Refund policy

RetailArk
Operated by Athelux LLC, a Wyoming single-member limited liability company
30 North Sheridan, Sheridan, Wyoming, United States
Email: robinods95@gmail.com
Last Updated: 23-9-2026

---

1. Overview

We want you to be satisfied with your purchase from RetailArk. If something isn't right, this policy explains how returns, refunds, replacements, and exchanges work.

This Refund & Return Policy forms part of, and is incorporated into, our Terms of Service. By placing an order, you agree to this policy.

In short:

---

2. Return Window — 90 Days

You may request a return within 90 calendar days of the delivery date, as confirmed by the carrier's tracking information.

• Requests made after 90 days cannot be accepted.

• The 90-day window begins on the delivery date, not the order date.

• If tracking shows delivery but you did not receive the item, contact us — we will investigate, and the outcome may affect your window.

---

3. Eligibility Requirements

To qualify for a return, an item must meet all of the following:

1. The return is requested within 90 days of delivery.

2. The item is not on the non-returnable list in Section 4.

3. The item is unused, undamaged, and unaltered, in the same condition you received it.

4. The item is returned in its original packaging, with all accessories, manuals, cables, parts, and inserts included.

5. You have prior written authorization from RetailArk (see Section 6).

6. You can provide proof of purchase (order number or order confirmation email).

Returns that do not meet these requirements may be refused, returned to you at your expense, or subject to a partial refund at our discretion.

---

4. Non-Returnable Items

The following items are not eligible for return or refund, regardless of the 90-day window:

• Cosmetics and beauty products — including skincare, makeup, fragrances, and personal care items — whether opened or unopened, for hygiene and safety reasons

• Single-use, consumable, or one-time-use products — including but not limited to disposable items, refills, cartridges, pods, and products designed for a single application

• Perishable goods

• Personalized or custom-made items

• Gift cards and digital downloads

• Items marked "Final Sale" or "Non-Returnable" on the product page at the time of purchase

• Items returned without prior written authorization

• Items damaged after delivery through customer use, misuse, accident, or neglect

• Items missing components, accessories, or original packaging

If you are unsure whether an item is returnable, contact us at robinods95@gmail.com before placing your order.

---

5. Condition Requirements

5.1 Accepted Condition

Items must be returned in resalable condition. This means:

• No signs of use, wear, scratches, stains, odors, or damage

• No missing parts, accessories, or manuals

• Original packaging intact, where reasonably possible

• Any hygiene seals, protective films, or tamper-evident packaging unbroken

5.2 Condition Assessment

Upon receiving your return, we (or our supplier) will inspect the item. Based on the inspection, we may:

• Approve a full refund

• Approve a partial refund reflecting diminished value

• Approve a replacement

• Refuse the return if the item does not meet the requirements

5.3 Customer Damage

If an item is returned used, damaged, altered, or missing components, we may:

• Refuse the return and ship the item back to you at your expense, or

• Issue a partial refund reflecting the reduction in value

---

6. How to Start a Return

Step 1 — Contact us.
Email robinods95@gmail.com with:

• Your order number

• The item(s) you wish to return

• Your reason for return

• Photos or video, if the item is damaged, defective, or incorrect

Step 2 — Wait for authorization.
We will review your request and respond within 2–3 business days with a decision and, if approved, return instructions and the return address.

Step 3 — Ship the item.
Once authorized, ship the item using a tracked shipping method. You are responsible for return shipping costs (see Section 7).

Step 4 — Provide tracking.
Send us the tracking number so we can monitor the return.

Step 5 — Inspection and resolution.
Once received, we inspect the item and process your refund or replacement (see Section 8).

⚠️ Do not ship anything back before receiving written authorization. Unauthorized returns may be refused, discarded, or returned to you without refund.

---

7. Return Shipping Costs

7.1 Customer-Paid Returns

You are responsible for the cost of return shipping in most cases, including:

• Change of mind

• Ordered by mistake

• No longer needed

• Item did not meet expectations (but is not defective)

• Size, color, or style preference

We do not provide prepaid return labels for these returns, and we do not reimburse return shipping costs.

7.2 RetailArk-Paid Returns

We will cover return shipping (or waive the return entirely) when:

• The item arrived damaged or defective

• The item is incorrect (wrong product, size, or color sent)

• The item is significantly not as described

In these cases, we will provide instructions and, where appropriate, a prepaid label or reimbursement.

7.3 Shipping Method Requirements

• All returns must be shipped with a tracked method.

• We are not responsible for returns lost or damaged in transit back to us.

• We recommend retaining your shipping receipt and tracking number until your refund is complete.

7.4 Customs and Duties on Returns

For international returns, any customs duties, taxes, or brokerage fees incurred on the return shipment are your responsibility. Returns refused at customs will be treated as not received.

---

8. Refunds, Replacements, and Store Credit

8.1 RetailArk Determines the Remedy

RetailArk determines the appropriate remedy on a case-by-case basis, based on the condition of the item, the nature of the issue, and applicable law. Depending on the circumstances, we may offer:

• A full refund to the original payment method

• A partial refund reflecting diminished value or missing components

• A replacement of the same product (subject to availability)

• A replacement with an equivalent product of equal or greater value

• Store credit for the approved amount

We are not obligated to provide a specific remedy where another reasonable remedy is offered.

