RETURNS & EXCHANGES

Return & Refund Policy

"If you don't feel like you got your money's worth, we lose."

Customer satisfaction is not just a priority; it is the foundation of our business. We want you to love what you ordered. However, we understand that sometimes things don't go as expected—and we are here to help. Below you will find our detailed policy regarding returns, refunds, and cancellations.

1. 30-Day Return Window
(General Returns)

For standard returns (e.g., changed mind), you have 30 days from the delivery date to initiate a return request.

  • The Rule: As long as you contact us via email to start the return process within this 30-day window, your request is valid.

  • Timing: The time it takes for the package to reach our facility does not affect your eligibility, provided you initiated the request on time.

BUNDLE PURCHASES
(e.g., Buy 2 & Save)

  • Rule: Returns must include all items from the discounted bundle.

  • Restriction: Partial returns are not accepted for bundled purchases. Since the discount is applied across multiple items, the value of a single discounted item cannot be individually determined.

PROMOTIONAL FREE GIFTS
(e.g., Buy 3, Get a Free Bag)
Free gifts are conditional upon meeting the minimum purchase requirement at the time of order.

  • Threshold Check: If any item from a qualifying order is returned and the remaining items no longer meet the promotional threshold, the free gift must also be returned in unused condition.

  • Deduction: If the free gift is not returned, its retail value will be deducted from the refund amount.

DIGITAL PRODUCTS

Due to the nature of digital goods, all digital products are non-refundable and cannot be returned once delivered or accessed.

2. Return Shipping Costs & Sizing
Since we are committed to sustainable logistics and donate returned items rather than reselling them for profit:

  • The Customer Pays: You are responsible for paying the return shipping costs for general returns. We do not provide prepaid shipping labels for these types of returns.

  • Sizing Disclaimer: Wrong size ordered is not considered a defect. We strongly recommend reviewing the Product Dimensions chart provided on each product page before placing your order.

3. Defective or Damaged Artifacts (Quality Assurance Protocol)

If an artifact arrives with a structural or printing anomaly, the responsibility is entirely ours. To ensure a swift and precise resolution, we operate under a strict diagnostic protocol.

  • Claim Timeframe: Claims must be submitted within 7 days of delivery.

  • Mandatory Verification: To process your claim, please email us with BOTH of the following:

    • A clear Photo of the anomaly.

    • A short, unedited Video demonstrating the issue (moving the fabric slightly to reveal the texture or defect).

  • Why Video? Static photographs are insufficient for our artisans to accurately diagnose anomalies within the Chiaroscuro architecture or Airlume fabric. A moving video allows our Quality Assurance team to pinpoint the exact structural issue and authorize your replacement immediately.

  • Color Variation Notice: Slight color variations may occur due to screen settings, lighting conditions, and the printing process. Such variations are not considered defects.

4. The "Care Ritual" & Product Integrity (Important)
Our designs are printed using specialized, eco-friendly inks that bond with the fabric at a molecular level. This "Masterpiece" requires specific care to maintain its structure.

  • Scientific Disclaimer: The "Care Ritual" (Cold Wash / Air Dry / Iron Reverse) listed on our product pages and labels is mandatory, not optional. High heat (above 30°C/90°F) or strong chemicals scientifically break down the ink bond and fabric fibers.

  • User Responsibility: Customers are responsible for reviewing the care instructions prior to first use and washing. Lack of awareness or failure to read the label does not exempt the product from the stated care requirements.

  • Liability: Damage caused by improper care (e.g., shrinkage from a dryer, cracking from hot washing, or ironing directly on the print) is considered User Error and is strictly excluded from our return/refund policy. We cannot accept responsibility for items damaged due to ignoring the care instructions.

5. Immediate Processing & Shipping/Delivery Liability
We pride ourselves on our Free Express Shipping (2-5 Business Days) service. To meet this lightning-fast delivery commitment, our automated logistics system sends orders to production instantly upon purchase.

  • All Sales Are Final: We cannot accept cancellations or changes to address/size/design after checkout, as the item is already being processed. Please review your order details carefully before confirming.

  • Incorrect Address Input: The accuracy of the shipping address entered at checkout is entirely the customer's responsibility. We do not issue refunds or free reshipments for packages lost, delayed, or returned to sender due to missing or incorrect address details (e.g., missing apartment numbers).

  • Stolen/Lost Packages (Porch Pirates): Once the carrier's tracking system marks a package as 'Delivered,' the security of that package becomes the customer's responsibility. Arsanima.studio is not liable for and will not refund or replace packages that are stolen from porches, mailboxes, or otherwise lost after a successful delivery scan.

6. Return Conditions & Hygiene Standards
To ensure that every customer receives a brand-new product, we do not restock or resell returned items. We maintain strict hygiene and quality control protocols. Therefore, all returned products are inspected and then donated to local charitable organizations. By adhering to this policy, we guarantee that every item sent to our customers is fresh from production and has never been worn or handled by another person.

7. Refunds

  • Standard Returns: Refunds for standard returns are processed only after the return package is received and inspected at our facility.

  • Defective Items: For verified defective or damaged items, refunds or replacements may be issued without requiring a return, subject to our review of the provided photo/video evidence. Please allow up to 5-10 business days for your bank to process the refund once approved.

8. Policy Abuse & Dispute Resolution

  • Policy Abuse: We reserve the right to refuse returns or refunds in cases of suspected abuse, excessive return behavior, or fraudulent claims (including AI-manipulated evidence).

  • Mandatory Contact Before Chargeback: Arsanima.studio is dedicated to customer satisfaction. Before initiating any chargeback or dispute with your bank or credit card provider, you are strictly required to contact hello@arsanima.studio to seek a resolution. Chargebacks initiated without prior communication are considered 'Friendly Fraud' and will be vigorously disputed using our policy terms as evidence, resulting in a permanent ban from our store.

How to Initiate a Return
IMPORTANT: Do NOT send items back to the address on the package without contacting us first. Returns sent without prior authorization will not be refunded.

  • Email: hello@arsanima.studio

  • Subject Line: Return Request - Order #[Your Order Number]

  • Details: Briefly explain the reason.

  • Attachments: For damaged items, please attach 1 Photo AND 1 Short Video file (Required for verification).

  • Response: Our team will respond within 1-2 business days.

Common Questions

  • Q: "I was busy and opened my package on the 27th day. Can I still return it?" A: Yes. For general returns, the 30-day window refers to the time you have to contact us. As long as you email us before day 30 ends, your return is valid. (Note: Claims for defects/damage must be made within 7 days of delivery).

  • Q: "Can I cancel my order 1 hour after placing it?" A: Unfortunately, no. To guarantee our fast shipping times, our system locks orders immediately. Once placed, the order is final.