Return & Refund Policy
Last updated: 17 March 2026
This policy explains when you may return an item purchased from our website, how to request a return, the condition required for returned items and how approved refunds are processed.
ARQEVANE is operated by ZHENLONG TECHNOLOGY LIMITED, FLAT/RM L BLK 1 21/F, VIGOR INDUSTRIAL BUILDING, 49-53 TA CHUEN PING STREET, KWAI CHUNG NT HK.
Return period
You have 30 days from the date your order is delivered to contact us and request a return.
Email service@arqevane.com within this period and include your order number, the product you wish to return, the selected size and the reason for the return. We will review your request and provide the applicable return instructions and return address.
Please do not send an item back before receiving our confirmation. Items sent without prior authorisation may be delayed, refused or ineligible for a refund if we cannot identify the order or verify the return.
Condition of returned items
To qualify for a change-of-mind return, a product must be:
- Unused, unwashed, unaltered and not slept on
- Free from marks, stains, makeup, skincare products, body oils, hair products, perfume, detergent, fabric softener, smoke, pet hair and other odours or contamination
- Free from tears, pulled threads, snags, damaged embroidery, damaged pleats, loose stitching or other signs of use
- Returned with all original labels, tags, packaging and protective materials where reasonably possible
- Folded and packaged carefully to prevent damage during return shipping
- Complete with every pillowcase, cover, accessory or other component supplied as part of the product or set
- In a condition suitable for inspection and resale
For hygiene reasons, please keep the product away from direct bodily contact, pets, food, liquids, makeup and fragranced products until you are certain that you wish to keep it.
You may carefully inspect the colour, dimensions, construction and visible design details. Handling beyond what is reasonably necessary to inspect the item may reduce its value and may affect the refund where permitted by law.
These change-of-mind conditions do not prevent you from contacting us about a product that is faulty, damaged, incorrectly supplied or not as described.
Return authorisation and address
All returns must be authorised before they are sent. The return address may differ from our registered business address and may depend on the product or the location from which your order was dispatched.
Do not send returns to our registered business address unless our customer service team has specifically provided that address in writing.
After approving a return request, we will provide the correct return address and any packaging or shipping instructions that apply.
Return shipping costs
Change-of-mind returns
The customer is responsible for return shipping costs when returning an item because of a change of mind, an unsuitable size, an unwanted colour, an incorrect product selected by the customer or another reason unrelated to a product fault or fulfilment error.
Original shipping charges are not refundable for change-of-mind returns, except where required by applicable consumer law.
We recommend using a tracked return service and keeping the shipping receipt until the return has been completed. ARQEVANE is not responsible for a return parcel that is lost or damaged before it reaches the confirmed return address.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, materially different from its description or different from the product or size ordered, ARQEVANE will cover the reasonable cost of the approved return where a return is required.
Where appropriate, we will also refund the original standard outbound shipping charge associated with the affected item.
Do not pay for return shipping before receiving our instructions, as we may not be able to reimburse an unauthorised or unnecessarily expensive shipping service.
Damaged, faulty or incorrect items
Please inspect your order shortly after delivery and before washing, using or altering the product.
If an item is damaged, faulty or incorrect, contact service@arqevane.com within 14 days of delivery and provide:
- Your order number
- The full name of the affected product
- The size ordered and the size received
- A description of the problem
- Clear photographs showing the complete product and the affected area
- A photograph of the product label, where available
- A photograph of the shipping label
- Photographs of the outer packaging if it was also damaged
Keep the product, its labels and its original packaging until we have reviewed the claim and provided instructions.
Do not wash, use, repair or alter an item that you believe is damaged, faulty or incorrect before contacting us. Washing or altering the item may affect our ability to verify the issue.
Once the issue has been verified, we will offer an appropriate remedy, which may include a replacement or refund. A replacement is subject to product availability.
Problems discovered after opening or use
Textile products may show small variations in colour, weave, stitching, embroidery, pleating, quilting, jacquard pattern, linen texture or decorative placement. These variations do not necessarily indicate a manufacturing fault.
Normal creasing caused by folding and packaging is also not normally considered a defect.
Damage caused by incorrect washing, bleach, unsuitable detergents, fabric softener, excessive heat, rough handling, sharp objects, jewellery, pet claws, incompatible bedding dimensions or failure to follow the product’s care instructions is not normally considered a manufacturing fault.
However, if you believe a product developed a fault during reasonable use, stop using and washing it and contact service@arqevane.com. Include:
- Your order number
- The full product name and size
- Clear photographs of the complete product and the affected area
- An explanation of when the issue appeared
- Details of how the product was used
- Details of any washing, drying or cleaning method used
Keep the product until we have reviewed the information and provided instructions.
Size and compatibility
Our collection includes sheets, duvet cover sets and pillowcase sets offered in different dimensions. Product measurements may be displayed in both inches and centimetres.
Customers are responsible for comparing the measurements shown on the relevant product page with their mattress, duvet insert or pillow before ordering. General size names alone may not confirm compatibility.
