Returns & Refunds Policy
Last updated: 1 October 2026
At Arsavo, we want you to feel confident when shopping with us. This policy explains when returns and refunds are accepted, how to request them, and how refunds are processed.
1. 30-Day Returns Policy
You may request a change-of-mind return or refund within 30 days of receiving your order, provided the item meets the conditions outlined below.
You may handle the item as you would in a shop to check it. If it has been handled beyond that and its value has been reduced, we may reduce the refund to reflect that loss in value.
Please return the item with its accessories and documentation, and with its original packaging where possible. Missing original packaging does not, by itself, prevent you from exercising your statutory cancellation right.
We do not charge any restocking fees.
2. Returns & Refund Eligibility
Change of Mind
Return requests must be made within 30 days of delivery.
The handling and return guidance in section 1 applies.
Return shipping costs are the responsibility of the customer and are non-refundable.
Refunds are processed within 14 days and issued to the original payment method.
Wrong Product Received
A wrong product refers to a different model, type, or colour than ordered.
Minor differences due to lighting, photography, or manufacturing batches are not considered incorrect items.
We cover the return shipping costs for this type of return and will send you a prepaid return label.
Refunds are processed within 14 days and issued to the original payment method.
Damaged in Transit
Please provide clear photos of the item and packaging where possible.
We cover the return shipping costs for this type of return and will send you a prepaid return label.
Refunds are processed within 14 days and issued to the original payment method.
Faulty Item (Manufacturing Defect)
Please provide clear photos or videos showing the fault where possible. We may ask for further information to help assess the issue.
We cover the return shipping costs for this type of return and will send you a prepaid return label.
Refunds are processed within 14 days and issued to the original payment method.
Item Never Arrived
No return shipping applies.
We will investigate the issue with the courier.
Once confirmed as lost, you may choose between a replacement or a full refund.
Refunds are processed within 14 days and issued to the original payment method.
Order Cancellation
You can cancel your order at any time before delivery by emailing info@arsavo.com, and you will receive a full refund within 14 days.
For online purchases, you also have a legal right to cancel your order from the day you place it until 14 days after the day you receive your goods. To exercise this right, email us at info@arsavo.com. You then have 14 days from telling us you wish to cancel to return the goods.
If your order has already been delivered, you can return it under the Change of Mind policy above.
3. How to Request a Return or Refund
To request a return or refund, email info@arsavo.com with:
- Your order number
- Photos or videos (if applicable)
Our support team will review your request and provide return instructions if eligible.
For change-of-mind returns where you arrange your own postage, we recommend using a tracked service and keeping proof of postage. Where we provide a prepaid return label, please follow the instructions provided.
4. Refund Processing
Once your return is received, or we receive evidence that you have sent the product back, whichever is earlier, or once a delivery issue is resolved, refunds are processed within 14 days.
For an order cancelled before delivery, we process the full refund within 14 days of receiving your cancellation email.
Refunds are issued to the original payment method unless store credit is requested.
Store credit is issued as a gift card or discount code for use at arsavo.com.
5. Non-Returnable Items
The following items are not eligible for return:
- Gift cards
Any non-returnable item will be clearly identified on the product page where applicable.
6. Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original purchase for a refund or store credit and place a new order.
7. UK Customers - Dispute Resolution
If you are not satisfied with our response to a complaint, you may seek free, independent guidance from Citizens Advice at www.citizensadvice.org.uk.
If you wish to contact us regarding a complaint, please email us at info@arsavo.com.
We do not currently use an Alternative Dispute Resolution provider.
8. Contact
For any questions regarding returns or refunds, contact us at:
Business Name: Arsavo Ltd T/A Arsavo
Company Registration No.: 17130738 (Registered in England and Wales)
Business Address:
71-75 Shelton Street,
Covent Garden,
London, WC2H 9JQ,
United Kingdom
Email: info@arsavo.com
Phone: +447575544730
Opening Hours: Monday to Friday, 09:00-17:00 (UK time)
Response Time: 24-48 hours