Help & legal
Refund Policy
Last updated: October 2026
This policy explains the conditions for withdrawals, returns, exchanges, defects and refunds for purchases made through Ar Store.
1 – 14-DAY RIGHT OF WITHDRAWAL
Consumers may request a return without giving a reason within 14 calendar days from the date they, or a person designated by them, receive the order, where the statutory right of withdrawal applies.
To exercise this right, email info@arstoreclub.com before the 14-day period expires and clearly state your decision to withdraw. Include your full name and order number.
After notifying us, the goods must be sent back without undue delay and no later than 14 calendar days after the notification. Return instructions and the return address will be provided by customer service.
2 – RETURN CONDITIONS
Returned items must be:
- Unused, unworn and unwashed, except for handling reasonably necessary to inspect them.
- Complete and in the same condition in which they were received.
- Returned with their original packaging, accessories and documentation.
- For footwear, returned with the original shoe box protected inside suitable outer packaging; labels must not be attached directly to the shoe box.
The customer may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Proof of purchase is required. Returns sent without prior identification or sufficient order information may be delayed until they can be matched to a purchase.
3 – RETURN COSTS
For a voluntary return or change of mind, the customer pays the direct cost of returning the goods and must use a trackable shipping method.
If Ar Store confirms a manufacturing defect, damage attributable to us, or that an incorrect product was sent, Ar Store will bear the reasonable return or replacement shipping costs. Every product is quality-checked before dispatch, but this inspection does not limit the customer's statutory rights.
4 – IMPORT DUTIES AND TAXES
Whether import duties and taxes are included in the amount paid at checkout depends on the destination country. The complete list of destinations shipped DDP (duties paid by Ar Store) and DDU (duties payable by the recipient) is set out in section 3 of our Shipping Policy.
For DDU destinations, import duties, import taxes, VAT and customs clearance or handling fees are set by the authorities of the destination country, are not included in our prices, and are payable by the recipient directly to the carrier or to the customs authority before the parcel can be released. Ar Store cannot calculate or control these amounts in advance.
Customers shipping to a DDU destination are asked to check the import rules and charges applicable in their country before placing an order.
5 – PARCELS REFUSED, UNCLAIMED OR NOT COLLECTED
This section applies where a parcel is returned to Ar Store because the customer refused to accept it, did not pay the import charges due on it at a DDU destination, did not collect it within the carrier's holding period, or because the delivery address provided was incorrect or incomplete.
In these situations the customer may choose between a new shipment and a refund.
5.1 – Reshipment
A new shipment after a failed delivery is a new delivery and is charged separately. The cost will be communicated and must be accepted before dispatch. Any import charges applicable to the new shipment are payable under section 4 in the same way as on the original order.
5.2 – Refund
Where the customer prefers a refund, or does not respond, Ar Store will treat the order as cancelled and issue a refund once the goods have been received back.
From that refund Ar Store will deduct the direct costs actually incurred in recovering the goods, which may include:
- return carriage from the destination country to our warehouse;
- customs charges, re-import duties, clearance fees, storage fees or abandonment fees invoiced to Ar Store by the carrier or by a customs authority in connection with the return;
- where the order was shipped with duties prepaid by Ar Store, any part of those prepaid import duties and taxes that the customs authority of the destination country does not refund once the goods have been returned.
Only amounts for which Ar Store has actually been invoiced and which cannot be recovered elsewhere are deducted. The carrier or customs documentation evidencing those charges will be provided on request.
Where the charges are known before the goods reach us, the customer will be notified of the expected deduction before the refund is issued.
No deduction will exceed what the law applicable to the customer permits. Where the applicable consumer law does not allow these costs to be passed on, the refund will be issued in full.
5.3 – Business and reseller orders
Where the buyer is not purchasing as a consumer, including purchases for resale or in the course of a business, the statutory right of withdrawal in section 1 does not apply and the buyer is responsible for the full costs arising from a refused, unclaimed or undelivered parcel, including outbound carriage and all import and return charges.
5.4 – Repeated refusals
Ar Store reserves the right to decline future orders, or to require payment of import charges in advance, from a customer who has previously refused or failed to collect a parcel.
6 – DAMAGE, INCORRECT ITEMS AND DEFECTS
Visible transport damage, an incorrect item or another issue apparent on delivery should be reported within 48 hours of receipt, with clear photographs or video of the product, packaging, shipping label and issue. This allows us to document the incident and seek a prompt solution.
The 48-hour notice period does not remove mandatory rights relating to a hidden manufacturing defect that could not reasonably have been detected on delivery.
Do not discard the product or packaging while the case is being reviewed. We may request additional evidence reasonably necessary to verify the issue.
7 – EXCHANGES AND SIZE CHANGES
Exchanges are subject to stock availability. For a size change or other exchange not caused by an Ar Store error or confirmed defect, the customer is responsible for return shipping and any new shipment cost communicated in advance.
Where appropriate, store credit may be offered only with the customer's express agreement. The customer is not required to accept store credit instead of a refund to which they are legally entitled.
8 – EXCEPTIONS
Personalised or made-to-order products cannot be returned for change of mind where the applicable statutory exception applies.
Items identified before purchase as Outlet Grade B, display pairs or products with specific disclosed imperfections are not defective merely because of those clearly disclosed characteristics. This does not exclude returns where a statutory right of withdrawal applies or claims for an undisclosed defect.
Products damaged through misuse, improper care, accident or unauthorised alteration are not covered as manufacturing defects.
9 – REFUNDS
Once a valid return is received and inspected, the refund will be made to the original payment method. We may withhold reimbursement until the goods are received or the customer supplies evidence of having sent them back, whichever occurs first, where permitted by law.
For a valid statutory withdrawal, the refund includes the original standard delivery charge, if any. Any additional cost resulting from the customer choosing a more expensive delivery method, including FedEx Express, is not refundable beyond the cost of the least expensive standard delivery offered.
Payment providers may require several business days to display the refund after it has been issued.
10 – ORDER CANCELLATIONS
Contact us as soon as possible if you wish to cancel or modify an order. We will try to accommodate requests received before logistics processing starts, but cancellation cannot be guaranteed after preparation, export processing or dispatch arrangements have begun.
An inability to cancel before dispatch does not remove any statutory right of withdrawal that applies after receipt.
11 – ORDERS IN TRANSIT, DELAYS AND LOST PARCELS
A refund is not automatically issued solely because a parcel remains in active transit within the estimated delivery period. If the ordinary maximum period of 30 calendar days from purchase is exceeded, or tracking stops updating for an unusual period, Ar Store will review the available carrier information.
If loss is confirmed, or delivery can no longer reasonably be completed, Ar Store will provide the remedy required by applicable law, which may include replacement or refund. If tracking shows delivery but the customer reports non-receipt, all available delivery information will be reviewed before a resolution is determined.
12 – HOW TO REQUEST A RETURN OR REPORT AN ISSUE
Email info@arstoreclub.com with:
- Full name and order number.
- Whether the request concerns withdrawal, exchange, damage, incorrect item or defect.
- Photographs or video where relevant.
Do not send a return to an address obtained from the parcel label or without receiving return instructions, as international return locations may differ.
13 – STATUTORY RIGHTS
Nothing in this policy limits mandatory consumer rights under the law applicable to the customer.
