Returns & Refund Policy
To all our wonderful customers, thank you for shopping with us. Should you not be happy with your purchase for any reason, we outline our returns and refund policy below:
This policy provides 14 days coverage for:
- Defective items
- Items damaged in transit
- Supply errors
If you have received your order and 14 days have gone by, unfortunately we can’t offer you a refund or exchange.Conditions of Return
Items must be received in original condition - unworn, unwashed, with all tags still attached and in the original packaging.
Exclusions – Non-Refundable/Returnable Goods
- All products listed as Sale items
- Any item of clothing that has been worn
- Any item of clothing that has been washed
- Any item of clothing where tags have been removed
- Any underwear, swimwear or lingerie item
- Lost or stolen packages confirmed to be delivered to the address supplied by the customer at time of ordering online.
- Goods either damaged by, and/or used by the customer.
- Prohibited items that are detained or confiscated at the border. Please check the relevant customs, import and duty laws for your country before purchasing.
We reserve the right not to accept the return of a faulty product where we inspect the product and can reasonably assess that the fault is as a result of:
- Damage caused by neglect or misuse (e.g. treatment inconsistent with product’s care instructions or wash guide); or
- Usual wear and tear following use of the product.
For fast processing of your return for a refund/exchange complete the
REFUND/EXCHANGE REQUEST FORM below and please ensure that:
For damaged goods:
Notification is made within 2 days by emailing email@example.com including picture(s) of the damaged item(s) and picture of packaging.
For supply errors:
Notification is made within 14 days by emailing firstname.lastname@example.org including picture(s) of the item(s) supplied.
Note if you have ordered the wrong size, we are unable to hold items. Instead we recommend you reorder the correct size in the interim where possible. A refund will be issued provided the returned item is received in original condition - unworn, unwashed, with all tags still attached and in the original packaging.
- Receipt or proof of purchase is provided
- The item(s) is returned unused and in the same condition in which it was received
- The item(s) is kept in the original packaging
- Conditions of return as stated above have been followed.
Contact Customer service to arrange a return. Please wait to receive authorization and return instructions. Returns made without authorization may be refused. Refunds can only be made via the same payment method used when the order was originally placed.
Refer to “Refunds and Exchanges” below for further requirements for the email notification.
REFUNDS & EXCHANGES (if applicable)
To be eligible for a refund or exchange, please email our customer support team at email@example.com within 2 days of receiving your order (for damaged items) and within 14 days of receiving your order for supply errors. Include pictures of the damaged/faulty items and if applicable, damaged packaging. Provide details by completing the form in the link below:
When complete email to: firstname.lastname@example.org and write in the subject line:
REFUND/EXCHANGE REQUEST ORDER NUMBER ____________________
Once your refund/exchange email request is received, we will send a confirmation email with further instructions to return the item(s).
Once the item is received we will assess its eligibility for return. If the return is approved, we will send out a replacement if available. If a replacement is not available, we will refund the full purchase price of your item to your original credit card used when placing the order.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
You should consider using a trackable shipping service or purchasing shipping insurance as we cannot be held liable for loss of your return parcel in transit.
Lost or Stolen Packages
Arona XO is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Arona XO will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Late or missing refunds
If you haven’t received a refund yet, first contact your credit card company, as it may take some time before your refund is officially posted.
Arona XO reserves the right to amend this policy at any time without notice to reflect the operational needs of the business.
This page was last updated on 1 January 2020