Return and refund policy

Updated on: 04/09/2025

1) Legal withdrawal period

You have 14 days from the reception of your order to exercise your right of withdrawal and return the items to us.

After this period, no returns, exchanges or refunds can be accepted.

2) Conditions for accepting a return

To be eligible, each returned item must:

be new, unworn, unwashed, unaltered (no stains, odors, normal folds, repairs, etc.);
be sent back to his original condition and packaging, with all labels attached;
not having been connected to the application ARNTREAL and the activation key must not not have been used/activated.

⚠️ Items that do not meet these criteria (damaged, incomplete, soiled, worn, washed, missing labels, activated key, etc.) will be refused and not refunded.

3) Specific clause – Mystery Box

Our Mystery Box are products sealed whose value is based on the surprise and the randomness of their content.
As such:

Open shipping box (logistics packaging) does not affect your right of withdrawal.
On the other hand, any Mystery Box that is opened, unsealed or has a broken warranty seal can't be taken back or refunded (in accordance with thearticle L221-28 of the Consumer Code).
The right of withdrawal for a Mystery Box is not valid only if the box is returned intact, sealed and unopened.
Any attempt to re-packaging after opening will be considered as open → return refused.

4) Return procedure

Make your request via the section “SUPPORT” of the site, by selecting the articles concerned and the reason.
Pack the products carefully, ideally in the original carton.
Include the invoice and/or the return voucher.
Ship to the address provided by our support (the returns travel at the Customer's risk until receipt and control by our teams).

5) Options to choose from when returning

Exchange : subject to stocks available (impossible if the part is broken).
Voucher : +10 % of the value of the returned part (usable on future DROPs).
Refund : from price paid for the item, excluding delivery costs.

The credits/vouchers are not refundable in euros.

6) Processing times and reimbursement

The treatment of a return is made under 10 working days from its warehouse reception.
The refund (if chosen) is carried out within 3 working days following the compliant control returned items, on the same card used for payment.

7) Return costs

Metropolitan France : payable by the Customer (unless there is an error on our part or a non-compliant product).
International : payable by the Customer (customs duties and taxes possible also at your expense).

In case shipping error or non-compliant product, the Return costs are covered by ARNTREAL (after validation by support).

8) Lost/undelivered packages

If your package is declared lost by the carrier or not delivered within reasonable timeframes:

you can choose one returning the order or a full refund ;
ARNTREAL supports the transport risk until the actual delivery.
Report any problems as quickly as possible via andrealbriziom@arntreal.com or section SUPPORT.

9) Items excluded from return

In addition to the cases described above (products worn, washed, altered, activation key used, etc.):

Mystery Box opened/unsealed → non-returnable ;
Items personalized (if applicable) → non-returnable, unless proven defective.

RETURN POLICY