Refund policy
EXCHANGES, RETURNS AND REFUNDS:
If you decide to cancel your purchase after it has been approved and you choose to return or exchange a product, you have 7 calendar days after receiving your purchase to contact us and make your request. Simply send an email to: contact@arcano-xv.com with the subject ‘Exchange/Return’ and include the order number and the description/justification for the return or exchange in the body of the email. After 7 days from receiving your purchase, requests for exchanges or returns will no longer be accepted.
What conditions must products be in to be returned?
For your request to be accepted, the product must be in perfect condition, unused, unwrinkled, undamaged or in any way damaged, in its original packaging, with free gifts, labels and tags. In other words, the product must be as it was sent to you.
Products with damage, stains, signs of washing, odors, signs of use, or any type of damage will not be exchanged and will be returned to you.
Which products can be returned or exchanged? And who pays the shipping costs
We accept returns and exchanges of T-shirts or any clothing product. If you only want to exchange for another model, size or color, the shipping costs will be your responsibility. However, if the item has a proven defect (through photos) or if we send a different item than the one requested in your order (prints, size or color), we will exchange it and pay the shipping costs. If you choose to receive credit for a new purchase in the store instead of a return, this option will also be available.
Which products cannot be returned or exchanged?
We do not accept returns or exchanges of fine art prints and limited edition posters. These items are sensitive and ideally should not be subjected to multiple shipments, mainly to avoid damage. If you have received fine art prints that were damaged during shipping, please contact us within 7 days of receiving the package with attached photos showing the damage and a replacement will be sent to you.
If you have received a limited edition poster that was damaged during shipping, you should contact the shipping company or your local customs office for more information on how to obtain a refund, as once the product is delivered to the shipping company, the responsibility for delivering it to you without any damage and in perfect condition lies solely with the shipping company.
How does this work with pre-order products?
In the case of pre-order products, if you cancel after the product has been shipped, you must send the product back to receive a refund. If this occurs before shipping, you must notify us before the cancellation period on your chosen payment method ends, as after this period, the payment method fees will be automatically deducted from the refund. Only then will we be able to refund the full amount.
Pre-sale products have a different shipping forecast than other products, depending on the production deadline agreed with suppliers. If a pre-sale product is in the same order as other items that we already have in stock or that have a shorter production deadline, all products will only be shipped after the pre-sale product arrives. I will always disclose the shipping forecast for pre-sale products, but consider it only as an estimate, since shipping may occur before or after the shipping forecast that is announced. And remember, all pre-sales are subject to unexpected production delays! If you choose not to wait for production to finish, you can cancel the purchase or even exchange it for another product in stock.
What is the deadline for the store to return the product?
After receiving the product, if the product meets the specifications required for return, we need at least 7 business days to analyze and release a new part, or to return the amount paid if you choose a refund.
How do refunds work?
If you regret your purchase within 7 days, have received a defective product or believe that we have failed to comply with our offer, you will be entitled to a refund after returning the product. When requesting a refund, for purchases paid by credit card, the amount of the refund will appear in up to 2 invoices, depending on your card administrator, and for purchases paid by Pix, the refund is made within 1 business day.