Cancellation, Returns, Exchanges and Refunds

This Policy governs both cancellation requests made before delivery of the relevant item, and returns, exchanges, and refund requests made after delivery, for both Standard/Ready-Made and Custom/Made-to-Order products. It supplements Arcasa's Terms & Conditions of Sale.

Cancellation Policy

This section governs cancellation requests made before delivery of the relevant item. Once an item has been delivered, any request is no longer treated as cancellation, and is instead governed by the Returns, Exchanges & Refunds section below.

Standard / Ready-Made Items

Days 1-4 from the order/contract date: cancellation of the item or portion is permitted with no deduction. Days 5-7, provided the item or portion has not yet been delivered: cancellation is permitted subject to a 25% deduction from the value of the cancelled item or portion. After Day 7 and before delivery: the customer has no automatic contractual right to cancel. Any cancellation accepted after Day 7 is at Arcasa's discretion, subject to Arcasa's prior written approval and to any conditions or deductions communicated and agreed at the time of that approval.

Custom / Made-to-Order Items

Before production of the relevant item or portion has started: cancellation of that item or portion is permitted subject to a 10% deduction from its value. Once production of the relevant item or portion has started: that item or portion becomes non-cancellable. If Arcasa exceptionally agrees in writing to cancellation after production has started, the deduction shall be not less than 50% of the relevant value, or the value of work actually performed in relation to that item or portion, whichever is higher.

Where an order includes more than one distinct item or a clearly identifiable separate portion, production-start status, and therefore whether that item or portion is cancellable and on what terms, is determined separately for each such item or portion based on Arcasa's production records, not automatically for the order as a whole. For example, if an order includes a sofa and a dining set and production has started on the sofa but not yet on the dining set, the dining set remains cancellable under the applicable pre-production terms even though the sofa does not.

Returns, Exchanges & Refunds Policy

Once an item has been delivered, any request to return, exchange, or obtain a refund is governed by this section, not by the Cancellation Policy above.

1. Standard / Ready-Made Items — Return & Exchange Right
   A Standard/Ready-Made item may be returned or exchanged within 14 days of delivery, provided the item is in its original condition, unused, not installed, complete with its components/accessories, and otherwise compliant with the approved return conditions. No percentage-based administrative deduction or restocking fee applies to an eligible return. However, for an ordinary return or change of mind not caused by Arcasa, the customer bears the applicable transportation/collection cost, necessary repackaging cost, and actual administrative/processing cost related to the return, assessed according to the actual case. Bank/card refund-processing charges: where the refund is not caused by an Arcasa defect, error, non-conformity, or Arcasa-attributable damage, the customer bears the actual, non-refundable bank/payment-provider charges directly incurred in processing the refund (no fixed percentage published); where the refund is caused by an Arcasa defect, error, non-conformity, or Arcasa-attributable damage, Arcasa bears those charges.
   Custom / Made-to-Order Items
   No return or exchange due merely to change of mind where the product conforms to the customer's approved specifications. A manufacturing defect, non-conformity with the approved specifications, an Arcasa-attributable error, or Arcasa-attributable damage remains a completely separate matter and is not excluded merely because the product is Custom/Made-to-Order — the Arcasa Defect / Error / Non-Conformity clause below applies in full regardless.
2. Exceptional / Goodwill Returns
   No percentage-based administrative deduction range applies to this category. Where Arcasa is not legally or contractually required to accept a return but nevertheless agrees exceptionally to do so, this is treated as an Exceptional/Goodwill Return, subject to Arcasa's prior written approval and to the specific commercial terms agreed in writing for that particular case. No published fixed percentage or deduction range applies.
3. Arcasa Defect / Error / Non-Conformity
   Where a return, repair, replacement, or refund results from a manufacturing defect, non-conformity with the approved specification, an Arcasa-attributable error, or Arcasa-attributable damage, Arcasa bears the necessary transportation/collection cost, subject to verification of the claim.
4. Exchange Mechanics
   For an eligible Standard/Ready-Made exchange requested for customer preference (not a defect): the original item is treated under the Return & Exchange Right clause above (the applicable Return terms and customer-cost rules); the replacement item is treated as a new order; if the replacement is more expensive, the customer pays the difference; if less expensive, the difference is refunded; the replacement is subject to stock availability; if not immediately available, the replacement follows its applicable normal production/delivery lead time; applicable return and redelivery costs follow the customer-cost rules above. If the exchange results from a manufacturing defect, non-conformity, an Arcasa-attributable error, or Arcasa-attributable damage, Arcasa bears the applicable collection/replacement costs (per the Arcasa Defect / Error / Non-Conformity clause above).
5. Inspection Period
   Arcasa has up to 3 business days from receipt of the returned product to inspect it and determine whether the return/exchange/refund conditions are satisfied. This is a separate period from the Refund Period below; the two are not merged.
6. Refund Period
   Once the return has been formally accepted following inspection, Arcasa has up to 4 business days to initiate/process the applicable refund. The Inspection Period (up to 3 business days) and the Refund Processing Period (up to 4 business days after acceptance) are two separate, consecutive periods. Any additional time required by the customer's bank, card issuer, or payment provider after Arcasa has initiated/processed the refund is outside Arcasa's direct control and is not represented as part of Arcasa's own processing period.