Refund policy

30-Day Hassle-Free Returns

At Arc Sand, we want you to feel good about every lamp that ends up in your home. If something doesn’t work out, returning it should be the easy part. Here’s how it works.

Return Policy Summary

Return Period
You may request a return within 30 days from the date your order is delivered.

Order Cancellations
We offer a 24-hour cancellation window after your order is placed.
If you need to cancel your order, please contact our support team as soon as possible at info@thearcsand.com.

Once an order has already been processed or shipped, it can no longer be canceled and will need to follow our standard return process.

Item Condition
Returned items must be unused, in original condition, and sent back with all original packaging, accessories, and documentation. Because our lamps are fragile, please pack them as carefully as they arrived — items damaged in return transit due to inadequate packaging may not qualify for a full refund.

Support Included
Our customer care team is always ready to guide you through the return process from start to finish.

Where to Send Returns

All returns are received at our facility in Indonesia:

Arc Sand Returns
JL. KELAPA KOPYOR VI CA 11/05
Tangerang, Banten 15810
Indonesia

Please do not ship anything back before contacting us. Returns sent without a return authorization cannot be tracked to your order and may not be refunded. Email info@thearcsand.com first and we’ll confirm the details with you.

Return Shipping Costs

Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, Arc Sand will cover all return shipping costs.

Change of Mind Returns
If you decide to return an item due to preference or no longer needing it, return shipping costs will be the customer’s responsibility. Original shipping fees are non-refundable.

Please note: because returns travel to Indonesia, international return shipping can be expensive and may take several weeks to arrive. We recommend contacting us before you ship — in many cases we can suggest a faster or more economical resolution.

Restocking Fee

We do not charge any restocking fees.
You’ll never be penalized with hidden return handling charges. We believe in fair, transparent policies designed around your comfort and confidence when shopping with us.

How to Initiate a Return

  1. Contact Us
    Email info@thearcsand.com with your order number and a brief explanation of the return.

  2. Wait for Authorization
    We’ll reply within 1–2 business days with a return authorization and the exact return instructions for your order.

  3. Prepare the Package
    Securely pack the item in its original packaging, ensuring all included components are returned.

  4. Ship the Item
    Follow the instructions provided in your return authorization email and drop the package at the designated carrier location. Please keep your tracking number until the refund is issued.

Refund Timeline

Quality Check
Once your return arrives, our team will inspect the item to confirm it meets our return requirements.

Refund Processing
Approved refunds are issued to the original payment method and typically appear within 7 business days of inspection, depending on your payment provider.

Exchanges

Need a different colour or product? We’re happy to help. Simply reach out to our support team and we’ll assist with an exchange as quickly as possible.

Items Not Eligible for Return

Items that have been used, installed, modified, or are missing original packaging or components may not qualify for a return. Any product-specific exclusions will be clearly stated on the product page before purchase.

Need Help?

For additional details, please visit our FAQ section or contact our customer support team directly.

Contact Details

Store Name: Arc Sand
Address: JL. KELAPA KOPYOR VI CA 11/05, Tangerang, Banten 15810, Indonesia
Email: info@thearcsand.com
Phone: +62 813 8819 7023

Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM (WIB)

We aim to respond to all inquiries within 1–2 business days.