Refund policy

At ARQEN, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This Return & Refund Policy explains the conditions and process for returning products and requesting refunds.

Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

Be unused and in its original condition.
Include all original packaging, tags, and accessories.
Not show signs of damage, misuse, or alteration.

Items that do not meet these requirements may not qualify for a return.

Non-Returnable Items

The following items cannot be returned:

Gift cards.
Personalized or customized products.
Final sale items.
Products that have been used, damaged, or altered after delivery.
Items that are not eligible for return due to hygiene, safety, or resale restrictions where applicable.

How to Request a Return

To begin a return request, please contact our customer support team with:

Your order number.
The email address used for your purchase.
The reason for your return.
Any relevant photos or details about the issue.

Please contact us before sending any items back. Returns sent without prior approval may not be accepted.

Email: support@arqen.com

Return Shipping

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.

We recommend using a trackable shipping service when returning items, as we cannot guarantee receipt of returned packages.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.

Please provide:

Your order number.
A description of the issue.
Photos of the product and packaging.

After reviewing your request, we will determine the appropriate solution, which may include a replacement or refund.

Refunds

Once your returned item has been received and inspected, we will notify you about the status of your refund.

If approved:

Your refund will be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Original shipping fees may not be refundable unless required by applicable law or the return is due to an error on our part.