Refund policy

To help you purchase with confidence, we have established the following return, exchange, and refund policy.

30-Day Returns

You may request a change-of-mind return within 30 days of receiving your order, provided all of the following conditions are met.

You may open and briefly test the product. However, to qualify for a return, all of the following conditions must be satisfied:

  • The product must be in resalable condition, without scratches, stains, damage, modification, or significant signs of use.
  • The product itself, outer display case, accessories, cable, cleaning cloth, serial-numbered certificate card, and all other included items must be returned together.
  • The presentation box and, whenever possible, the original packing materials must also be returned.
  • You must contact ARCANIA before returning the product.
  • For The Ember Relic, the protective film on the outer acrylic cover must not have been removed.

For The Ember Relic, once the protective film on the outer acrylic cover has been removed, change-of-mind returns are generally not accepted.

However, if a manufacturing scratch or defect becomes apparent only after the protective film has been removed, this restriction will not apply and the issue will be handled as a defective product.

For change-of-mind returns, customers are responsible for arranging and paying for tracked return shipping.

ARCANIA does not charge a return fee or restocking fee.

Change-of-Mind Exchanges

We generally do not offer exchanges for change-of-mind requests.

If you would like a different product, please return the original item in accordance with the return conditions above and place a new order for the desired product.

Items That Are Not Eligible for Return

Change-of-mind returns may not be accepted in the following circumstances:

  • The return is requested more than 30 days after delivery.
  • For The Ember Relic, the protective film on the outer acrylic cover has been removed.
  • The product has scratches, stains, damage, modification, or significant signs of use.
  • The product itself, outer display case, accessories, cable, cleaning cloth, serial-numbered certificate card, or any other included items are missing.
  • The product has been damaged or lost due to customer handling.
  • The product is returned without contacting ARCANIA in advance.
  • The product is sent to an address other than the return address provided by ARCANIA.
  • The return is requested solely because of normal variations in the natural wood.

The Ember Relic is made with natural black walnut. Wood grain, color, tone, knots, patterns, texture, and other characteristics will vary from piece to piece.

These variations are inherent characteristics of natural wood and are not considered product defects.

However, if the product has a clear manufacturing defect, is damaged during shipping, is different from the item ordered, or materially differs from the product description, we will handle the issue as a defective or incorrect item.

Damaged, Defective, or Incorrect Items

If your order contains a manufacturing defect, arrives with damage, is damaged during shipping, or contains an item different from what you ordered, please contact us by email within 7 days of delivery.

To help us assess the issue, we may ask you to provide the following photos:

  • Photos clearly showing the condition of the product
  • Photos of the outer shipping box and packing materials
  • A photo of the shipping label
  • Any additional photos requested by ARCANIA

After reviewing the condition, we will arrange one of the following, as appropriate:

  • Shipment of replacement parts
  • Replacement of the product
  • A full refund

If you request a replacement but the same product is unavailable due to inventory or other circumstances, we may issue a full refund instead.

ARCANIA will cover any necessary return shipping costs and reshipping costs for defective, damaged, or incorrect items.

Depending on the condition of the product and the type of replacement required, we may provide replacement parts without requiring the defective item to be returned.

LED and Lighting Defects

If the LED does not turn on or there is another initial defect affecting the lighting function under normal use, please contact us within 30 days of delivery.

After reviewing the issue, we will arrange either a replacement or a full refund.

The following issues may not be covered:

  • Damage caused by dropping, impact, water exposure, improper storage, modification, or other customer handling
  • Issues caused by a power source, AC adapter, cable, or other equipment provided by the customer
  • Issues caused by use that differs from the product's intended purpose or instructions

Return Shipping and Original Shipping Charges

For change-of-mind returns, customers are responsible for arranging and paying for tracked return shipping to the return address in Japan provided by ARCANIA.

Any shipping fee paid by the customer at the time of purchase is non-refundable for change-of-mind returns.

For orders originally shipped free of charge, ARCANIA will not later charge the customer for the original outbound shipping cost, duties, or import fees paid by ARCANIA, nor will those amounts be deducted from the refund.

If the return is due to a manufacturing defect, shipping damage, incorrect item, or another issue caused by ARCANIA, ARCANIA will cover the necessary return shipping and reshipping costs.

Refunds

For change-of-mind returns, a refund will be issued after the returned product has been received by ARCANIA and inspected to confirm that it meets the applicable return conditions.

Once the returned item has been received, inspected, and approved, we will process the refund to the original payment method within 5 business days.

The time required for the refund to appear in your account may vary depending on your card issuer, bank, or payment provider.

Return and Exchange Procedure

Before returning any item or contacting us regarding an exchange or defective product, please contact us at:

info@arcania-official.com

Please include the following information:

  • Order number
  • Name used for the order
  • Reason for the return or exchange request
  • Photos showing the condition of the item if it is defective, damaged, or incorrect

After reviewing your request, ARCANIA will provide the return address and return instructions.

We may be unable to accept or refund products that are:

  • Returned without prior contact
  • Sent cash on delivery for a change-of-mind return
  • Sent to an address other than the return address provided by ARCANIA

Please retain your return tracking information until the refund process has been completed.

Contact

ARCANIA Customer Support
info@arcania-official.com

Last revised: August 27, 2026