Refund & return policy

01 Change-of-mind returns

You have 30 days from the delivery date to ask for a return. Items must be unused, in their original packaging, with every part and accessory they came with.

Please don’t ship anything back before we send you the return address. Our items ship from more than one warehouse, and a parcel that arrives without a return number can get lost.

You pay return shipping on change-of-mind returns, and the original shipping charge isn’t refunded. Use a tracked service, since we can’t refund a parcel we never receive.

02 Damaged, faulty or wrong items

If your order arrives damaged, stops working within 30 days, or isn’t what you ordered, email us within 7 days of delivery with your order number and a photo or short video of the problem.

We’ll send a replacement or give you a full refund, shipping included. You choose. In most cases you won’t need to send the item back.

03 Items we can’t take back

For safety and hygiene reasons, a few things can’t be returned unless they arrive damaged or faulty:

• Personal care items once opened, such as massagers and grooming tools.
• Gift cards and digital or downloadable items.
• Items marked “final sale” at the time of purchase.
• Personalised or custom-made items.
• Items damaged by misuse, accidents or normal wear after delivery.

04 How to start a return

1. Go to Start a return, or email hello@heyarcadewrld.com with your order number.
2. Tell us what you’re sending back and why. Photos help if something’s wrong.
3. We reply within one business day with the return address and a return number.
4. Pack the item securely, write the return number on the parcel and ship it within 14 days.

05 Refunds and timing

Once your return arrives, we check it and email you when the refund is approved.

Items returned used, damaged or missing parts may get a partial refund. If you used a promo code, we refund the amount you actually paid.

06 Exchanges

We don’t do direct swaps yet. The fastest way to get a different item or colour is to return the one you have and place a new order.

07 Gifts

If the item was marked as a gift and shipped straight to you, you’ll get store credit for its value once we receive the return. If it wasn’t marked as a gift, the refund goes to the person who paid.

08 Late or missing refunds

No refund after 10 business days? Check your account again, then ask your bank or card provider, because posting times vary. Still nothing? Email us and we’ll trace it.

Please talk to us before opening a chargeback. We can usually sort it out faster, and a chargeback can freeze the refund while the bank reviews it.

09 Changes to this policy

We may update this policy from time to time. The version that applies to your order is the one posted on the day you placed it. Nothing here limits your rights under US consumer protection law.