Refund policy

RETURN AND REFUND POLICY

This policy explains your rights when you buy from our online store.

SEVEN DAY COOLING OFF PERIOD
Under the Electronic Communications and Transactions Act, you can cancel your order without giving a reason within 7 days of receiving it.

To cancel, email us at melanie@arnocarstens.xyz within 7 days of delivery. Return the item in the condition you received it, in its original packaging. You'll pay the direct cost of returning the item to us.

We'll refund the full amount you paid within 30 days of the date you cancelled, using the payment method you used for your order.

AFTER THE COOLING OFF PERIOD
After 7 days, we don't accept returns or exchanges for change of mind. This doesn't affect your rights if an item arrives damaged or has a defect, as set out below.

DAMAGE DURING DELIVERY
We take care to package every item properly before it leaves us. If your order arrives damaged, please let us know as soon as possible, ideally within 48 hours of delivery. Email melanie@arnocarstens.xyz with photos of the damage and the packaging. We'll arrange a repair or a replacement. Where the item is a unique original that can't be repaired or replaced, we'll give you a full refund or, if you prefer, credit toward a future piece.

DEFECTIVE ITEMS
If an item has a defect you didn't cause, your rights under the Consumer Protection Act apply. Contact us and we'll arrange a repair, a replacement or a refund.

QUESTIONS
If you're unsure whether your item is eligible for anything above, or you have any other questions, email us at melanie@arnocarstens.xyz and we'll help sort it out.