Once the product has been processed including order verification, crafting, assembling, quality check, and packaging, we are no longer accept any cancellation of order.
However, as long as the package has not already processed, we can cancel your order and issue a full refund.
Let us know at firstname.lastname@example.org that you'd like to cancel your order as soon as possible within 12 hours after the order has been placed. Don't forget to include your order number and the reason why you'd like the cancel!
For a refund or replacement, we only accept the Arc Sand which arrive in a several condition :
- Damaged or missing parts Arc Sand
- Wrong Arc Sand received
To complete your refund, we require a receipt or proof of purchase.
To get a replacement for your Arc Sand, please contact us the details of your order.
There are certain situations where only HALF REFUNDS are granted :
- The item is not arrived to the address [delivery failed or delivery returned to us] because of customer's failure. It may happen if the local post office who delivered the product to your address can't find the address because of :
a. Incomplete address [street, house number, apartment number, etc must be complete].
b. No recipient at the customer's address [please make sure there's someone which authorized to take the packages from the office man, otherwise the package sometimes will be returned to the post office].
- The item is ready for self-pick up at the local post office [for some reason, the local post office in some country is not able to deliver the product to customer address] and customer doesn't pick up the package. The package will be held in the post office and waiting for pick up until certain time. If no one pick the package in the post office, they may returned the package to us again. And we don't responsible for this. So make sure that you are updated with the shipping information.
For those 2 conditions explained above, we can give customer 2 options :
1. Half-refund from the net purchase amount [not include the shipping cost]
2. Replacement to the customer.
We can re-send the package to the customer even though the first package is not delivered because of customer's failure. T&C applied :
- customer pay 20% of the purchase amount [it's additional for our operational cost, shipping cost, etc]
- we will ship out the good again to the customer's address [make sure it's a complete address]
- Please patiently wait for the new replacement!
Due to the customized nature of all of the products we produce at Arc Sand, we cannot offer returns. Your Arc Sand is designed and crafted with care and is entirely personal for you. The Arc Sand is made by order and all orders are final.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.