Arqenlo™ is owned and operated by Guangzhou Sa'e Trading Co., Ltd.

Business Address: Room 101, No. 7 Tianpingjia 2nd Lane, Tianhe District, Guangzhou | Legal Representative: Yuan Lina | Customer Support: service@arqenlo.com

Return Policy

1. Return Period

Eligible return requests must be submitted within 30 calendar days of delivery.

Customers should contact service@arqenlo.com within this period and provide enough information to identify the relevant order and explain the reason for the request.

The 30-day period is the standard return window stated in this policy. It does not remove any additional rights or remedies that cannot legally be restricted.

2. Conditions for Return

Return eligibility depends on the product's condition, the reason for the request, and applicable legal requirements.

For a preference-based return, the item should be in its original condition, with included components and original packaging where reasonably available. Customers should avoid unnecessary use or handling beyond what is reasonably needed to inspect the item.

A product that arrives damaged, defective, incorrect, or materially different from its description will be assessed according to the circumstances rather than automatically treated as an ordinary change-of-mind return.

Customers should review any product-specific instructions or restrictions published with the relevant item. If eligibility is unclear, contact customer support for clarification.

3. How to Submit a Return Request

To begin a return request, email service@arqenlo.com and provide:

• Your order number.

• The product name or identifying description.

• The reason for the return.

• A description of the product's current condition.

• Photographs or other supporting information where relevant, particularly for damaged, defective, or incorrect products.

Our team will review the information and communicate the applicable next steps. Additional details may be requested if necessary to assess the request.

We aim to process after-sales requests within three business days. Cases requiring additional information, product assessment, or an investigation may take longer to resolve.

4. Return Authorization and Destination

Please contact customer support before sending a product back. Do not send a return to an address that has not been authorized for the specific return.

The business address stated in this policy identifies the company operating the website and is not automatically an authorized return warehouse.

If a return is approved, our team will provide the appropriate return destination and instructions. Customers should follow those instructions carefully and retain relevant shipping records until the return has been processed.

5. Return Shipping Arrangements

The applicable return shipping arrangement will be explained when the request is reviewed, taking into account the reason for the return, any specific arrangement applicable to the order, and relevant legal requirements.

For this reason, customers should contact support and obtain return instructions before dispatching an item. This helps avoid sending products to an unsuitable destination or incurring costs before the return arrangements have been clarified.

Where applicable law requires a particular allocation of return costs, the relevant legal requirements will apply.

6. Damaged, Defective, or Incorrect Products

Please report a damaged, defective, incorrect, or materially misdescribed product as soon as reasonably possible after delivery.

Include the order number, product name, a description of the issue, and photographs where available. Our team may request additional information when necessary to assess the circumstances.

After reviewing the information, we will communicate the appropriate next steps. Depending on the circumstances and applicable requirements, the resolution may include a return, replacement, refund, or another suitable remedy.

7. Return Review

When a return is required, the returned product may be inspected after receipt to assess its condition and determine the appropriate outcome.

If the return cannot be matched to an order or additional information is needed, our team may contact the customer to clarify the details.

We aim to review return requests consistently and explain relevant decisions and next steps clearly.

8. Refund Timing

Approved refunds are expected to be credited within 7–10 business days after approval and completion of any required return review.

The time at which the refund appears may vary depending on the relevant processing service. The stated timeframe is the expected refund period, not a guarantee that every external processing step will be completed at a particular time.

If the stated period has passed without an update, contact service@arqenlo.com and provide your order number and the date of the refund confirmation.

9. Requests Outside the Standard Return Period

If a concern arises after the 30-calendar-day return window, contact customer support and explain the circumstances.

Any assistance will depend on the nature of the issue and applicable law. The standard return window does not remove rights or remedies that cannot legally be restricted.

10. Contact

All return requests, product-condition reports, and refund questions should be directed to service@arqenlo.com.

Please wait for return instructions before sending a product to a destination that has not been expressly authorized for your return.