Refunds & Returns

Archalign Limited · Company No. 14635926 · Customer Care: support@archalign.co.uk · WhatsApp +44 7478 628063

Effective: 12 May 2026. This Policy reflects Archalign's curated-studio model: pieces are made and dispatched by partner studios under Archalign's standards and brand. Archalign remains the seller of record under English law and handles every customer interaction directly.

How we think about returns

We curate considered objects intended to last in the room they were chosen for. Our position is straightforward: once you buy a piece, it is yours. We do not operate a change-of-mind returns programme. The only circumstance in which a piece comes back to us is if it arrives faulty, damaged in transit, or substantially different from what was described. Where this happens, we own the resolution end-to-end — you do not chase the supplier; we do.

1. The default position — no voluntary returns

Archalign does not accept change-of-mind, no-longer-wanted, or aesthetic-mismatch returns. Goods purchased through archalign.store are non-refundable on a voluntary basis. We do not maintain a re-stocking programme and we do not offer goodwill returns. Buyers are encouraged to read product pages carefully, consider dimensions, and contact support@archalign.co.uk before purchase with any specification questions.

2. The exception — faulty, damaged, or misdescribed Goods

If a piece arrives faulty, damaged in transit, or substantially different from the listing description, contact support@archalign.co.uk within 72 hours of delivery with: order reference, photographs of the parcel as received, photographs of the defect, and a brief description. We acknowledge within one business day and offer one of: replacement, repair, or refund, at our discretion in consultation with you. Damage-in-transit claims must include photographs taken before and immediately after unboxing.

3. How the resolution actually works (our curated-studio model)

Archalign sources from a network of independent partner studios. Each piece is made and dispatched by the studio that holds the design. This is invisible to the customer: the order is placed with Archalign, paid to Archalign, invoiced by Archalign, and from the customer's perspective bought from Archalign. When a defect or damage claim is raised, Archalign — not the customer — contacts the partner studio that fulfilled the piece. The studio's individual return, repair, or replacement protocol governs the back-end process, but the customer interacts only with Archalign. We absorb the time and effort of the supplier relay and pass the remedy to the customer.

Where Archalign ships a piece directly from our own studio, the same outcome applies: we have performed our own quality-control inspection before dispatch, so transit damage is the only realistic failure mode and we resolve it directly.

4. Bespoke, made-to-order, and hygiene-sealed Goods

Bespoke pieces, made-to-order commissions, and hygiene-sealed items (where the seal has been broken) are not eligible for return on any basis. This exemption is recognised under Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and reflects the impossibility of resale once production has begun for a specific buyer.

5. Statutory consumer rights (UK and EU consumers only)

This Policy does not, and cannot, override mandatory consumer-protection law. If you are a consumer resident in the United Kingdom or the European Union, the following statutory rights apply regardless of any commercial wording above:

• Right of cancellation (14 days, distance sales): Regulation 29 of the Consumer Contracts Regulations 2013 (UK) and Article 9 of Directive 2011/83/EU (EU) grant you 14 calendar days from receipt to cancel an online purchase for any reason. Exceptions under Regulation 28 (above) apply. To exercise: email support@archalign.co.uk. You bear return shipping; we refund within 14 days of receiving the Goods.
• Right to reject — faulty Goods: the Consumer Rights Act 2015 (Part 1, ss. 20–24) grants a 30-day short-term right to reject, a right to repair or replacement, and a final right to reject with refund where remedy fails. Burden of proof shifts to the consumer after six months.

For business buyers, trade clients, and consumers outside the UK and EU, voluntary returns are not offered. The faulty/damaged/misdescribed remedy in Section 2 above applies universally.

6. Who handles your claim

Every defect claim is handled by Archalign customer care. You do not need to contact the partner studio that fulfilled your order. We mediate, document, and resolve the entire process on your behalf. Where the partner studio is the source of the failure, Archalign recovers from the studio under our supplier agreement — this is our problem, not yours.

7. Refund method and timing (where a refund is the agreed remedy)

• Method: original payment method only.
• Timing: within 3 business days of inspection of the returned Goods (faulty / damaged / misdescribed); within 14 days of receipt of returned Goods (statutory cancellation).
• Included: the price paid for the returned Goods plus original outbound delivery (faulty / damaged / misdescribed). Premium delivery upgrades and destination duties already paid to a foreign revenue authority are not refundable where the carrier cannot reverse the customs entry.

8. How to package a return (where return is agreed)

Original carton and inner packaging preferred. Otherwise a carton one size larger with 5 cm cushioning on every face. Tape every seam. Include the order reference and reason inside. Address to: Archalign Limited — Returns, 1000 Great West Road, c/o KM Accountancy Services, Brentford, London TW8 9DW, United Kingdom. Use a tracked, signed-for service. Keep proof of postage until the refund issues.

9. Disputes and escalation

Escalate within Archalign to legal@archalign.co.uk. UK consumers may use Alternative Dispute Resolution bodies certified under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. EU consumers may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Your statutory rights are not affected by anything in this Policy.

10. References

Consumer Rights Act 2015 (Part 1, Chapter 2 — ss. 9–24); Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regs 5, 27–38); Directive 2011/83/EU on Consumer Rights; Directive (EU) 2019/771 on the sale of goods; Alternative Dispute Resolution for Consumer Disputes Regulations 2015.

11. Contact

Defect, fault, damage, refund: support@archalign.co.uk. Escalation or complaint: legal@archalign.co.uk. Trade-account return: trade@archalign.co.uk. WhatsApp Customer Care: +44 7478 628063.

Archalign Limited. Registered in England and Wales. Company No. 14635926. Archalign is the seller of record for all orders placed through archalign.store; statutory consumer rights are unaffected by anything in this Policy.