Refund policy

  • Last updated: 04/09/2026
  • Website: arcawellness.com
  • Website Owner: ARCA WELLNESS COMPANY LIMITED
  • Email: hello@arcawellness.com
  • Hotline: 097 839 9921

ARCA supports customers where products are delivered incorrectly, missing accessories, damaged in transit, or have technical/manufacturer defects under this Policy. This Policy applies to products purchased through ARCA's official website, store or sales channels unless a separate policy is clearly published at purchase.

1. Return timeframe

Customers should submit a return/exchange request within 7 days from receipt. For transit damage, incorrect delivery, missing accessories or non-intact outer condition, customers should contact ARCA within 48 hours to support timely verification and handling.

The 48-hour notice period is intended to support investigation of transport-related issues and does not automatically remove lawful customer complaint rights where the law provides otherwise.

2. Eligible cases

ARCA supports returns, exchanges, or refunds in the following cases:

  • The delivered product does not match the order placed;

  • The product is missing accessories, user manuals, or accompanying parts as described in the product description;

  • The product is damaged during shipping;

  • The product has a technical defect or manufacturer defect after ARCA has inspected and confirmed it;

  • ARCA is unable to provide a suitable replacement product where the product is eligible for return/exchange;

  • The product has no defect but remains in original condition, unused, with complete packaging, accessories, labels, and proof of purchase, and satisfies the hygiene, safety, and return/exchange conditions applicable to the relevant product category.

For products without defects, ARCA only considers return/exchange support if the product fully satisfies the conditions set out in this Policy. The “unused” condition shall not be used to refuse ARCA’s responsibility for products delivered incorrectly, missing accessories, damaged during shipping, or confirmed to have a manufacturer defect.

3. Conditions

Products sent back to ARCA must satisfy the following conditions:

  • The product, accessories, cables, controller, user manuals, and any accompanying gifts, if any, are complete;

  • The product packaging, box, seals, labels, product code, or serial number, if any, remain available;

  • Proof of purchase, order code, or order confirmation information from ARCA is available;

  • The product is kept in a condition suitable for ARCA to inspect, verify defects, or assess the product condition;

  • The product is not scratched, cracked, broken, dented, wet, exposed to chemicals, or otherwise affected by external impact, except where such condition results from shipping or from a cause attributable to ARCA, the shipping provider, or the manufacturer;

  • The product has not been disassembled, repaired, modified, or technically interfered with by any party not authorized by ARCA.

For products that come into direct contact with skin or the body, such as masks, red light therapy mats, or other personal wellness devices, ARCA only supports returns/exchanges if the product has not been used, except where the product is confirmed to have a manufacturer defect, was delivered incorrectly, is missing accessories, or was damaged during shipping.

If a product develops a technical defect after the return/exchange period but remains within the warranty period, the Customer’s request will be handled under ARCA’s Warranty Policy as published on the website or under the warranty conditions accompanying the product.

The customer should provide photos or video of the product, packaging, accessories and the issue to support intake, assessment and faster routing of the request.

4. Non-eligible cases

ARCA may refuse returns where the customer opened, tested or used the product without any technical/manufacturer defect, wrong delivery or ARCA fault; or where the product is scratched, cracked, deformed, chemically affected, externally damaged, disassembled, repaired or modified by an unauthorised party.

For products that directly contact the skin or body, such as masks, red light mats or other personal wellness devices, ARCA only supports returns where the seal is intact and the product is unused, except for verified defects or mandatory legal rights.

5. Process

ARCA may refuse a return/exchange request in the following cases:

  • The Customer has opened the box, tried, or used the product, but the product has no technical defect, manufacturer defect, delivery error, or issue attributable to ARCA;

  • The Customer changes their needs, changes their mind, no longer needs the product, or finds that the product does not meet personal expectations, unless ARCA has a separate support program/policy clearly announced at the time of purchase;

  • The product is damaged due to improper use, failure to follow instructions, improper storage, dropping, breakage, water exposure, moisture, fire, explosion, physical impact, or another cause attributable to the Customer;

  • The product has been disassembled, repaired, modified, or technically interfered with by any party not authorized by ARCA;

  • The product no longer has complete packaging, accessories, documents, seals, labels, or proof of purchase where the absence of such items affects ARCA’s ability to inspect, verify, or resell the product;

  • The product is part of a special discount program, clearance sale, gift, or promotional item with a clear notice that returns/exchanges are not applicable, except where the product has a defect attributable to ARCA, the shipping provider, or the manufacturer;

  • The product was not purchased directly from the website, store, or official sales channels of ARCA;

  • The return/exchange request is submitted after the prescribed period and is not covered by warranty or support under applicable law.

6. Return costs

ARCA covers return-shipping costs where goods are incorrectly delivered, missing accessories, damaged in transit or have verified manufacturer defects. In other approved cases not caused by ARCA, the carrier or the manufacturer, the customer may need to pay the relevant shipping cost.

7. Refunds

Refunds apply where the product is eligible for return, ARCA cannot provide a suitable replacement, or the parties otherwise agree under this Policy and applicable law. Refunds are made using the original payment method or another method agreed by ARCA and the customer.

Estimated refund timing is 7 to 15 business days after ARCA approves the refund. Delivery fees, payment fees or other incidental costs may not be refundable unless the issue is attributable to ARCA, the carrier, the manufacturer or otherwise required by law.