Refund policy

Refund & Return Policy

Last updated: September 12, 2026

At AlderArc, many products are personalized or created specifically for each order. Please review this policy carefully before completing your purchase.

Personalized & custom products

Products that include customer-submitted personalization are created specifically for the customer. This may include:

  • names;

  • dates;

  • numbers;

  • text;

  • monograms;

  • family names;

  • photographs;

  • graphics;

  • custom wording;

  • or other customer-submitted personalization.

Personalized or custom products are not eligible for return, exchange, or refund because of buyer preference or customer-submitted errors, including:

  • change of mind;

  • no longer wanting the product;

  • incorrect names, dates, numbers, text, photographs, graphics, or other personalization submitted by the customer;

  • spelling, capitalization, or punctuation entered incorrectly by the customer;

  • selecting the wrong size, variation, color, design, or other product option;

  • other personalization or ordering information entered incorrectly at checkout.

Please review all personalization details and product options carefully before placing your order.

This restriction does not apply when a product arrives damaged, defective, incorrect, incomplete, materially different from the product ordered, or personalized differently from the information that the customer correctly submitted.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Non-personalized products

Eligible non-personalized products may be returned if a return request is submitted within 7 calendar days of delivery.

To be eligible for a preference-based return, the product must be:

  • unused;

  • uninstalled;

  • unmodified;

  • undamaged after delivery;

  • and in its original condition.

Where reasonably possible, the original packaging should also be retained.

Before returning any product, you must contact AlderArc and receive return authorization and the applicable return address.

For an approved preference-based return of a non-personalized product:

  • the customer is responsible for return shipping costs unless applicable law requires otherwise;

  • the product must be returned in eligible condition;

  • original shipping charges are not independently refundable unless required by applicable law.

AlderArc reserves the right to decline a preference-based return if the returned product does not meet the eligibility requirements described above.

Personalization changes

If you discover an error in your personalization after placing an order, contact AlderArc as soon as possible.

If production has not yet started, we will do our best to update the personalization information.

Once production has started, changes may no longer be possible because the product is being prepared specifically for your order.

AlderArc uses the personalization information submitted with the order. Before checkout, please carefully review:

  • names;

  • spelling;

  • capitalization;

  • dates;

  • numbers;

  • punctuation;

  • photographs or graphics where applicable;

  • product options;

  • selected variations.

Order cancellations

Cancellation requests must be submitted within 12 hours of purchase.

A cancellation can generally be approved only if production has not yet started.

Cancellation may no longer be available:

  • after the 12-hour cancellation period; or

  • once production has started.

To request a cancellation, contact AlderArc immediately through our Contact Us page or by email at support@alderarc.com.

A cancellation is not complete until AlderArc confirms that the order has been canceled.

If a cancellation is approved before shipment, any refund due for the canceled order will be returned to the original payment method.

Damaged, defective, incomplete, or incorrect orders

If your order arrives:

  • damaged;

  • defective;

  • incomplete;

  • materially different from the product ordered;

  • as the wrong item;

  • or personalized differently from the information correctly submitted with your order,

please contact AlderArc promptly.

Where practicable, please contact us within 7 days of delivery so we can investigate the issue efficiently.

Please include:

  • your order number;

  • a description of the problem;

  • clear photographs of the product;

  • photographs of the packaging where relevant;

  • and any other information reasonably needed to review the issue.

We will review the information provided and determine the appropriate resolution.

Depending on the circumstances, a resolution may include:

  • remake;

  • replacement;

  • partial refund;

  • full refund.

The 7-day reporting period for these issues does not limit any rights that may apply under mandatory consumer protection laws.

Return authorization

Do not return a product without first contacting AlderArc.

Some issues can be resolved without requiring the product to be physically returned.

If a return is required, AlderArc will provide:

  • return instructions;

  • the applicable return address;

  • any required return authorization details;

  • return-shipping instructions.

The return address may differ from AlderArc's business address because products may be handled through different production or fulfillment partners.

Unauthorized returns may be sent to an incorrect facility and may delay or prevent proper processing of the return.

Return shipping costs

Returns caused by an AlderArc error

If an approved return is required because of:

  • an AlderArc production error;

  • a qualifying product defect;

  • an incorrect item;

  • incorrect personalization attributable to AlderArc;

  • or another error attributable to AlderArc,

AlderArc will provide the applicable return-shipping instructions.

Customers will not be required to pay return-shipping costs for an approved return resulting from an AlderArc production error or qualifying defect, except where otherwise required by applicable law or the circumstances of the claim.

Preference-based returns of non-personalized products

For an approved return of an eligible non-personalized product because of buyer preference, change of mind, or another reason not attributable to AlderArc, the customer is responsible for return shipping costs unless applicable law requires otherwise.

Refunds

Approved refunds are issued to the original payment method used for the order.

AlderArc will notify you when a refund has been approved and initiated.

After the refund is issued, additional processing time may be required by your:

  • bank;

  • card issuer;

  • PayPal;

  • or other payment provider.

The time required for the refunded amount to appear in your account is controlled by the payment provider after AlderArc has issued the refund.

Where a physical return is required, the refund may be processed after the returned item has been received and reviewed, unless applicable law requires otherwise.

Shipping charges and refunds

If an order is canceled and the cancellation is approved before shipment, applicable shipping charges collected for that canceled shipment will be included in the refund where those charges have not already been incurred.

For damaged, defective, incorrect, incomplete, or qualifying shipping-related claims, any shipping-related refund or replacement will be determined as part of the resolution.

For an approved preference-based return of a non-personalized product, original shipping charges are not independently refundable unless required by applicable law.

Shipping charges are otherwise not independently refundable when no return, cancellation, or qualifying order issue is approved.

Items that should not be returned

Please do not send any product back without authorization.

In particular, do not return:

  • personalized or custom products because of buyer preference or customer-submitted errors;

  • products for which AlderArc has not issued return authorization;

  • used, installed, modified, or customer-damaged non-personalized products;

  • products sent to an address other than the authorized return location.

Unauthorized returns may be sent to an incorrect facility and may delay our ability to review or resolve the issue.

Consumer rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or limit any statutory rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Where applicable law provides greater rights than those described in this policy, the applicable legal requirements will control.

Contact Us

For cancellations, personalization changes, returns, refunds, damaged products, or other 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