Refund policy
You have 30 days from delivery to return an unopened order.
What we can accept
To be eligible for a return, tins must be unopened, still sealed, and in their original packaging, exactly as you received them. You will need your order number or another proof of purchase.
We cannot accept opened tins. ARCVEX products are consumable and go in your mouth — once a tin has been opened we have no way to verify how it has been stored or handled, so it can never go back into sellable stock. This is a food safety rule, not a technicality, and we apply it without exception.
How to start a return
Email contact@arcvexenergy.com within 30 days of delivery with your order number and what you would like to return. We will confirm whether your return is eligible and send you the return address.
Please wait for that confirmation before sending anything. Parcels that arrive without an approved return cannot be accepted or refunded, and we are not able to send them back to you.
Return shipping
Return shipping is at your own cost and is not refundable. We recommend a tracked service — until your parcel reaches us it is your responsibility, and we cannot refund a return that never arrives.
The original $4.99 shipping charge on your order is not refunded on a change-of-mind return. It is refunded in full when the return is the result of our error.
Once your return reaches us
We inspect returns on arrival and email you either way, usually within 2 business days. If your return is approved we refund it to your original payment method. If tins arrive opened, damaged or without their original packaging, we will contact you to talk about what we can do.
If your order is wrong, damaged or incomplete
This is on us, and you do not need to send anything back. Email us within 30 days of delivery with your order number and a photo, and we will send a replacement or refund you in full — your choice, including the original shipping.
If your order never arrives
If a carrier confirms your parcel as lost, or tracking shows delivered and you do not have it, contact us. We will investigate with the carrier and then replace or refund your order in full. See our Shipping Policy for how that works.
Cancelling an order
Email us as soon as possible after ordering. If your order has not yet been dispatched we will cancel it and refund you in full, shipping included. Once it has shipped, the return terms above apply.
How refunds are issued
Approved refunds go back to your original payment method. We process them within 3 business days of approval; your bank or card issuer then typically takes a further 5–10 business days to post it. If it has been more than 15 business days since we told you a refund was approved and you still cannot see it, email us and we will chase it.
What this policy does not cover
- Opened tins, for the food safety reason above
- Requests made more than 30 days after delivery
- Returns sent to us without an approved return
- Products bought from a retailer or reseller other than arcvexenergy.com — please contact them directly
- Orders we have reasonable grounds to believe involve fraud or abuse of this policy
Questions
Email contact@arcvexenergy.com with your order number and a sentence on what went wrong. A person reads it, usually within one business day. If something is not right with your order, tell us — we would far rather fix it than have you write us off.