An unsuitable size selected by the customer is treated as a change-of-mind return unless the product received differs materially from the measurements or size stated in the order confirmation.
Set contents
Depending on the selected product and size, a duvet cover set may include a coordinating pillowcase. Sheets and pillowcase sets may be sold separately.
The exact products and quantities included are stated on the relevant product page and confirmed during checkout.
For a change-of-mind return, the complete set must normally be returned. Individual components from a set cannot normally be returned separately unless an individual component is faulty or we agree otherwise in writing.
Items that cannot be returned
Unless the product is faulty or applicable law requires otherwise, we cannot accept returns of:
- Products that have been slept on, used, washed, dried, cleaned, ironed or altered
- Products with removed or detached tags, labels or hygiene seals
- Products showing stains, makeup, skincare products, body oils, hair products, perfume, detergent, fabric softener, smoke, pet hair or other signs of use
- Products showing damage caused by incorrect care, excessive heat, bleach, unsuitable cleaning products or failure to follow the care instructions
- Products with tears, snags, pulled threads or damaged decorative details caused after delivery
- Products returned after the applicable return period
- Personalised, customised or made-to-order products where this restriction was disclosed before purchase
- Gift cards
- Products identified as final sale or non-returnable before purchase, except where the product is faulty or applicable law requires otherwise
- Incomplete sets or products missing pillowcases, accessories, labels, packaging or other components originally supplied
Please contact us before returning an item if you are uncertain whether it is eligible.
Exchanges
We do not process direct exchanges.
If you require another size, colour or product, request a return for the original eligible item and place a new order.
A new order is subject to current pricing and availability. We cannot reserve a product or size while a return is in transit.
Return inspection
After a return is delivered to the confirmed return address, we will inspect it and notify you of the outcome, normally within 3 business days.
During inspection, we may review the product’s condition, labels, packaging, set contents and any signs of use, washing, alteration, contamination or damage.
If we require additional information to identify the return or assess its condition, processing may take longer.
How refunds are issued
If the return is approved, the refund will be issued to the original payment method. We do not normally issue refunds to a different card, account or payment method.
Approved refunds are normally submitted within 5–10 business days after inspection. Your bank, card issuer or payment provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that a refund was issued, contact service@arqevane.com with your order number.
Partial refunds and deductions
Where permitted by law, we may reduce a refund to reflect:
- Loss in value caused by handling or use beyond what is reasonably necessary to inspect the product
- Signs of use, washing, cleaning, alteration or contamination
- Missing pillowcases, accessories, components, labels or packaging
- Damage occurring because the item was not folded or packaged securely for return
- Return shipping or carrier charges that are the customer’s responsibility
- Customs, handling or return-to-sender charges resulting from a refused international delivery
We will notify you if a deduction applies and explain the reason.
Original shipping charges
Original shipping charges are not refunded for change-of-mind returns unless required by applicable law.
If an entire order is verified as faulty, damaged or incorrectly supplied, we will refund the applicable standard outbound shipping charge.
Additional charges for an expedited service may not be refundable beyond the cost of standard delivery, unless required by law.
Cancelling an order
If you wish to cancel an order, contact service@arqevane.com as soon as possible and include your order number.
If the order has not entered processing or been dispatched, we will try to cancel it and issue a refund. Cancellation cannot be guaranteed after an order has been submitted.
Once a parcel has been dispatched, it must normally be handled under the return procedure described in this policy.
Refused and unclaimed parcels
If a parcel is refused, remains unclaimed or is returned because the customer did not provide a correct address or pay an applicable customs charge, any refund will be considered after the parcel has been received and inspected.
Where permitted by law, original shipping charges, return shipping charges, customs fees and carrier handling costs may be deducted from the refund.
Refunds for promotional purchases
If a discount was applied to an order, any refund will be based on the amount actually paid for the returned product.
If returning a product means that the remaining order no longer qualifies for a multi-item promotion, bundle price or order-level discount, the refund may be recalculated to reflect the terms of that promotion, where permitted by law.
Statutory rights
Nothing in this policy excludes or limits any mandatory right available to you under applicable consumer protection law, including rights relating to goods that are faulty, damaged or not as described.
If the consumer law applicable to your purchase provides a longer cancellation period, return period or additional remedy, the applicable statutory requirement will take precedence over the corresponding provision in this policy.
Registered business address
Store / Brand: ARQEVANE
Operated by: ZHENLONG TECHNOLOGY LIMITED
FLAT/RM L BLK 1 21/F
VIGOR INDUSTRIAL BUILDING
49-53 TA CHUEN PING STREET
KWAI CHUNG NT HK
This is our registered business address and is not automatically the return address. Do not send a return to this address unless our customer service team has specifically instructed you to do so in writing.
Contact
Return and refund enquiries are handled using the following contact details:
Email: service@arqevane.com
Store / Brand: ARQEVANE
Operated by: ZHENLONG TECHNOLOGY LIMITED
Registered business address:
FLAT/RM L BLK 1 21/F
VIGOR INDUSTRIAL BUILDING
49-53 TA CHUEN PING STREET
KWAI CHUNG NT HK