Refund policy

Every purchase from Arden Main should leave you satisfied with what you receive. If a product doesn't work out once it's in your hands, this policy explains how we approach returns and refunds so you know what to expect from us.

1. Contact Information

Store name: Arden Main

Company name: Ten Thirteen LLC

Business Address: 1013 Red Wolf Drive, Imperial, MO 63052, United States

Phone: (314) 696-0577

Email: support@ardenmain.com

Monday to Friday | 09:00 – 16:00 (CST)

2. Order Fulfillment and Return Location

Although Arden Main is registered in Missouri, we work alongside a network of overseas manufacturers and third party warehouses to keep our product range broad and our prices competitive. As a result, outbound shipments often leave from facilities outside the United States, and any approved return will need to be directed to the specific warehouse our support team identifies for your case. The correct return address is only released once a Return Authorization has been issued, so please hold off on sending anything back until you've received written instructions from us. Packages mailed to our Missouri business address without prior approval will not be accepted for refund processing.

3. 30-Day Return Window

You have 30 Days from the date your parcel arrives to request a return. To qualify, the product needs to remain in its original, unused condition, free from damage or signs of wear, and packed in the packaging it originally came in. You will also need to supply your order number or another form of proof of purchase so we can match the request to your account. Requests submitted after the 30-day mark are generally not eligible for a refund, but if you feel your circumstances warrant a closer look, reach out and we'll review the details.

4. How to Start a Return

The process begins with an email to support@ardenmain.com that includes your order number and a short explanation of why you'd like to send the item back. Our team will review the request and follow up within 1-2 business days. If we approve the return, you'll receive a Return Authorization along with step-by-step shipping directions for the correct return facility. From the moment approval is granted, you have 7 days to hand the package off to a carrier, beyond that point, the authorization may lapse and you'll need to reapply. Please note that anything shipped back without prior authorization may be turned away at the receiving warehouse.

5. Return Shipping Costs

Who pays for the return trip depends on the reason for it. If the product you received is defective, arrived damaged in transit, or is not the item you actually ordered, get in touch within 48 hours of delivery and include clear photos showing the problem. Once we've verified the issue, we will cover the cost of returning the item and arrange either a replacement or a full refund at no expense to you. If, on the other hand, you've simply changed your mind, ordered the wrong product, or no longer want the item for any other personal reason, the cost of return postage becomes your responsibility, and we ask that you use a trackable shipping service so the parcel doesn't go missing between your door and ours.

6. Restocking Fee

A 20% restocking fee applies to all returns on orders exceeding $100.

7. Refund Processing

After your returned parcel arrives at its destination, our team inspects the contents to confirm the product matches the expected condition. You'll receive an email once that inspection wraps up. Approved refunds are then sent back to the original method of payment within 10 business days of inspection. Keep in mind that your bank or card issuer may take an additional few days to actually post the credit to your account, that final leg of the timeline sits with your financial provider rather than with us.

8. Exchanges

If you'd prefer to swap your item for a different variant or a different product altogether, the cleanest way to handle it is to reach out to our support team, complete a standard return once approved, and then place a brand new order for the replacement. Exchange requests are held to the same conditions that apply to any other return, original condition, packaging intact, within the 30-day window, and so on.

9. Order Cancellations

You can cancel your order and receive a full refund at any point before it has been fulfilled in our system. To do so, email support@ardenmain.com with your order number as soon as possible, and we'll pull the order out of the queue before it goes anywhere. Once a package has been fulfilled, we can no longer cancel it directly, but you're welcome to follow the return process described above once the parcel arrives.

10. Items That Cannot Be Returned

A small number of products fall outside our normal return policy for practical or sanitary reasons. This includes anything custom made or personalized to your specifications, since we can't restock those, as well as hygiene sensitive items once their protective seal has been broken or the product has been used. If you're uncertain whether a specific product falls into one of these categories, ask us before placing your order and we'll clarify.

11. Consumer Rights

Nothing written in this document limits or overrides the rights you're entitled to under federal or state consumer protection laws in the United States. If a product has been materially misrepresented, is defective in a way that violates an implied warranty, or otherwise fails to meet the standards required by applicable law, you retain every remedy the law provides. This policy should be read alongside those protections rather than as a substitute for them.