Return & Refund Policy

If your piece doesn’t delight you, initiate a return within 14 days of delivery via your Account Portal at arcsparo.com/account.

Returns must be unused, in original condition, and carefully repacked.

We cover issues on our end or transit damage; otherwise, return shipping is the customer’s responsibility.

Need help? Email us at atelier@arcsparo.com.

What’s eligible

  • Standard pieces in new, unused condition with all parts (e.g., base, cord/switch, bulb, care card) and original or equivalent protective packing.

What isn’t eligible

  • Custom/personalized items, final sale, gift cards.
  • Used or damaged items (chips, scratches, stains), or items returned without adequate protective packing.

Handcrafted character (not defects)

Our work is made by hand in small batches. Subtle seam lines, minute pinpoints, or millimetric variation—especially visible when lit—are normal for slip-cast porcelain and part of the craft we continually refine. Unsure if something’s a defect? Email photos; we’ll help.

Damaged or incorrect items

Email atelier@arcsparo.com within 48 hours of delivery with:
• Order number • Photos of the outer box, inner packaging, and item
We’ll prioritize a replacement or refund and handle shipping.

How to start a return (preferred: Account Portal)

  1. Visit arcsparo.com/account.
  2. Enter the email used at checkout—no password needed. We’ll send a secure code to sign in.
  3. Open your order, click Request return, select the item(s) and reason.
  4. You’ll receive an email confirming your request. Once approved, we’ll send packing instructions and return label options.

Guest checkout? Use the same email you used at purchase to log in (the system will recognize your order).

Still need help? Email atelier@arcsparo.com and we’ll create the return for you.

Shipping: Unless we made an error or the item was damaged, return shipping is your responsibility. If you prefer, we can provide a prepaid label and deduct the label cost from your refund.

Packing tip: Please double-box where possible, pad corners/edges, and insure the shipment. We can’t refund items that arrive broken due to inadequate packing.

Refunds & exchanges

  • After we receive and inspect the return, we’ll process your refund to the original payment method within 5–7 business days and email confirmation.
  • Exchanges: we ship the replacement after your return arrives (or you can place a new order; we’ll refund the original once received).
  • Original shipping and duties/taxes on international orders aren’t refundable (you may be able to reclaim duties locally).

Cancellations (made-to-order)

  • Cancel within 24 hours of order confirmation for a full refund.
  • After 24 hours, we may have begun production; a 10–20% workshop time/materials fee may apply (we’ll confirm before proceeding).

Warranty (electrical)

For Arc & Sparo lamps, use LED bulbs only. We warrant the socket/dimmer/cord against defects for 1 year under normal use. Email your order number and a brief description to atelier@arcsparo.com; we’ll repair or replace at our discretion.

Scope

This policy covers orders placed at arcsparo.com.

Questions?
Email atelier@arcsparo.com — we’ll take care of you.