Refund Policy

Last updated: 3 July 2026

This Refund Policy applies to Arcovia's R250 product-sourcing deposit and explains when the deposit can and cannot be refunded.

1. Refund when Arcovia cannot find the item

If Arcovia cannot locate a reasonable product match or trusted supplier option within 14 calendar days after payment confirmation and receipt of a complete request brief, the customer may receive a refund of the R250 sourcing deposit.

2. Refund when the customer cancels before the item is found

The customer may cancel the sourcing request at any time before Arcovia marks the request as found, located, matched or otherwise notifies the customer that a reasonable product match has been found. If cancellation happens before that point, the R250 sourcing deposit is refundable.

3. Non-refundable after a product is found

If Arcovia finds a reasonable product match or trusted supplier option and notifies the customer, the sourcing work has been completed. If the customer then changes their mind, no longer wants the item, cannot pay the remaining product cost, or decides not to proceed for a reason not caused by Arcovia, the R250 sourcing deposit is not refundable.

4. Incorrect or incomplete information

If a customer provides materially incorrect or incomplete information and Arcovia has already performed meaningful sourcing work based on that information, Arcovia may decline a refund or treat the corrected request as a new sourcing request.

5. Duplicate or mistaken payments

If a duplicate payment or clear payment error occurs, Arcovia will review the payment record and refund any amount that should not have been charged.

6. Refund method and timing

Approved refunds will usually be processed back to the original payment method where possible. Bank and payment-provider processing times may vary after Arcovia submits the refund.

7. Statutory rights

This policy does not remove or reduce any rights that customers may have under applicable South African consumer protection law.

8. How to request a refund

To request a refund, contact Arcovia with your order number, name, contact details and reason for the refund request.