Returns & Refunds


Return Policy Overview


We want you to be completely satisfied with your purchase. If for any reason you are not, you have the right to return any item within 15 days of delivery.

  • Defective or Wrong Items: If you received a defective item or a product you did not order, the return shipping is free of charge.
  • Voluntary Returns (Change of Mind): If you are returning an item simply because you changed your mind or ordered by mistake, the return shipping costs are the responsibility of the customer. If you use our prepaid return label, the cost of the shipping will be deducted from your final refund.


Return Address


All returns are processed at our central logistics facility. Even if you use our prepaid labels, this is the legal return address:


GTO s.r.l.
Via Carducci, 52
20025 Legnano (MI)
Italy


RETURN PROCEDURE


Please follow the steps below to initiate a return:


1. Visit our shop at arcol.com

  • If you have an account, log into your "Orders" area and select the order you wish to return.
  • If you are not registered, contact us at help@arcol.com including your order number.
  • Note: Please check the return shipping costs policy above before proceeding.


2. Confirm your return pickup details


You can choose home pickup or drop-off at a courier access point.

  • If you choose pickup, we will use the shipping address from your order by default, but you can enter a different address if more convenient.
  • If you prefer to drop the parcel at an access point, please first complete the return request online.
  • You will receive a confirmation email with your return tracking number and label once completed.
  • Important: As stated in the policy, for voluntary returns (non-defective items), the shipping fees will be deducted from your refund.


3. Prepare the return package

  • Print the return label and attach it securely to the outside of the package. Remove or cover any previous shipping labels.
  • Place the items you want to return in the package, including all original packaging, accessories, and manuals.
  • Items must be intact and unaltered. If they don't meet return eligibility, we may send the parcel back and deny the refund.
  • Free Gifts: If the return causes your order to fall below the threshold for a promotional gift, the gift must also be returned (unused and undamaged). If the gift is kept or damaged, its full retail value will be deducted from your refund.


4. Hand over the parcel and receive your refund


Hand the package to the courier on the scheduled pickup day or bring it to your selected drop-off point.
Once the item is received at our warehouse (GTO s.r.l.) and passes our quality check, you will receive a return confirmation.

  • Refund Timing: Refunds are issued within 5 business days of receipt, using the same payment method used at checkout.
  • Bank Processing: Credit to your account or card may take an additional 2 to 7 business days, depending on your bank.
  • Exchanges: We do not offer direct product exchanges. If you want a different item, please place a new order.

If you have any questions, don't hesitate to contact us: Customer Service.