Arklavo Returns, Refunds, and Remedies Policy
Last Updated: 29/03/2026
1. Scope and Key Rule for Custom Products
Because our products are custom-made to order using the specifications, measurements, and design selections provided by you, custom orders are generally final and are not eligible for return or exchange for reasons such as change of mind, incorrect measurements provided by you, preference changes, or minor variations that are inherent in custom manufacturing.
Exceptions: This Policy provides limited remedies for (i) manufacturing defects and (ii) material nonconformity with the confirmed order specifications, and it does not limit any non-waivable rights you may have under applicable law.
This Policy applies to purchases by Consumers and Business Customers unless expressly stated otherwise. Capitalized terms not defined in this Policy have the meanings provided in our Terms of Service.
2. Customer Responsibilities Before Production
To help ensure your order is produced accurately, you are responsible for:
- Providing measurements in accordance with our measurement guidelines (if applicable);
- Reviewing and approving any proofs, mockups, or design confirmations we provide (if applicable);
- Confirming order details (including size, color, style, fabric, artwork/personalization text, and shipping information) before submitting the order; and
- Responding promptly to requests for clarification or approval.
No changes after production begins. Once production begins, we may be unable to change or cancel your order. "Production begins" typically occurs when your order is released to manufacturing (for example, after proof approval, cutting, printing/embroidery setup, or material allocation).
3. Inspection and Notice of Issues
Please inspect your order promptly upon delivery.
If your order arrives with visible damage, a missing item, or an apparent issue, you must notify us within thirty (30) days of delivery and provide reasonably requested information (such as photos and your order number). Timely notice helps us investigate and offer a remedy. Late notice may limit our ability to provide a remedy, but this does not limit any rights that cannot be waived under applicable law.
4. What Qualifies for a Remedy
We may offer a remedy if we determine, in good faith, that one of the following applies:
A. Manufacturing Defect. A "Manufacturing Defect" means a material defect in materials or workmanship that existed at the time of delivery.
B. Material Nonconformity. A "Material Nonconformity" means the delivered item materially differs from the confirmed order specifications (for example, wrong size ordered and confirmed, incorrect personalization text as submitted, wrong garment style, or wrong customization applied).
Not Covered / Not Eligible: The following typically do not qualify for a remedy:
- Fit issues resulting from measurements you provided (or selected sizes) that are incorrect;
- Preferences regarding color, style, fabric feel, or appearance that differ from expectations (including screen-to-product color variation);
- Minor variations that are inherent to custom goods (including minor differences in stitching, placement, texture, shade, or dimensions within reasonable tolerance);
- Damage caused by misuse, improper care, or failure to follow care instructions;
- Normal wear and tear; or
- Alterations or modifications made by you or a third party after delivery.
5. How to Submit a Claim
To request a remedy, contact us at hello@arklavo.com and include:
- Order number;
- Description of the issue;
- Clear photos (and/or video if helpful) showing the issue; and
- Any other information we reasonably request to evaluate the claim.
We may request that you return the item for inspection, and we will provide return instructions if a return is required.
6. Available Remedies
If we confirm a Manufacturing Defect or Material Nonconformity, we will provide an appropriate remedy, which may include:
- Repair (where feasible);
- Remake / Replacement of the item; or
- Refund (full or partial) if repair/replacement is not feasible or cannot be completed within a reasonable time.
Unless required by law, remedies are limited to the affected item(s) and do not include personalization setup fees, rush/expedited production fees, or shipping charges, except where the issue resulted from our error or a confirmed Manufacturing Defect/Material Nonconformity.
7. Refund Timing (If Approved)
If a refund is approved, we will issue it to the original payment method:
- Within fourteen (14) days after we confirm eligibility and receive any required returned item(s), or
- If no return is required, within fourteen (14) days after approval.
Your financial institution may take additional time to post the refund.
8. UK and EU Consumers
If you are a consumer located in the United Kingdom or European Union, you may have additional statutory rights for faulty or nonconforming goods. Nothing in this Policy limits or excludes your rights under applicable UK/EU consumer protection laws.
9. Disclaimers and Limitation of Liability
To the fullest extent permitted by applicable law, except as expressly stated in this Policy, products are provided without warranties of any kind, whether express or implied, including implied warranties of merchantability and fitness for a particular purpose.
To the fullest extent permitted by applicable law, our total liability arising out of or relating to your order will not exceed the amount paid for the specific item giving rise to the claim. Certain jurisdictions do not allow limitations on implied warranties or exclusions of certain damages; in those jurisdictions, these limitations apply only to the extent permitted by law.
10. Dispute Resolution
Disputes relating to orders and purchases are subject to the dispute resolution provisions in our Terms of Service. Please review those terms carefully before placing an order.
11. Contact
For questions or to submit a claim, contact us:
Email: info@arklavo.com