Refund & Return Policy

BESTWAY TRADE Sp. z o.o., operating under the brand Arcanoya, produces and supplies funeral products that require special handling and packaging.
Therefore, returns are accepted only in cases of proven manufacturing defect or transport damage.

Claim Procedure

Any claim must be reported within 14 days of delivery and supported by photographic documentation.
Claims may be submitted by email to info@arcanoya.com together with order reference, date of receipt, and clear photos of the defect or damage.

Inspection Upon Delivery

We strongly recommend inspecting all goods upon receipt.
Any visible damage must be recorded in the carrier’s report before signing the delivery note.
Failure to note visible damage at delivery may limit the possibility of compensation.

Resolution

All verified claims are processed within 14 days of notification.
Depending on the situation, the product will be:

• replaced with an identical item, or

• refunded according to mutual agreement.

Claims related to improper storage, handling, or transport organized by the buyer are not covered by this policy.

Exceptions

Custom-made or personalized products are not eligible for return unless a confirmed production defect is identified.