Refund policy
RETURNS & REFUNDS
We want return and refund requests to be handled clearly and fairly. Nothing in this policy limits any mandatory consumer rights or remedies that apply to your purchase under applicable law.
RETURN REQUESTS
Before sending any item back, contact support@arctavo.com and include your order number and the email address used for the order.
Please do not send a product to an address shown on the original parcel or to any other address unless ARCTAVO has provided or confirmed the appropriate return instructions. Returns sent without sufficient identifying information or to an incorrect destination may be delayed.
RIGHT OF WITHDRAWAL
Where applicable law gives you a statutory right to withdraw from a distance purchase, you may exercise that right within the applicable statutory period. For consumers covered by the European Union/European Economic Area distance-selling rules, this is generally 14 days from the date on which you, or a third party designated by you other than the carrier, receives the goods.
To exercise a right of withdrawal, you must communicate a clear and unequivocal decision to withdraw from the purchase to support@arctavo.com before the applicable withdrawal period expires.
Where the statutory withdrawal right applies, the goods must then be sent back within the period required by applicable law after you have communicated your withdrawal.
RETURN CONDITION AND DIMINISHED VALUE
You may inspect and handle an item to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same general manner as you could reasonably inspect it in a physical store.
Where permitted by applicable law, you may be responsible for any diminished value resulting from handling or use beyond what is necessary for that purpose.
Examples of handling that may cause diminished value can include, depending on the circumstances, extended outdoor use, skiing or snowboarding in the jacket, staining, damage, contamination, strong odors, washing, alteration, or other use beyond reasonable inspection and fitting.
Any assessment of diminished value will be based on the actual condition of the returned product and applicable law.
RETURN SHIPPING
For a change-of-mind return or statutory withdrawal, the customer is responsible for the direct cost of returning the goods where applicable law permits this and where the customer has been properly informed of that responsibility.
We strongly recommend using a tracked return method and retaining the shipping receipt and tracking information until the return has been resolved.
If goods are defective, non-conforming, or incorrect and applicable law requires ARCTAVO to bear return costs, those rights remain unaffected.
WRONG, DAMAGED OR DEFECTIVE ITEMS
Please inspect your order after delivery.
If you believe you received the wrong product, or the product arrived damaged, defective or otherwise non-conforming, contact support@arctavo.com promptly.
Please provide:
- your order number;
- the email address used for the order;
- a clear description of the issue; and
- reasonable photographs or video showing the issue where relevant and reasonably possible.
We may request additional information reasonably necessary to investigate the claim.
These evidence requests do not limit any mandatory rights or remedies available under applicable consumer law.
REFUNDS
Where a refund is due, it will be issued to the original payment method unless applicable law requires otherwise.
For statutory withdrawal returns, where permitted by applicable law, ARCTAVO may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods were sent back, whichever occurs first under the applicable rules.
Once ARCTAVO issues a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Where applicable withdrawal law requires reimbursement of the original delivery cost, reimbursement is limited to the amount required by law. If you voluntarily selected a delivery method that costs more than the least expensive standard delivery method offered, the additional delivery cost may not be refundable where permitted by applicable law.
EXCHANGES
Contact support@arctavo.com before returning an item for exchange.
Exchange availability is not guaranteed and may depend on stock, destination, product condition and the circumstances of the request.
This does not affect any replacement or other remedy to which you are entitled for defective or non-conforming goods under applicable law.
ORDER CHANGES AND CANCELLATIONS
If you need to change or cancel an order, contact support@arctavo.com as soon as possible.
We will attempt to accommodate the request if the order has not entered processing or fulfillment, but we cannot guarantee that an order can be changed or cancelled after processing has begun.
Any statutory cancellation or withdrawal rights that apply independently of our ability to stop fulfillment remain unaffected.
REFUSED, UNCLAIMED AND UNDELIVERABLE SHIPMENTS
If a shipment is refused, left unclaimed, or returned because the customer supplied an incomplete or incorrect address, contact ARCTAVO so the circumstances can be reviewed.
Any refund, reshipment, return cost or other adjustment will be determined according to the circumstances and applicable law.
We do not automatically treat a carrier return-to-sender event as a completed customer return.
PAYMENT DISPUTES
If you believe there is a problem with an order, charge, delivery, refund or product, please contact support@arctavo.com first. This gives us an opportunity to investigate tracking, fulfillment records, order details and correspondence and to resolve legitimate problems quickly.
If a payment dispute or chargeback is opened, ARCTAVO may provide the payment provider with relevant transaction records, including order details, the policies applicable to the transaction, fulfillment and tracking information, delivery information, and relevant customer communications, as permitted by applicable law and our Privacy Policy.
Nothing in this section limits any right you may have under applicable law or the rules of your payment provider.
CONTACT
For return or refund questions:
support@arctavo.com