Return, Refund, Shipping & Order Dispute Policy

Last Updated: August 20, 2026

At Arelivia, we are committed to providing a positive shopping experience. This policy explains how returns, refunds, shipping delays, delivery issues, cancellations, and payment disputes are handled.

By placing an order through our website, you acknowledge that you have had the opportunity to review our policies before completing your purchase. Nothing in this policy limits or excludes any consumer rights that cannot legally be limited or excluded under applicable law.

For assistance, please contact us at support@arelivia.com.

1. 30-Day Satisfaction Guarantee

Arelivia offers a 30-day satisfaction guarantee, subject to the terms below and any mandatory consumer rights applicable to your purchase.

You may contact us to request a return within 30 days of the delivery date.

To initiate a return, email support@arelivia.com with:

• Your order number.

• The email address used to place the order.

• The reason for your return.

• Relevant photographs or other information, where applicable.

Our support team will review your request and provide the appropriate return instructions.

Please do not send products back without first contacting our support team, as unauthorized returns may be delayed or become difficult to identify.

This voluntary satisfaction guarantee does not replace or restrict any statutory right of withdrawal, refund, repair, replacement, or other remedy available under applicable law.

2. Return Conditions

For returns requested under our voluntary satisfaction guarantee:

• The order must have been placed directly through the official Arelivia website.

• Proof of purchase or a valid order number must be provided.

• The product should be returned in a condition consistent with the reason for return and any applicable legal requirements.

• Original packaging and accessories should be included where reasonably available.

If a product has been used, damaged, altered, or returned incomplete, we will assess the circumstances and determine whether any lawful deduction or limitation applies.

We will not refuse a valid statutory return or remedy solely because the original packaging is missing or because the customer cannot meet a condition that applicable law does not permit us to impose.

For change-of-mind returns, return shipping costs may be the customer's responsibility where permitted by law and where this has been disclosed before purchase. Return shipping costs for defective, damaged, incorrect, or non-conforming products will be handled in accordance with applicable law.

3. Refund Processing

Once we receive your return, where a physical return is required, or obtain sufficient information to assess your request, we will review the case and communicate the outcome.

If a refund is approved, it will normally be issued to the original payment method.

Our voluntary refund processing target is up to 10 business days after the return has been received and approved. This processing target does not extend any shorter mandatory legal refund deadline.

Banks, card issuers, and payment providers may require additional time to display the credit.

Where appropriate and legally permitted, Arelivia may offer a replacement or store credit as an alternative. Such alternatives will not replace a refund or another remedy where the customer is legally entitled to one.

A customer is not entitled to receive duplicate reimbursement for the same transaction or loss. Any previously completed refund, replacement, or other resolution will be taken into account when assessing a subsequent request, subject to applicable law and payment-provider rules.

4. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order when it arrives.

If you receive a product that is damaged, defective, incorrect, or materially different from its description, contact support@arelivia.com as soon as reasonably possible.

Please include:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the issue, where reasonably available.

• Photographs of the packaging and shipping label, where relevant.

We may request additional information reasonably necessary to investigate the issue.

We aim to resolve reported problems through an appropriate remedy, which may include a replacement, repair, refund, or another legally available solution.

We request that visible damage or incorrect items be reported within 48 hours of delivery where possible, so that we can investigate promptly with the carrier or fulfillment provider.

This 48-hour request is an administrative reporting guideline only. It does not waive, shorten, or remove any mandatory legal rights, warranty rights, or remedies available to the customer.

5. Shipping Times and Carrier Delays

Delivery estimates displayed at checkout are based on the shipping method, destination, fulfillment information, and carrier estimates available at the time of purchase.

Actual delivery may be affected by circumstances such as:

• Carrier backlogs or operational disruptions.

• Severe weather or natural events.

• Customs inspections or clearance delays.

• Incorrect or incomplete delivery information.

• Failed delivery attempts or recipient unavailability.

• Public holidays or other disruptions affecting transportation.

Where a shipment is delayed, please contact support@arelivia.com with your order number. We will review the available tracking information and, where appropriate, contact the carrier or fulfillment provider.

A carrier delay does not automatically establish that a package has been lost. Where tracking indicates that a shipment is still moving through the carrier network, we may reasonably investigate the delay before determining the appropriate next step.

However, carrier-related delays do not automatically eliminate Arelivia's obligations to the customer. If an order is not delivered within the applicable agreed or legally required timeframe, the customer may be entitled to additional time for delivery, cancellation, or a refund, depending on the circumstances and applicable law.

Arelivia will not rely on the carrier's involvement to exclude a consumer remedy that the law requires us to provide.

6. Orders Marked as Delivered

If tracking shows that an order has been delivered but you have not received it, please contact support@arelivia.com promptly.

We may investigate by checking:

• The carrier's delivery confirmation and tracking history.

• The shipping address provided at checkout.

• Available delivery photographs, GPS confirmation, or proof of delivery.

• Whether the parcel was left with a neighbour, reception desk, or designated safe location.

• Any available information from the carrier regarding a failed, redirected, or disputed delivery.

Please check your delivery location and any available carrier notifications while we investigate.

A delivery scan alone may not conclusively establish that the intended recipient received the package in every circumstance. We will assess the available evidence and applicable legal requirements before determining the appropriate resolution.

If the package cannot be located, we will work with the carrier to investigate and provide an appropriate resolution in accordance with applicable law.

7. Undelivered, Lost, or Returned-to-Sender Orders

If your order has not arrived within the estimated delivery period, contact support@arelivia.com with your order number.

We will review the tracking history and investigate the shipment with the relevant carrier or fulfillment provider where appropriate.

If the package is confirmed lost, cannot reasonably be located, or has not been delivered within the applicable legally required timeframe, we will provide the remedy required by applicable law.