8.2 Refund Amount

Approved refunds typically cover the product price and any sales tax paid. Original shipping charges are non-refundable unless:

• The item arrived damaged, defective, or incorrect, or

• The return is required by applicable consumer law

8.3 Replacement Availability

Replacements are subject to stock availability. If the exact item is unavailable, we may offer:

• An equivalent product

• Store credit

• A full refund

8.4 Partial Refunds

We may issue a partial refund where:

• The item is returned used, worn, or damaged

• Components, accessories, or packaging are missing

• The item shows signs of handling beyond what is necessary to inspect it

• The return is significantly delayed beyond the authorized window

---

9. Refund Processing and Timing

9.1 Processing Timeline

Once we receive and inspect your return:

• We will notify you of the approval or rejection within 2–3 business days of inspection.

• Approved refunds are issued within 5–10 business days of approval.

9.2 Where Refunds Are Sent

Refunds are issued to the original payment method used at checkout (e.g., the card or account linked to Shop Pay).

We cannot issue refunds to a different card, account, or person.

9.3 Bank Posting Times

Once we process a refund, your bank or card issuer may take an additional 5–10 business days to post the credit to your statement. This timing is outside our control.

9.4 Currency and Exchange Rate Differences

If your original payment was made in a currency other than USD, the refunded amount may differ from the original charge due to exchange rate fluctuations or foreign transaction fees applied by your bank. We are not responsible for these differences.

9.5 Shop Pay Installments

If you paid using Shop Pay Installments, refunds are handled in accordance with Shop Pay's terms. Refunds may be applied to your installment plan or issued according to their process. Contact Shop Pay support for plan-specific questions.

---

10. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

1. Stop using the item immediately.

2. Contact us at robinods95@gmail.com within 7 days of delivery.

3. Include your order number and clear photos or video showing:

   • The item and the issue

   • The packaging, including any visible external damage

   • The shipping label, if relevant

4. Keep the item and all packaging until we respond.

Verified claims will be resolved at our cost — via refund or replacement — with no return shipping charge to you. We may provide a prepaid return label or waive the return requirement.

⚠️ Claims made after 7 days of delivery may still be reviewed, but we cannot guarantee a resolution at our cost. Report issues promptly.

---

11. Order Cancellations

11.1 Before Dispatch

You may request cancellation before your order is dispatched. Contact us immediately at robinods95@gmail.com with your order number and the subject line "Cancel Order."

• If the order has not been dispatched, we will cancel it and issue a full refund.

• If the order has been dispatched, cancellation is no longer possible. You may initiate a return after delivery under this policy.

11.2 After Dispatch

Once an order is dispatched, it cannot be cancelled. Refusal of delivery does not constitute a cancellation and may result in the order being treated as abandoned (see Section 13).

11.3 Cancellations by RetailArk

We may cancel an order at any time before dispatch for reasons described in our Terms of Service (Section 5.2), including stock issues, pricing errors, suspected fraud, or shipping restrictions. If we cancel after payment, you receive a full refund.

---

12. Exchanges

We do not operate a direct exchange process. If you want a different item:

1. Request a return under this policy.

2. Once your return is approved and processed, place a new order for the item you want.

This ensures accurate inventory tracking and faster processing.

---

13. Refused Deliveries and Unclaimed Orders

13.1 Refused Deliveries

If you refuse delivery of an order:

• The order may be treated as abandoned upon return to sender.

• You will not receive a refund of the product price or shipping costs, except where required by law.

• International orders refused to avoid customs charges are subject to the same treatment.

13.2 Unclaimed Orders

If an order is returned to sender because it was not claimed within the carrier's holding period, or because the address provided was incorrect or incomplete, we may:

• Offer a replacement shipment at your expense, or

• Issue a refund less the original shipping cost and any return shipping or handling fees

---

14. Chargebacks and Payment Disputes

Please contact us before filing a chargeback. We resolve the vast majority of issues directly and quickly.

If you file a chargeback or payment dispute without contacting us first:

• We will respond to the dispute with all relevant order, tracking, and communication records.

• Your account may be suspended pending resolution.

• If the chargeback is found to be invalid or made in bad faith, we may:

  • Recover the product and any associated fees, to the extent permitted by law

  • Refuse future orders

  • Pursue recovery of chargeback fees and costs

Nothing in this section limits your right to dispute a charge where you have a genuine, good-faith basis.

---

15. International Returns

• International customers may return items under this policy.

• You are responsible for all return shipping costs, duties, taxes, and customs fees.

• Returns must be clearly marked as "Returned Goods" on customs paperwork.

• We are not responsible for returns held, delayed, or seized by customs.

• Returns that fail to reach us due to customs issues will be treated as not received.

---

16. Legal Rights

Nothing in this policy limits any non-waivable statutory rights you may have under the consumer protection laws of your jurisdiction, including:

• European Union / EEA / UK: Your statutory right to withdraw from a purchase within 14 days of delivery, where applicable, in addition to this policy

• Australia: Your rights under the Australian Consumer Law, including remedies for faulty goods

• Canada: Your rights under applicable provincial consumer protection legislation

• United States: Your rights under applicable federal and state law

Where your statutory rights provide greater protection than this policy, your statutory rights prevail.

---

17. Summary Table

---

18. Contact Us

For all return, refund, and order issue inquiries:

Athelux LLC (RetailArk)
30 North Sheridan
Sheridan, Wyoming, United States
Email: robinods95@gmail.com

Subject lines to use:

• Return request: "Return Request – Order #[number]"

• Damaged/defective item: "Damaged Item – Order #[number]"

• Cancellation: "Cancel Order – Order #[number]"

• Chargeback inquiry: "Payment Dispute – Order #[number]"

We respond to all inquiries within 2–3 business days.