Refund policy

Returns & Exchanges

At ARBOR DESIGN, we are committed to delivering exceptional quality and craftsmanship. If your purchase isn't quite right, we’re here to help guide you through a smooth return experience.

Return Window

You are welcome to request a return within 14 days of receiving your order.

Eligibility for Return

To be eligible, your item must be:

  • In the same condition in which it was received – unused, unassembled, and undamaged
  • In its original packaging, with all tags and components intact
  • Accompanied by a receipt or proof of purchase

Please note:

  • We do not accept returns on custom-made, personalized, or made-to-order items
  • Sale items and gift cards are final sale and cannot be returned

How to Start a Return

To begin a return, please contact us at info@arbordesign.ch with your order number and reason for the return.
Once approved, we will provide detailed instructions for securely shipping your item back to us.

Kindly note: returns must be pre-authorized. Items sent without prior approval will not be accepted.

Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect.

Damaged or Incorrect Items

We take the utmost care in packaging your items, but if you receive a damaged or incorrect product, please contact us within 48 hours of delivery at info@arbordesign.ch with photographs and your order number.
We will work swiftly to resolve the issue in collaboration with our insured delivery service.

Exchanges

Because many of our pieces are unique or made to order, we do not offer direct exchanges.
However, once your return is approved and received, you may choose to:

  • Apply the value toward a different item, or
  • Receive a gift card for the full value of your original purchase

We are happy to help you find the perfect alternative.

European Union Customers

If your order was delivered within the European Union, you have the right to cancel or return it within 14 days of delivery for any reason.
Returned items must be unused, in their original packaging, and include proof of purchase.
Return shipping costs remain the responsibility of the customer.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or credit card provider to complete the transaction.

If it has been more than 15 business days since your return was approved and you have not received your refund, please contact us at info@arbordesign.ch.

For any questions about your order or return, we’re here to help: info@arbordesign.ch.