Returns & refunds

Last updated: September 24, 2026

Two different situations: A. you change your mind (right of withdrawal) or B. your product is defective, damaged, or non-compliant (legal warranties).

A. You change your mind: right of withdrawal

1. 14-day period

You have 14 days from receipt of your order (or the last product, if your order is delivered in multiple parcels) to withdraw, without having to provide a reason. If the last day falls on a Saturday, Sunday, or public holiday, the period is extended to the next working day.

2. Informing us

Before the end of this period, send us the withdrawal form or any other clear statement of your decision:

  • by e-mail: arakow.contact@gmail.com;
  • or by mail: ARAKOW – Jhanell KATUMBA DIBALA, 24 avenue de la République, 37170 Chambray-lès-Tours, France.

If sent by e-mail, we will acknowledge receipt of your withdrawal without delay.

3. Returning the product

Return the product no later than 14 days after informing us of your decision, to the following address:

ARAKOW – Jhanell KATUMBA DIBALA
24 avenue de la République
37170 Chambray-lès-Tours
France

Direct return costs are at your expense in the event of a simple withdrawal. We recommend using a tracked shipping method and keeping proof of postage.

You may try out the product as you would in a store. You are only liable for any depreciation resulting from handling beyond what is necessary to establish its nature, characteristics, and proper functioning.

4. Reimbursement

  • We will reimburse all sums paid for the products concerned, including initial delivery costs, no later than 14 days after being informed of your decision.
  • We may defer reimbursement until we have received the product back or you have supplied proof of shipment (whichever is earlier).
  • If you chose a delivery method more expensive than standard delivery, the difference is not reimbursed.
  • Reimbursement is made using the same payment method used for the order (unless you have expressly agreed otherwise), at no cost to you.
  • “2-pair” offer: if you only return part of the order, we will reimburse the price actually paid for the returned pairs, with the €10 discount distributed equally between the pairs that qualified for it.

B. Defective, damaged, or non-compliant product

If your product is defective, arrived damaged, or does not match your order (wrong color, wrong size sent, incomplete product, etc.), contact us at arakow.contact@gmail.com, including your order number and, if possible, photos.

  • You benefit from the legal guarantee of conformity for 2 years from delivery: repair or replacement at no cost within 30 days of your request, and, in cases provided for by law, a price reduction or full refund upon return of the product.
  • In this context, return shipping costs are at our expense (return label provided or reimbursement of costs upon presentation of proof).
  • You also benefit from the warranty against hidden defects (articles 1641 to 1649 of the Civil Code) for 2 years from the discovery of the defect.

The full text of the legal warranties can be found in Article 11 of the General Terms and Conditions of Sale. ARAKOW does not offer any additional commercial warranty; your legal warranties apply in all cases.

Parcel not received or lost

Until you take possession of your order, the risks associated with transport are borne by us. If your parcel does not arrive, contact us: see also the Delivery page.

Contact

arakow.contact@gmail.com — 06 95 35 55 76 — ARAKOW, 24 avenue de la République, 37170 Chambray-lès-Tours, France.