Refund, Return, Cancellation & After-Sales Policy

For refund, return, cancellation, damaged item, missing part, delivery issue, or after-sales support requests, please contact Arcaya Living at support@arcayaliving.com or through our Contact page.

To help us review your request, please include your order number, name, contact information, delivery address, a clear description of the issue, and photos or videos where relevant.

Return eligibility depends on the product type, order status, approved specifications, and condition of the item.

Non-custom items may be eligible for return if approved by Arcaya Living in writing. Returned items must be unused, uninstalled, undamaged, and in their original packaging where possible.

Custom, made-to-order, special-order, personalized, project-specific, final-sale, installed, used, modified, or customer-damaged items are generally not eligible for return unless required by applicable law or confirmed otherwise by Arcaya Living in writing.

Please contact us within 14 days of delivery if you would like to request a return review.

A return is not accepted until Arcaya Living provides written return authorization and return instructions. Items returned without authorization may not be accepted.

Approved refunds will be issued after Arcaya Living receives and inspects the returned item, or after an approved resolution is confirmed.

Refunds are generally issued to the original payment method where possible. Shipping, freight, delivery, installation, white-glove service, storage, handling, customs, duties, payment processing fees, and other project-related costs may be non-refundable unless required by applicable law.

Unless the return is due to an approved Arcaya Living error, the customer may be responsible for return shipping, freight, insurance, packaging, pickup, storage, customs duties, taxes, and related costs.

Oversized furniture must be returned using an approved carrier and suitable protective packaging.

Please inspect all items as soon as possible after delivery. If an item arrives damaged, defective, incorrect, or incomplete, contact Arcaya Living as soon as possible, preferably within 48 hours of delivery.

Please keep the original packaging and provide clear photos or videos of the item, packaging, labels, delivery condition, and issue. These records help us review the case with the carrier, warehouse, installer, supplier, or production team.

Depending on the confirmed situation, Arcaya Living may offer repair guidance, replacement parts, replacement production, supplemental shipment, a partial refund, or another reasonable solution.

Cancellation and change requests must be submitted in writing to support@arcayaliving.com.

Because many Arcaya Living orders involve custom design, material purchasing, production scheduling, international logistics, or project coordination, cancellations and changes may be limited after the order is approved, paid, placed into production, packed, shipped, or scheduled for delivery.

Approved cancellations or changes may be subject to design fees, material costs, production costs, handling costs, shipping costs, payment processing fees, or other costs already incurred.

Arcaya Living provides after-sales support for eligible project issues, including missing items, shipping damage review, replacement coordination, installation coordination, responsibility tracking, and communication with relevant suppliers or logistics partners.

After-sales support is reviewed based on the product category, project scope, approved specifications, delivery condition, installation condition, usage condition, and any written warranty or service terms provided for the order.

After-sales support may not cover normal wear and tear, natural material variation, misuse, improper care, unauthorized modification, incorrect installation by others, unsuitable site conditions, customer-caused damage, or issues reported without reasonable supporting documentation.

This policy does not limit any rights customers may have under applicable consumer protection laws.