Refund policy


No Longer Required? What are my options?
For no longer required items, please contact us at support@arcanu.com to arrange for a return.

  • We will only accept goods returned within 30 days of purchase.
  • All returns must be notified to Arcanu by Email (support@arcanu.com).
  • You must provide your original order number and invoice/despatch note number when emailing our returns department.
  • You must notify Arcanu of shipment discrepancies within 3 days with pictures of received goods and courier delivery packaging. Failure to do so may result in a claim for missing/damaged goods being declined.
  • It is your responsibility to return goods to us in a re-saleable condition, please do not damage or write on any packaging.
  • We are not responsible for any items that are damaged/lost by your courier.

Faulty or Damaged Items? What are my options?
In case you receive damaged or faulty items, you are required to contact us via email (support@arcanu.com) to receive information on your return. It is essential to provide details of the damage or fault at the time of contact. Ensure that all goods are returned within 14 days of issuing the return.

If goods arrive damaged, make sure to notify us within three days. If you suspect the goods to be faulty, inform us within 30 days of receipt.

If the packaging appears damaged upon receipt, sign for the goods as 'Damaged.' You can also opt to refuse delivery. However, failure to identify the items as damaged with the courier may result in shipment damage claims being refused.

If we discover that the goods returned are not faulty or damaged due to misuse, we hold the right to refuse credit. We will provide evidence of the inspection results.

Under The Consumer Rights Act 2015, items reported faulty within 30 days may be replaced free of charge during this period, subject to satisfactory return of the suspected defective item.

Please note that Arcanu is not the product manufacturer.
We do not cover consequential loss arising from damaged or faulty goods. This includes claims for hours lost while replacing faulty items or testing to determine if the product we supplied is defective.
Arcanu accepts no responsibility for damage to items caused by misuse, faulty installation, or goods not used for their intended purpose.

Cancelling Goods? What are my options?

When you make a purchase over the phone, online, or from a catalogue, the Consumer Contracts Regulations provide you with important cancellation rights.

You have the right to cancel your order for goods from the moment you place it until 14 days after you receive the goods.

During this time, you can decide whether or not to cancel your order, and you then have an additional 14 days to return the goods.

If you do choose to cancel your order, it is important to take good care of the goods and keep them in your possession until you return them. 

Once we receive the goods back from you or you provide proof of postage, we will refund you within 14 days.

For further information, please refer to our Terms and Conditions.