Returns & Refunds
We want you to feel confident when shopping with ARCTIC. If something isn’t quite right with your order, we’re here to help.
30-Day Returns
We accept returns within 30 days of delivery.
To request a return, please contact us at contact@thearcticgear.com before sending your item back. We will provide you with the necessary return instructions.
Our return facility is located in Sweden. Customers are responsible for arranging and paying for return shipping unless the item received is faulty, damaged or incorrect.
We recommend using a tracked shipping service, as ARCTIC cannot be responsible for return packages lost in transit.
Any customs declarations required for an international return must be completed accurately by the sender. Customers are responsible for any costs associated with incorrectly declared return shipments.
For UK Customers
Our 30-day return policy is in addition to your statutory consumer rights.
Under UK consumer law, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order.
After notifying us that you wish to exercise your statutory cancellation right, you then have a further 14 days to return the goods.
Nothing in our 30-day return policy limits your statutory rights.
Return Condition
Products should be returned in their original condition and, where possible, with their original packaging.
You may inspect the product as you reasonably would when purchasing it in a physical store.
Where permitted by applicable law, we reserve the right to reduce the refund if an item has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality.
Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including:
- Personalised or custom-made products
- Sealed hygiene products once the seal has been broken
- Other products legally excluded from cancellation or return rights
This does not affect your rights where a product is faulty, damaged or incorrect.
Refunds
Once your return has been received and inspected, we will notify you regarding your refund.
Approved refunds will be issued to the original payment method.
Please allow additional processing time for your bank, card issuer or payment provider to credit the refund to your account.
For UK customers exercising their statutory cancellation right, applicable standard outbound delivery charges will also be refunded where required by law.
Customers are responsible for return shipping costs unless otherwise required by applicable law or the product received was faulty, damaged or incorrect.
Customs & International Returns
Our return facility is located in Sweden, meaning returns from countries such as the United Kingdom and United States are international shipments.
When completing a customs declaration for a return, the shipment should be accurately identified as returned goods / merchandise return, where applicable.
The customer is responsible for arranging the return shipment and correctly completing any required customs documentation.
Any import duties, taxes, handling charges or other fees resulting from an incorrectly declared return shipment may be deducted from the refund where permitted by applicable law.
Faulty, Damaged or Incorrect Items
If your order arrives faulty or damaged, or you receive an incorrect item, please contact us at contact@thearcticgear.com as soon as possible.
Please include:
- Your order number
- A description of the issue
- Photos clearly showing the issue where possible
We will review the case and work with you to provide an appropriate solution as quickly as possible.
Where the issue is confirmed to be our responsibility, we will cover reasonable return shipping costs where required.
Contact Us
If you have any questions about a return or refund, please contact:
ARCTIC
Website: thearcticgear.com
Email: contact@thearcticgear.com
Nothing in this Returns & Refunds Policy affects any rights you may have under applicable consumer law.