Refund policy
Refund & Return Policy
Last updated: August 19, 2026
At AlderArc, many of our products are personalized and made specifically for each customer. Please review this policy carefully before placing your order.
Personalized and Made-to-Order Products
Because personalized and made-to-order products are created using information submitted specifically for your order, we generally do not accept returns or exchanges for custom or personalized products due to:
- change of mind;
- incorrect personalization submitted by the customer;
- misspelled names or text submitted by the customer;
- incorrect dates, numbers or punctuation submitted by the customer;
- selecting the wrong size, variation or product option;
- deciding that the product is no longer wanted after production has started.
Please review all personalization details carefully before completing your purchase.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer law.
Personalization Changes
If you discover a mistake in your personalization after placing an order, contact us as soon as possible.
If production has not started, we will do our best to update the requested personalization.
Once production has started, changes may no longer be possible because personalized products are made specifically for the individual order.
AlderArc creates personalized products using the information provided at checkout, so please carefully review:
- spelling;
- capitalization;
- names;
- dates;
- numbers;
- punctuation;
- product options;
- selected variations.
Order Cancellations
Cancellation requests are accepted within 12 hours of purchase.
Because personalized products are made to order, cancellation may no longer be possible after the 12-hour period or once production has begun.
To request a cancellation, contact AlderArc immediately through our Contact Us form or at support@alderarc.com.
A cancellation request is not considered completed until AlderArc confirms the cancellation.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, incomplete, materially different from the item ordered, or with personalization that does not match the information correctly submitted with your order, please contact us promptly.
Where practicable, please contact us within 7 days of delivery so that we can investigate the issue efficiently.
Please provide:
- your order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the packaging where relevant.
We will review the issue and determine an appropriate resolution.
Depending on the circumstances, the resolution may include:
- a remake;
- a replacement;
- a partial refund;
- a full refund.
The 7-day request period does not limit rights that may apply under mandatory consumer protection laws.
Return Method
Do not send a product back without first contacting AlderArc.
If a physical return is required, we will provide:
- return instructions;
- the applicable return address;
- any required return authorization information;
- information about return shipping.
The return address may differ from our business address because AlderArc operates through multiple production and fulfillment locations.
Return Shipping Costs
If a return is required because the product was damaged, defective or incorrectly produced by AlderArc, AlderArc will provide instructions regarding return shipping and the applicable shipping cost.
Customers will not be required to bear return shipping costs for an approved return caused by an AlderArc production error or qualifying product defect, except where otherwise required by applicable law or the specific circumstances of the claim.
Refunds
When a refund is approved, it will be issued to the original payment method used for the purchase.
After AlderArc issues the refund, additional processing time may be required by the customer's bank, payment provider or card issuer.
Original Shipping Charges
Original shipping charges are generally not refundable for customer-requested cancellations, incorrect personalization submitted by the customer, or buyer errors, unless otherwise required by applicable law.
Where the issue results from an AlderArc production error, defect or qualifying shipping damage, the appropriate shipping-related resolution will be determined as part of the claim.
Contact Us
For cancellation, return, refund, damage or order-related questions:
AlderArc
Email: support@alderarc.com
Phone: +84 393 928 877
Contact form: Contact Us
Business address:
262/30 Hoang Hoa Tham
Nghia Lo, Quang Ngai 570000
Vietnam