Effective Date: [28-08-2026]
This Policy is part of our Terms & Conditions.
| Situation | Deadline to contact us |
|---|---|
| Anything wrong with a delivered order | 2 × 24 hours from the courier’s delivery timestamp, and not less than 2 working days |
| Package never arrived | [14] days from the last estimated delivery date |
| Manufacturing defect appearing later | [14] days from delivery |
The courier’s tracking timestamp is the standard we use. Not when you personally opened the package.
We do not accept requests after these deadlines. Courier claims cannot be filed once they close, so late reports cannot be investigated.
Record a single, continuous, unedited video showing the sealed package, the shipping label, and the package being opened.
Claims for missing items, wrong items, or transit damage are not accepted without this video. Without it we cannot verify the package’s condition on arrival or claim against the courier. This requirement is stated here before you buy, and applies to every order.
A video is not required for manufacturing defects that appear later (Section 5).
| Situation | Return shipping | Resolution |
|---|---|---|
| Wrong product or size sent by us | ARC | Exchange for the correct item |
| Manufacturing defect | ARC | Exchange, or equal-value swap |
| Damaged in transit | ARC | Exchange, subject to the courier claim |
| Package confirmed lost by courier | ARC | Replacement, or refund if unavailable |
| Address entered wrong by us | ARC | Reship at no cost |
| Wrong size chosen by you | Customer, both ways | Exchange, subject to stock |
| Address entered wrong by you | Customer | Reship on payment of new shipping |
| Changed your mind | Not accepted | — |
We do not accept change-of-mind returns. Order carefully.
We also decline requests where:
A deadline in Section 1 has passed
The required unboxing video was not recorded
The item has been worn, washed, altered, customised, or used
Damage occurred after delivery, through handling, storage, or washing
The care instructions on the label were not followed
Original tags are missing
You cannot provide the evidence we reasonably request
The issue is normal variation already disclosed in our Terms — colour on screen, or measurement within tolerance
The size sent matches the size ordered and our published size chart
Final sale — no exchange except for our error: sale, clearance, and archive items; collaboration and limited-edition drops; customised and made-to-order items.
Contact us within [14] days of delivery with your order number, clear photos of the defect, photos of the full garment and its care label, and how the defect appeared.
Normal wear, fading from washing, and damage from incorrect washing are not defects.
An exchange may be granted within the deadline, subject to:
The size being in stock — we are not obliged to hold or restock
The item meeting Section 8 conditions
You paying shipping in both directions
The item reaching us and passing inspection before we dispatch
One exchange per item only.
Check with us before sending anything. If your size is unavailable you may choose another product of equal or higher value, paying any difference. We do not swap down to a cheaper item and do not refund the difference.
We open a courier investigation for lost packages, transit damage, misdelivery, or tracking discrepancies. Investigations take 7–14 working days. You must supply the evidence we or the courier request, including your unboxing video.
If the courier confirms the package lost, we send a replacement, or refund in full if no replacement is available.
If tracking shows the order was delivered but you did not receive it: risk passed to you on delivery under our Terms. As a goodwill step we will still lodge an enquiry and ask the courier for proof of delivery. Where the courier provides proof of delivery, the order is treated as complete and we are not liable. Where the courier cannot provide proof, we resolve it as a lost package.
Wrong address you entered: any additional shipping, redelivery, or return cost is yours. See Return to Sender in our Terms.
Wrong address we entered: confirmed by investigation, we reship at our cost.
Returned items must be unworn, unwashed, free of stains, odour, perfume, makeup or pet hair, in original condition with all tags attached, and returned with any free gift or bundled item received.
Bundles must be returned complete; individual pieces cannot be exchanged separately.
Items not meeting these conditions are rejected and returned to you at your cost. Pack returns protectively — items damaged on the way back to us are not eligible.
Exchange for the same item — our standard resolution.
Equal or higher value swap — where the item is unavailable, paying any difference.
Refund — only in the cases below.
We do not issue store credit. We refund to your original payment method only where:
We cancel your order
A courier confirms the package lost and no replacement is available
Our error or a manufacturing defect cannot be resolved by exchange or swap
A Pre-Order is cancelled in its window, or delayed beyond the window in our Terms
A refund is required by law
Refunds are processed within [7–14] working days of approval; bank and gateway times are outside our control. Refunds are issued in the currency in which payment was made, and original shipping is refunded only where the fault was ours.
Nothing in this Policy limits your rights under Law No. 8 of 1999 on Consumer Protection.
Contact our official customer service channel with your order number, name, contact number, the reason, and your photos and unboxing video.
| Step | Timing |
|---|---|
| We acknowledge | Within 1 × 24 hours on working days |
| We decide, or request more evidence | Within 3 working days |
| Courier investigation, if needed | 7–14 working days |
| Replacement dispatched after we receive and inspect your return | Within 3 working days |
| Refund processed after approval | 7–14 working days |
Our assessment determines the resolution offered under this Policy, without prejudice to your rights under Indonesian law.
Do not send anything back before we approve it and give you return instructions. Unauthorised returns are not processed and may be refused or returned at your cost.
Once approved: ship within [5] days, use a tracked service, send us the tracking number, and use only the address in our approval message. Untracked returns lost on the way to us are your responsibility.
Orders from our storefronts on Shopee, Tokopedia, TikTok Shop, or similar are governed by that platform’s return policy, which takes precedence. Submit your request there first.
We are not responsible for products bought from unauthorised resellers.
We may decline requests, restrict future orders, or suspend accounts where we identify a pattern of abuse — including repeated unsubstantiated claims, wear-and-return behaviour, returning items that are not ours, or repeated claims across multiple orders or accounts.
We may investigate whether an issue arose from ARC, the customer, the courier, a manufacturing fault, or circumstances beyond reasonable control, by reviewing order records, shipping data, photos, packaging, labels, tracking, unboxing video, and correspondence.
Evidence you send us is handled under our Privacy Policy and kept for the period stated there, so we can resolve disputes and prevent repeat abuse.
ARC Anime Lab
Email: help@arcanimelab.com
WhatsApp: +62 812-9403-9813
Hours: [Mon–Fri, 09:00–17:00 WIB]
Contact us before sending anything back.
Template prepared for ARC Anime Lab; not legal advice. Have it reviewed by a qualified Indonesian practitioner before publishing — particularly Sections 2, 4, and 9.
