Overview

ARC wants customers to have a simple and convenient returns experience. Customers may request a return for eligible products within the applicable return period.

Return Eligibility

Customers can request a return when:

• The product was purchased from ARC.

• The return request is made within 30 days of delivery.

• The product is unused and in resalable condition.

• Original packaging, accessories, tags, and documentation are available where applicable.

• The product is not listed as non-returnable.

Non-Returnable Products

The following products are generally not eligible for return:

• Products marked as final sale.

• Gift cards.

• Products that have been used, damaged, or altered by the customer.

• Personal-use or hygiene-sensitive products where the packaging has been opened.

• Products specifically identified as non-returnable on the product page.

How to Request a Return

Customers can request a return by contacting ARC Customer Support and providing:

• Order number

• Product name

• Reason for return

• Preferred resolution, where applicable

The support team or AI assistant will verify the order and return eligibility before confirming the next step.

Refund Options

For eligible returns, the customer may receive a refund to the original payment method or another option offered by ARC for that order.

Refund processing begins after the returned product has been received and the return has passed the required inspection.

Refund Timeline

After ARC approves the returned product:

• The refund is initiated by ARC.

• The time taken for the refund to appear in the customer's account may depend on the payment provider or bank.

• ARC Customer Support should not promise an exact credit date unless the payment system provides a confirmed date.

Damaged or Incorrect Items

If a customer receives:

• A damaged product

• A defective product

• The wrong product

• A missing product

the case should be treated as a delivery/product issue rather than a standard return.

The customer should provide the order number and, where requested, photographs or other evidence.

Escalation Rules

Escalate the case to a human support agent when:

• The customer requests an exception to the return policy.

• The product appears damaged after use.

• The customer disputes the refund amount.

• The customer claims the refund was not received after the expected processing period.

• There is a suspected fraud or payment dispute.

• The customer's situation cannot be confidently resolved using ARC's approved policies.

AI Assistant Guidance

The ARC AI Assistant must never:

• Guarantee a refund before eligibility is confirmed.

• Invent refund status.

• Promise an exact bank-credit date.

• Approve an exception that is not permitted by policy.

• Claim that a return has been created unless the relevant system confirms it.

When information is unavailable, the AI Assistant should clearly state what it can confirm and escalate when necessary.