At Arcaven, every product is custom-made to order specifically for you. Because each item is unique and created only after an order is placed, we follow a strict return policy modeled after our fulfillment partner.

 

Defective, Damaged, or Incorrect Items

Any claims for misprinted, damaged, defective, or incorrectly fulfilled items (e.g. wrong size or design shipped by mistake) must be submitted within 24 hourss after the product has been received.

• Resolution: We will provide a free replacement or a full refund for any item with a verified production or fulfillment error.

• How to Report: Please email support@arcaven.store with your order number and clear photographs showing the issue.

• Response Time: We respond to all claims within 1–2 business days.

• Include your order number and a clear unboxing video or high-resolution photos showing the issue.

• Claims without evidence, or made after 24 hours, can’t be accepted.

Custom Order Restrictions

Since every product is bespoke and created only once you order it, we do not accept returns or exchanges for the following:

• Change of Mind: We do not offer refunds if you simply decide you no longer want the item.

• Incorrect Size (customer-selected): We do not offer exchanges or refunds if you select the wrong size at checkout.

• Recommendation: Please review our Size Guide carefully on each product page before finalizing your purchase to ensure a perfect fit.

Packages Lost in Transit

For packages lost in the mail, all claims must be submitted no later than 24 days after the estimated delivery date. We will work with the carrier to investigate and, if confirmed lost, provide a replacement at no cost.

​​

Cancellations and changes
Orders can be cancelled only before printing begins (before the order status changes to Processing). Address or phone changes are possible only before dispatch. Once an order has shipped, neither can be changed.

 

Failed deliveries
If a parcel is returned to us because of an incorrect address or because it was refused, the order isn’t eligible for a refund. We can re-ship it if you cover the shipping charges again.

​

Refund Timeline

Once a refund is approved, it will be processed within 7–10 business days.

• Prepaid orders: Refunded to your original payment method.

• COD orders: Refunded via bank transfer — we'll request your bank account details once your claim is approved.

​

How to Start a Claim

1. Contact Us: Email support@arcaven.store within the timeframes listed above.

2. Authorization: Do not send items back to the return address on your package without prior authorization from our team.

3. Return Address: Authorized returns are typically handled by our production facilities. We will provide the correct address once your claim is reviewed.

 

Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the following Grievance Officer can be contacted for any complaints or concerns:

Email: support@arcaven.store Response Time: We aim to acknowledge complaints within 48 hours and resolve them within 30 days.