Refund policy

EXCHANGE

• Exchange requests must be made within 7 days from the date of delivery for items purchased through the Arvénoir online store.
• Items must be unworn, unwashed, unused and in their original condition, with all original tags and packaging intact.
• For hygiene and quality control reasons, any item that shows signs of wear, washing, alteration, damage, perfume, makeup or other marks may not be accepted for exchange.
• Discounted, clearance, promotional or final sale items are not eligible for exchange or refund unless the item received is damaged, defective or incorrect.
• Exchanges are subject to stock availability. You may request a different size or colour of the same style, or another product of equivalent value where available.
• Before returning or handing over an item for exchange, customers must contact Arvénoir Customer Care for confirmation and return instructions. Please do not send items without prior approval.
• Delivery, courier and return shipping charges relating to a change of mind exchange are the responsibility of the customer unless otherwise confirmed by Arvénoir.
• Credit notes or vouchers will be issued only where specifically approved by Arvénoir Customer Care.

REFUND

• Refunds will be considered when an item received is damaged, defective, materially different from the item ordered, or when Arvénoir is unable to fulfil an approved exchange.
• Any issue with a damaged, defective or incorrect item should be reported to Arvénoir Customer Care as soon as possible and within 7 days of delivery. Photographs or other evidence may be requested to verify the issue.
• Once an approved return is received and inspected, we aim to process the refund within 7 working days.
• For prepaid/card orders, approved refunds will normally be returned to the original payment method, subject to the payment provider's processing procedures.
• For Cash on Delivery (COD) orders, approved refunds will be transferred to a bank account belonging to the original customer. The required bank details must be provided accurately.
• A refund confirmation will be sent by email or other agreed communication method once the refund has been processed.
• After Arvénoir processes the refund, the time taken for funds to appear in your account may vary depending on your bank or payment provider.

PLEASE NOTE

• All returns and exchanges must be arranged in advance through Arvénoir Customer Care using the contact details below.
• Returned products must be in fully resalable condition unless the return is due to a verified defect or damage. Arvénoir reserves the right to refuse an exchange or refund if the returned item does not meet the applicable return conditions.
• The customer is responsible for ensuring that returned items are securely packed. Arvénoir is not responsible for loss or damage occurring during return transit where the customer has arranged the courier.
• A change of delivery address cannot be guaranteed once an order has been dispatched.
• This policy applies to online purchases. Any separate policy applicable to purchases made through retail partners, pop ups or physical stores will be governed by the terms of that sales channel.
• Nothing in this policy limits any rights available to customers under applicable Sri Lankan consumer protection law.