Returns and Refunds

Arc'teryx Indonesia Return and Exchange Policy

Arc'teryx Indonesia places great importance on protecting consumer rights and is committed to providing every customer with excellent service. If for any reason you find that the items you received are defective or do not meet your needs, please contact our customer service team immediately at customerservice@arcteryxindonesia.com.

Return and Exchange Period

- Online Purchases: Products purchased on the official Indonesia website arcteryx.id or its authorized online platforms can be returned or exchanged within 7 days from the original delivery date.

Return and Exchange Conditions

- Product Condition: The item must be in its original condition (unused, unwashed and unaltered), with price tags and labels intact, and the packaging undamaged, so that it does not affect resale.

- Proof of Purchase: You need to provide an invoice, receipt, online platform order number, or other proof of purchase from an official channel in Indonesia that can prove eligibility for free after-sales service.

Return and Exchange Policy

- Quality Issues: Products determined and inspected by Arc'teryx to have quality issues will be eligible for free returns or exchanges within 1 month from the date of purchase, and a free replacement within 3 months. However, normal wear and tear from daily use, aging, any damage caused by improper usage, products outside the warranty period, or products marked as "clearance" at the time of purchase are not covered by the free warranty.

- Non-Quality Issues:

    1. For size or specification issues, contact our customer service via email at customerservice@arcteryxindonesia.com. Please provide your order number and the size you wish to receive. Our team will process your exchange request immediately and send you the new product.

    2. For reasons such as not liking the product, unsatisfactory expectations, or discrepancies in material description, we offer a 7-day no-questions-asked return policy.

Exchange Process - Online Purchases

- Request for Exchange: Log in to the e-commerce platform, go to "My Orders", select the product you want to exchange, click "Apply for After-sales Service" and choose "I Want to Exchange". On the exchange application page, find the "Product - New Size" option, select the new product you need, and submit your request. Fill in the reason for exchange and upload relevant proof.

- Merchant Review: The merchant will review your exchange request within 1-3 working days. The review includes verifying the order information and checking whether the product meets the exchange conditions.

- Return the Product: After the merchant's approval, you will receive the courier information for the exchanged product. Please return the original product according to the instructions.

- Merchant Inspection: After receiving the product you returned, the merchant will conduct an inspection. If the product meets the exchange conditions, the merchant will arrange for shipment of the new product.

- Confirm Receipt: After receiving the new product, please confirm the receipt promptly. If there are any issues, you can reapply for after-sales service.

-- This does not apply to products marked or stamped with "No Return or Exchange" on the purchase receipt.

-- Note: Product exchanges must be made in the same store where the purchase was made.

Return Process - Online Purchases

- Request for Return: Log in to the e-commerce platform, go to "My Orders", select the product you want to return, click "Apply for After-sales Service" and choose "I Want to Return the Product". Fill in the reason for the return and upload relevant proof.

- Merchant Review: The merchant will review your request within 1-3 working days. The review includes verifying the order information and checking whether the product meets the return conditions.

- Return the Product: After the merchant's approval, you will receive the return address and courier information. Please return the product according to the instructions.

- Merchant Inspection: After receiving the product you returned, the merchant will conduct an inspection. If the product meets the return conditions, the merchant will process your refund.

- Confirm Refund: The refund will usually be credited to your account within 3-7 working days after the merchant inspects the product. The specific time depends on the payment method and bank processing speed.

-- This does not apply to products marked or stamped with "No Return or Exchange" on the purchase receipt.

-- Note: Product returns must be made in the same store where the purchase was made.

Shipping Cost

- Quality Issues: For returns and exchanges caused due to product quality issues, the shipping cost will be covered by Arc'teryx. Contact our customer service team at customerservice@arcteryxindonesia.com.

- Non-quality Issues: The shipping cost will be borne by the consumer.