Refund policy

Last updated: March 31, 2026

We want you to feel confident when ordering from ArcGlow.

If you need help with a return, refund, or a product issue, please contact us first at roxiglowro@gmail.com.

1. Return window

We offer a 30-day return window, which means you can request a return within 30 days of receiving your order.

If your order is being delivered within the European Union, this policy also includes the consumer’s 14-day right of withdrawal required under applicable law.

2. Return eligibility

To be eligible for a return, the item must:
- be returned within the applicable return period
- be in the same condition in which it was received
- be unused
- be returned in its original packaging
- include proof of purchase or order details

We reserve the right to refuse returns that do not meet these conditions.

If an item is returned used, damaged, incomplete, or in a condition different from the one in which it was delivered, we may reduce the refund where permitted by law or refuse the return if the item is no longer eligible.

3. How to request a return

To request a return, email us at roxiglowro@gmail.com with:
- your order number
- the reason for the return
- clear photos if the item is damaged, defective, or incorrect

Do not send any item back without contacting us first and receiving return instructions.

If your return is approved, we will provide the next steps and the return address or return instructions applicable to your order.

4. Return shipping costs

If you are returning an item because you changed your mind, you are responsible for the return shipping cost.

If the item arrived defective, damaged, or incorrect, we will work with you to resolve the issue and cover return-related costs where applicable.

Original shipping charges are non-refundable unless required by law or unless the return is due to our error or a defective or incorrect item.

5. Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, contact us promptly at roxiglowro@gmail.com so we can review the issue and provide a suitable solution.

6. Exchanges

We do not offer direct exchanges.

If you want a different item or variant, the correct process is:
- request and complete an approved return, if eligible
- then place a new order separately

7. European Union 14-day withdrawal right

If your order is delivered within the European Union, you have the right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us within that 14-day period by email at roxiglowro@gmail.com.

The item must be returned in accordance with the return conditions described above, except where mandatory consumer law provides otherwise.

8. Refunds

Once we receive and inspect the returned item, we will let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please note that your bank or payment provider may need additional time to process and post the refund.

We may withhold the refund until we have received the returned goods or proof that they were sent back, whichever happens first. :contentReference[oaicite:1]{index=1}

9. Non-returnable items

We do not accept returns for:
- gift cards, if offered in the future
- items returned without prior return approval
- items that have been used, damaged after delivery, or returned incomplete, unless required by law

10. Contact

For any return or refund request, contact: 

roxiglowro@gmail.com