Refund policy

Return and Refund Policy

At ARKTA, we want you to feel confident when ordering from us. If something is not right, our support team is here to help.

This policy explains how returns, refunds, exchanges, cancellations, damaged items, and delivery issues are handled.

1. Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must be:

• Unused, unworn, and unwashed
• In its original packaging
• In the same condition that you received it
• Complete with any included accessories, including the cooling pack
• Free from marks, odours, damage, or signs of use

Due to the intimate and hygiene-sensitive nature of ARKTA CoolCore™ Boxer Briefs, we cannot accept returns on underwear that has been worn, washed, used, damaged, or removed from its protective packaging where hygiene protection has been broken.

This does not affect your statutory rights.

2. How to Start a Return

To request a return, please contact us through the contact form on our website or email us at [support@getarkta.com] with:

• Your order number
• The email address used at checkout
• The reason for your return request
• Photos, if the item is damaged, faulty, or incorrect

Please do not send items back without contacting us first. Items returned without approval may not be accepted.

3. Return Shipping

Customers are responsible for return shipping costs unless the item is confirmed to be faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items sent without tracking.

Original shipping fees are non-refundable unless required by law or unless the return is due to our error.

4. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow time for your bank, card provider, or payment provider to process the refund.

We reserve the right to refuse or reduce a refund if the returned item shows signs of use, wear, washing, damage, missing accessories, missing packaging, or any condition that prevents resale as a new item.

5. Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty, or incorrect, contact us within 7 days of delivery with clear photos of the issue and your order number.

If the issue is confirmed, we will offer an appropriate resolution, which may include a replacement, refund, or store credit depending on the situation and product availability.

6. Cooling Packs

Each pair of ARKTA CoolCore™ Boxer Briefs includes 1 cooling pack.

Cooling packs are designed to be used only as intended with the ARKTA CoolCore™ Boxer Briefs. Please follow all product care and usage instructions.

We are not responsible for damage caused by misuse, overheating, puncturing, cutting, freezing beyond recommended use, using the pack outside the product pouch, or failing to follow care instructions.

7. Exchanges

We may offer exchanges where stock is available.

If you need a different size, please contact us and we will guide you through the available options. For hygiene reasons, exchanges are only available for eligible unused and unopened items unless the item is faulty or incorrect.

8. Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible.

We process orders quickly, so we cannot guarantee changes or cancellations once an order has been placed.

If your order has already been processed, packed, dispatched, or handed to the carrier, you may need to follow the standard return process once it arrives.

9. Refused Deliveries and Failed Delivery Attempts

If an order is refused, unclaimed, or returned to us because of an incorrect address, failed delivery attempt, unpaid customs charge, or customer refusal, any refund may be reduced by the original shipping cost, return shipping cost, carrier charges, handling costs, and any non-recoverable fees.

10. Lost or Delayed Orders

We are not responsible for delays caused by carriers, customs, incorrect addresses, public holidays, weather disruption, strikes, or events outside our reasonable control.

If your order appears to be delayed or lost, contact us and we will help investigate with the carrier.

11. Chargebacks and Payment Disputes

If a chargeback or payment dispute is opened, we may pause refunds, replacements, or further account actions until the dispute has been resolved by the payment provider.

Opening a chargeback does not automatically cancel your obligation to return goods where required, nor does it remove our right to provide evidence to the payment provider.

12. Final Sale Items

Certain items may be marked as final sale, clearance, promotional, or non-returnable. These items cannot be returned unless they are faulty, damaged, incorrect, or required to be accepted under applicable law.

13. Your Statutory Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.

Contact

For return and refund support, please contact us through the contact form on our website or email:

[support@getarkta.com]