Politique de remboursement

Returns & Refunds

We offer a 14-day return policy worldwide, subject to any mandatory consumer protection rights that may apply in your country.

This means that, where our voluntary return policy applies, you have 14 days after receiving your order to request a return.

Eligibility for returns

To be eligible for a return, the item must be returned in the same condition in which you received it. Items must be unused, undamaged and, where applicable, returned with their original packaging and tags. You may also be asked to provide proof of purchase.

We reserve the right to refuse a voluntary return if the item has been used, damaged, altered, or is not returned in its original condition, except where applicable law provides otherwise.

How to request a return

To request a return, please contact us at hello@arcanapaper.com before sending the item back.

Please include your order number and clearly state that you wish to return your order.

Returns sent without prior approval may be refused.

Approved returns must be sent to:

Arcana Paper
Perrière 2
CH-2000 Neuchâtel
Switzerland

Return shipping costs

For returns due to a change of mind or because you no longer want the item, the customer is responsible for the direct cost of return shipping. Arcana Paper does not provide prepaid return labels for these returns.

We recommend using a tracked shipping service when returning an item. Arcana Paper cannot be held responsible for items that are lost or damaged while being returned to us.

If an item is defective, damaged on arrival, or you received an incorrect item, please contact us before returning it. We will assess the situation and provide an appropriate solution in accordance with applicable law.

Damaged, defective or incorrect items

Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item.

Where a product is defective or does not conform to the order, your mandatory legal rights remain unaffected. Where applicable, Arcana Paper will cover the reasonable return costs required to resolve the issue.

Non-returnable items

We do not accept voluntary returns for gift cards or items that have been used, damaged, altered, or otherwise do not meet the return conditions described above, except where applicable law provides otherwise.

If you are unsure whether your item is eligible for a return, please contact us at hello@arcanapaper.com.

Exchanges

We do not offer direct exchanges. If you would like a different product, you may return your eligible item in accordance with this policy and place a new order separately.

Switzerland

Swiss law does not provide a general statutory right of withdrawal for online purchases. However, Arcana Paper voluntarily offers customers in Switzerland a 14-day return period under the conditions described in this policy.

This voluntary return policy does not limit any mandatory rights or remedies that may apply under Swiss law, including rights relating to defective or non-conforming goods.

European Union and European Economic Area

If you are a consumer in a country where the EU consumer right of withdrawal applies to your purchase, you have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.

To exercise this statutory right, please contact us at hello@arcanapaper.com with your order details and a clear statement that you wish to withdraw from the purchase.

Unless otherwise required by applicable law, you are responsible for the direct cost of returning the goods. Arcana Paper does not provide prepaid return labels for statutory withdrawals.

Goods should be handled only to the extent necessary to establish their nature, characteristics and functioning. Where permitted by applicable law, you may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.

Where a statutory right of withdrawal applies, Arcana Paper will reimburse the payments received in accordance with applicable law. This may include the cost of the least expensive standard delivery option originally offered. Additional costs resulting from choosing a more expensive delivery method will not be reimbursed where permitted by law.

Where permitted by applicable law, we may withhold the reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Other countries

For customers outside Switzerland, the European Union and the European Economic Area, our voluntary 14-day return policy applies to eligible purchases, unless mandatory consumer protection laws in the customer's country provide additional or different rights.

Where mandatory local law provides a right of cancellation, withdrawal, return, refund, repair or replacement that cannot legally be excluded, those rights will apply.

Refunds

Once we have received and inspected your returned item, we will notify you whether your refund has been approved.

For returns made under our voluntary 14-day return policy, approved refunds will be issued to the original payment method within 10 business days after the return has been received and approved.

Where a statutory right applies, refunds will be processed within the timeframe required by applicable law.

Refunds will normally be made using the original payment method. We do not charge a separate refund processing fee.

If you have any questions regarding your return or refund, please contact us at hello@arcanapaper.com.

Contact

Arcana Paper
Perrière 2
CH-2000 Neuchâtel
Switzerland

Email: hello@arcanapaper.com
Phone: +41 78 727 57 10