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

Terms of Service

1. General Conditions

These Terms of Service govern the services available through the Arqenlo™ website, including product presentation, order-related communications, shipping information, and customer support.

Arqenlo™ is the brand name used on this website. Guangzhou Sa'e Trading Co., Ltd. is the legal company identified as the website operator.

By using the website or submitting an order through its available functions, you agree to the applicable terms and policies published on the website.

2. Product Listings and Descriptions

We aim to provide clear descriptions of available stationery products, including relevant specifications, intended uses, included components, and other available product information.

Customers should review the relevant product page before submitting an order. Dimensions, materials, colors, configurations, and other characteristics may differ between individual items.

Images are intended to illustrate the product and should be interpreted together with its written description. Minor visual differences may occur because of lighting, screen settings, image rendering, or ordinary product variations.

If a material listing error or availability issue is identified, we may contact the customer to explain the circumstances and discuss the appropriate next steps.

3. Customer Information and Order Details

Customers are responsible for providing accurate contact and delivery information when submitting an order.

Incomplete or incorrect details may delay fulfillment, interfere with delivery, or make it more difficult to respond to an inquiry.

If you discover an error in your order information, contact service@arqenlo.com as soon as reasonably possible and include your order number. Whether a requested change can be accommodated depends on the order's current status.

Customers should retain relevant order confirmations and customer support correspondence until the order and any related concerns have been resolved.

4. Order Processing and Cancellation Requests

A fixed order-processing period has not been confirmed for all products. Customers should review any processing estimate provided for the relevant product or order.

If the expected processing period is unclear, contact customer support for clarification before submitting an order.

Cancellation requests should be submitted as soon as reasonably possible. Whether a request can be accepted depends on the order's fulfillment and dispatch status. Once an order has been dispatched, cancellation may no longer be possible, although the Return Policy may apply.

We will communicate the available next steps based on the circumstances of the request and applicable requirements. This section does not establish an unconfirmed fixed cancellation window.

5. Shipping and Delivery

The estimated shipping transit time is 3–7 days after dispatch. This is an estimate rather than a guarantee of arrival on a particular date.

The transit estimate does not include an unconfirmed processing period before dispatch. Applicable shipping charges and available delivery methods should be reviewed before an order is finalized.

The specific fulfillment origin has not been confirmed as one fixed location for all products. This policy does not represent that every order ships from a particular local warehouse.

Further information about tracking, delayed shipments, missing packages, and delivery inquiries is provided in the Shipping Policy.

6. Returns and Refunds

Eligible return requests must be submitted within 30 calendar days of delivery, subject to the Return Policy and applicable law.

Customers should contact service@arqenlo.com before returning an item. If a return is approved, the applicable destination and return instructions will be provided.

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

Products reported as damaged, defective, incorrect, or materially different from their descriptions will be reviewed according to the circumstances, the Return Policy, and applicable consumer rights.

7. Customer Support

We aim to process after-sales requests within three business days. This is the standard handling target, not a guarantee that every matter will be fully resolved within that period.

Additional time may be necessary if a request requires further information, product assessment, or a shipping-carrier investigation.

Customers should provide relevant details and respond to reasonable requests for clarification so that the review can proceed.

8. Responsible Website Use

Customers must use the website lawfully and must not interfere with its normal operation, technical integrity, or security.

We may take reasonable steps to maintain website functions, correct material content errors, protect against misuse, and address operational issues.

Temporary interruptions may occur when maintenance or other operational work is necessary.

9. Consumer Protection

Nothing in these terms removes mandatory consumer protections or other rights that cannot lawfully be excluded or restricted.

The existence of a delivery status or the completion of an ordinary processing step does not automatically prevent a genuine product or delivery concern from being reviewed.

10. Changes to These Terms

These Terms of Service may be revised when website functions, operational practices, or applicable requirements change.

The current version will be published on this page. Revisions will be interpreted consistently with applicable law and will not remove rights that must legally be preserved.

11. Contact

For questions about these Terms of Service, product information, or order-related procedures, contact service@arqenlo.com.