Refund policy
We want you to feel confident about every Arsanima purchase. This policy explains how returns, refunds, replacements, and order changes are handled.
The policy displayed when an order is placed governs that order.
1. 30-Day Return Window
Eligible physical products may be returned for any reason. You must contact us within 30 calendar days after the product is delivered to request a return authorization.
Email hello@arsanima.studio with your order number and the item or items you want to return. If the return is authorized, we will provide the approved return address and return instructions.
You must give the return package to the carrier within 7 calendar days after receiving our authorization. If it is not shipped within that period, the authorization expires and the return request is closed.
Do not send returns to the address printed on the original shipping label or to any administrative address. Unauthorized returns might not be identifiable or processed.
2. Return Condition
Products may be briefly tried on to evaluate size and appearance. Returned products must not have been worn beyond a brief try-on, washed, altered, stained, marked, exposed to odors, or intentionally damaged.
The correct product, size, and quantity must be returned. Items that are missing, substituted, counterfeit, materially altered, or intentionally damaged are not eligible for a refund.
3. Return Shipping
Customers are responsible for purchasing and paying for return shipping for change-of-mind returns. We do not provide prepaid labels for these returns.
- Every return must use a trackable shipping service.
- If the expected merchandise refund exceeds $100 USD, the shipment must be insured for the full refund value and require a signature or equivalent proof of delivery.
- All items listed under one return authorization should be sent in one package unless we approve otherwise.
- Packages sent with postage due or cash on delivery will not be accepted.
A refund cannot be issued until the authorized return reaches our designated facility. Original outbound shipping charges are non-refundable for change-of-mind returns.
4. Inspection and Refunds
After the return is delivered, its contents will be recorded and inspected item by item. We will verify the returned products, quantities, condition, and any bundle or promotional requirements.
Approved refunds are issued to the original payment method for the amount actually paid for the accepted returned products after discounts, together with any applicable refundable tax. Your bank or payment provider determines when the credit appears in your account.
If the package contents do not match the authorized return, we may contact you for additional information before making a final decision.
5. Multiple Items, Bundles, and Promotional Gifts
Ordinary Multi-Item Orders
Products purchased separately in the same order may be returned individually. The refund for each accepted product is based on the amount actually paid for that product after discounts.
Curated Bundles and Sets
A product sold and priced as a single curated bundle or set must be returned with all included components. Partial returns of a bundled product are not accepted.
Complimentary Promotional Gifts
If a return causes the remaining order to fall below the requirement for a complimentary gift, the gift must also be returned in eligible condition. If it is not returned, the value disclosed for that gift at the time of purchase may be deducted from the refund.
6. Damaged, Defective, Missing, or Incorrect Products
Please contact hello@arsanima.studio within 30 days after delivery if a product arrives damaged, defective, missing, or incorrect.
For a damage or defect claim seeking a free replacement or another defect-based remedy, both of the following are required:
- A clear photograph showing the product and reported issue.
- A short, continuous, unedited video showing the product, printed design, size label, and reported issue.
We may provide a claim-specific verification code that must appear in the same continuous video. If multiple products are affected, all affected products must be shown together in the same frame.
Evidence that is materially altered, reused from another claim, inconsistent with the order, or insufficient to identify the product and reported issue may be rejected. One verified remedy is provided for each affected product unit.
After verification, we may provide a replacement at no cost. If a replacement is unavailable or another remedy is required by applicable law, an appropriate refund or alternative resolution may be provided.
For a missing or incorrect product, we may request photographs of the shipping package, shipping label, contents, and product label. If our records confirm that the error is ours, the resolution will be provided at no cost to the customer.
Slight differences caused by screen settings, lighting, or normal printing tolerances are not automatically considered defects.
7. Sizing and Care
Ordering the wrong size is not a product defect, but the product may be returned under the standard return process if all return requirements are satisfied.
Damage caused by washing, alteration, misuse, excessive heat, chemicals, or failure to follow the product’s care instructions is not considered a manufacturing defect.
8. Digital Products
Digital products cannot be physically returned and are generally non-refundable after they have been delivered, downloaded, or accessed, except where otherwise required by applicable law.
9. Cancellations and Order Changes
Orders are released to production within approximately one hour of purchase. For this reason, cancellations and changes to the shipping address, size, color, or variant are not available after checkout.
Please review your order and delivery address carefully before completing your purchase. Once your order arrives, eligible physical products may be returned under this policy.
10. Documented Abuse and Fraud
We may deny a return, refund, or replacement when objective records show missing or substituted products, counterfeit items, intentional damage, materially altered or reused evidence, or another material misrepresentation.
A documented pattern of abusive or fraudulent activity may result in additional review or refusal of future orders. A current return that satisfies the policy applicable to that order will still be processed.
Nothing in this policy limits rights that cannot legally be waived.
11. Start a Return or Report a Problem
Email: hello@arsanima.studio
For returns, use the subject line: Return Request – Order #[Order Number]
For damaged, defective, missing, or incorrect products, use the subject line: Product Issue – Order #[Order Number]
