Refund and Returns Policy
Last Updated: July 15, 2026
At Arrow Co., we want our customers to have a straightforward shopping experience. If you receive an eligible product that is damaged, defective, incorrect, or otherwise qualifies under this policy, you may request a return, replacement, or refund.
Because our collection includes skincare, personal-care, body-care, bath, beauty, and wellness products, certain products may not be eligible for return once opened or used for hygiene and safety reasons.
1. Return Period
Eligible products may generally be returned within 30 days of delivery, unless a different return period is specifically stated on the applicable product page.
To qualify for a return, the product should generally:
- Be unused
- Be in its original condition
- Be in its original packaging
- Include applicable accessories and components
- Include proof of purchase
- Not have been damaged through customer misuse
2. Personal-Care and Hygiene Products
For hygiene and safety reasons, we generally cannot accept returns of personal-care, skincare, body-care, bath, grooming, or similar products that have been:
- Opened
- Used
- Applied to the body
- Removed from sealed packaging
- Altered
- Damaged through customer use
This may include certain skincare products, beauty tools, grooming products, bath products, and personal-care accessories.
Exceptions may apply when an item arrives defective, damaged, incorrect, or where applicable law requires otherwise.
3. Damaged Products
If your order arrives damaged, please contact us as soon as possible, preferably within 48 hours of delivery.
Please provide:
- Order number
- Full name
- Email address
- Description of the issue
- Photos of the product
- Photos of the packaging
- Photos showing shipping damage, where applicable
We may request additional information to investigate the issue.
4. Incorrect Products
If you receive a product different from the product you ordered, contact us within 7 days of delivery.
After reviewing the issue, we may provide:
- A replacement
- A return solution
- A refund
depending on the circumstances and product availability.
5. Defective Products
If an item arrives defective or does not function as reasonably described, contact us with your order information and details about the problem.
We may request photographs or videos to verify the issue.
If the defect is confirmed, we may offer a replacement or refund.
6. Non-Returnable Products
Unless required by applicable law, the following products may not be eligible for return:
- Opened personal-care products
- Used skincare products
- Opened bath products
- Used beauty tools
- Used grooming products
- Products damaged through misuse
- Products without original packaging
- Products altered by the customer
- Final-sale products clearly identified as such
- Gift cards, if offered
- Digital products, if offered
- Products specifically identified as non-returnable
7. How to Request a Return
To request a return, contact:
Please include:
- Full name
- Order number
- Product name
- Purchase date
- Reason for return
- Photos or supporting information where applicable
Please do not send products back before receiving return instructions from Arrow Co.
8. Return Approval
Submitting a return request does not automatically guarantee approval.
We will review the request and notify you whether the product qualifies for a return.
If approved, we will provide applicable return instructions.
9. Return Shipping
If a return is requested because of:
- Change of mind
- Incorrect product selection
- Customer preference
- Other customer-related reasons
the customer may be responsible for return shipping costs.
If the return is due to an issue caused by Arrow Co., such as an incorrect product being shipped or a confirmed product defect, we may provide an appropriate return shipping solution.
10. Refund Processing
Once an approved return has been received and inspected, we will notify you of the refund decision.
Approved refunds are generally initiated within 5–7 business days after return approval.
The time required for the refund to appear in your account may vary depending on the payment method and financial institution.
11. Original Payment Method
Where possible, approved refunds will be issued to the original payment method used for the purchase.
If the original payment method cannot accept the refund, we may contact you to determine an appropriate alternative.
12. Partial Refunds
A partial refund may be considered when:
- Only part of an order qualifies for a refund
- Only certain products are affected
- A verified issue affects only part of a product or order
13. Order Cancellation
Customers may request cancellation before an order has entered fulfillment or been shipped.
Once an order has been processed or shipped, cancellation may no longer be possible.
Eligible cancellations will be refunded according to our standard refund process.
14. Exchanges
Where appropriate and inventory is available, Arrow Co. may offer a replacement instead of a refund.
Hygiene-sensitive products may be subject to additional restrictions.
15. Promotional Orders
Products purchased using promotional discounts may be subject to additional conditions stated with the promotion.
If an order included a free promotional product, the promotional item may need to be returned when the qualifying order is fully refunded.
16. Customer Support
For questions regarding returns, refunds, replacements, or cancellations:
Arrow Co.
Email: info@arrowco.shop