Refund policy
RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To initiate a return, customers must contact shop.arlogrey@gmail.com with their order number for return instructions.
Return requests are required to be submitted within 30 days of purchase. Arlo Grey reserves the right to decline any return request that does not meet this requirement.
If your return is accepted, we’ll guide you through the return process and provide the necessary instructions. Please note that return shipping costs are the responsibility of the customer, and we do not provide return labels.
Items sent back without first requesting a return will not be accepted.
You can always contact us for any return question at shop.arlogrey@gmail.com.
Damages or issues
Customers are required to inspect their order upon delivery and notify us promptly of any defects, damage, or incorrect items.
All claims must be supported with clear photographic evidence of both the item and its packaging. Arlo Grey reserves the right to decline claims that do not meet these requirements. Upon review, we will determine the appropriate resolution.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on clearance or gift cards.
Exchanges
The fastest way to ensure you receive the item you want is to return your original item and place a new order once your return has been approved.
To request an exchange, please contact us at shop.arlogrey@gmail.com with your order number. If your exchange is approved, we will provide instructions on how to return your item.
Please note that customers are responsible for all return shipping costs, and Arlo Grey does not provide return labels. Once we have received and approved your return, we will arrange shipment of the requested item.
If your item is faulty, damaged, or incorrect, please contact us and we will resolve the issue. However, clear photographic evidence is required.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
Original shipping costs are non-refundable, and return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
If your return does not meet our return conditions, it may be declined and the item returned to you at your expense. Original shipping costs and return shipping costs are non-refundable.
If more than 15 business days have passed since your refund was approved, please contact us at shop.arlogrey@gmail.com.
Refunds are not available for clearance items, gift cards, or for requests made through alternative payment methods.