Refund policy

In short

You have 14 days from receiving your parcel to return it — no reason needed. Free returns within Poland — we send you an InPost label. Orders from other EU countries: return shipping is paid by the customer.

How to return

1. Write to arcaliongroup@gmail.com with your order number.
2. You will receive a return label (Poland) or instructions (EU).
3. Pack the product with original tags and packaging. Send it within 14 days of your notice.
4. We refund within 5 business days of receiving the parcel (or proof of dispatch) — to the same payment method you used.

Hygiene exemption

Certain products, due to their intimate or hygienic nature, can only be returned in untouched condition — with the original hygiene strip, tags and sealed packaging in place (e.g. lingerie and swimwear). Once the hygiene seal has been removed, returns are not possible (Polish Consumer Rights Act art. 38 pt 5). Custom-made products are likewise non-returnable.

Condition

You may unpack, examine and try on the product as you would in a brick-and-mortar store. If usage went beyond that, we may reduce the refund by the loss of value.

Lack of conformity (statutory warranty)

If the product is faulty or doesn't match its description, you have 2 years to report it (rules effective from 1 January 2023). You may claim repair, replacement, price reduction or — for a material defect — termination of the contract. We respond within 14 days; no answer = claim upheld.

Disputes

EU ODR: ec.europa.eu/consumers/odr.

Version of 28 May 2026.