If a shipment is returned to us because of an incorrect address, an unsuccessful delivery attempt, or failure to collect the parcel, we will review the carrier's records and contact the customer where possible.

If the customer provided an incorrect address, additional shipping arrangements may be necessary. Any additional charges or deductions will be applied only where legally permitted and appropriately disclosed.

Where the delivery failure is attributable to Arelivia or the carrier, we will not automatically charge the customer for the resulting problem.

Requests relating to undelivered orders should be reported promptly so that we can preserve tracking information and investigate effectively. Any reporting period stated by Arelivia does not extinguish mandatory statutory rights.

8. Order Cancellations and Changes

Cancellation or modification requests should be submitted as soon as possible to support@arelivia.com.

We will make reasonable efforts to stop or modify an order before it is dispatched. Once an order has entered fulfillment or been handed over to the carrier, cancellation may no longer be operationally possible.

If an order cannot be stopped before dispatch, the applicable return or withdrawal process will apply.

Nothing in this section removes any statutory right to cancel or withdraw from an order, including rights that may apply after dispatch or delivery.

9. Subscription Orders and Recurring Payments

If you purchase a subscription, the applicable subscription frequency, renewal terms, price, and cancellation instructions will be disclosed during the purchase process.

You may cancel your subscription using the “Manage Subscription” link in your order confirmation or billing emails, or by contacting support@arelivia.com.

Cancellation will prevent future renewals once it has taken effect in accordance with the disclosed subscription terms and applicable law. Please retain any cancellation confirmation for your records.

Unless otherwise required by law or expressly stated in the applicable offer, cancelling a subscription does not automatically refund charges for previous billing periods that were validly authorized.

Refund requests relating to recurring payments will be assessed according to the circumstances, the disclosed subscription terms, and applicable law. We will investigate claims involving unauthorized charges, cancellation errors, duplicate billing, or charges made after an effective cancellation.

Where a customer disputes a recurring payment, Arelivia may review the subscription records, billing history, cancellation timestamp, and relevant communications to establish the facts.

10. Promotional Offers, Discounts, and Free Gifts

Promotional offers, bundle discounts, and free gifts may be subject to specific eligibility conditions disclosed at the time of purchase.

If a partial return means that the remaining order no longer qualifies for a promotion, we may recalculate the refund to reflect the promotion's original disclosed terms, but only where permitted by applicable law.

Any deduction must be transparent, proportionate, and supported by the conditions presented to the customer before purchase.

Nothing in this section permits Arelivia to reduce a mandatory statutory refund unlawfully.

11. Duplicate Refunds, Payment Issues, and Chargebacks

If you believe that you have been charged incorrectly, charged more than once, or charged for an order that you cancelled, please contact support@arelivia.com so that we can investigate promptly.

We encourage customers to contact us before escalating a payment issue, as many problems can be resolved through a refund, replacement, billing correction, or delivery investigation.

When investigating a payment issue, Arelivia may review relevant records, including:

• Order details and the amount paid.

• Payment authorization and transaction records.

• The policies and checkout disclosures applicable to the order.

• Shipping confirmation and tracking information.

• Delivery confirmation, where available.

• Customer support correspondence.

• Subscription authorization and cancellation records, where relevant.

• Any refund or replacement already issued.

If a chargeback or payment dispute has already been opened, please notify us and provide the dispute reference if available.

To prevent conflicting or duplicate reimbursement, we may coordinate any pending refund with the payment processor or financial institution handling the dispute. This coordination does not waive any consumer rights or authorize Arelivia to withhold a refund that is legally due.

Arelivia reserves the right to submit relevant, accurate, and lawfully obtained evidence through the applicable payment-dispute process when a transaction is challenged.

We will not impose a blanket prohibition on chargebacks, penalize customers merely for exercising a legitimate legal right, or require a customer to waive statutory rights as a condition of receiving a refund.

12. Fraud Prevention and Abusive Claims

Arelivia may investigate suspected fraudulent activity, materially inconsistent claims, repeated duplicate refund requests, or apparent misuse of promotional offers.

Where reasonably necessary and legally permitted, we may request additional information relevant to the specific order or claim.

Any decision will be based on the available evidence and the circumstances of the individual case. A claim will not be considered fraudulent solely because a customer requests a refund, reports a delivery problem, or initiates a payment dispute.

Arelivia may take appropriate action where there is credible evidence of fraud or unlawful conduct, subject to applicable law and the customer's statutory rights.

13. Return Exclusions and Legal Exceptions

Certain products may be subject to lawful return exclusions or special conditions, including certain personalized, perishable, sealed hygiene-sensitive, or other legally exempt products.

Any applicable exclusion must be disclosed appropriately and will apply only where permitted by law.

Nothing in this policy excludes a remedy for a defective or non-conforming product where such a remedy is required by law, or removes a consumer's statutory right of withdrawal where that right applies.

14. Consumer Rights and Applicable Law

This policy is intended to operate alongside applicable consumer protection legislation.

Where mandatory consumer law provides a customer with rights or remedies that differ from this policy, the mandatory legal requirements will prevail.

For example, consumers in the European Union may have statutory withdrawal rights for online purchases, subject to applicable exceptions, as well as legal remedies for defective goods and non-delivery.

Nothing in this policy is intended to exclude or restrict any right that cannot legally be excluded or restricted.

15. Contact Us

For returns, refunds, delivery problems, cancellations, or payment questions, please contact:

Arelivia Customer Support
Email: support@arelivia.com

Please include your order number in your message so that we can identify your purchase and investigate your request efficiently.

We aim to respond as promptly as reasonably possible and work toward a fair resolution in accordance with this policy and applicable law.