item.

Contact ARWE first with your order number and a description of the issue. We will review the available information and coordinate with the relevant product partner where appropriate.

Warranty coverage is determined by the terms that apply to the specific product and claim. ARWE does not operate an independent repair service.

12 —Additional Consumer Rights

Depending on your location, mandatory law may provide additional rights relating to cancellation, withdrawal, repair, replacement or refund.

For example, eligible consumers in the European Economic Area or the United Kingdom may have a statutory withdrawal period for qualifying online purchases, subject to applicable conditions and exceptions.

Mandatory rights apply in addition to this policy. Nothing in this policy removes or restricts rights that cannot lawfully be excluded.

13 —Contact ARWE

For return or refund assistance, email ARWE and include your order number so we can review the request efficiently.