The Policy of Finality: Returns & Resolutions
01. The Bespoke Exemption (UK Law)
In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations, all Arrira Allure pieces are categorized as “made to the consumer’s specifications”.
Final Sale: Because each object is commissioned specifically for you, we do not offer returns, cancellations, or exchanges for “change of mind” or aesthetic reassessment once production has commenced.
The Commitment: By confirming your order, you acknowledge that the object is a permanent acquisition, unburdened by the transience of retail.
02. The Protocol for Imperfection
While our quality control mimics museum standards, we recognize the possibility of structural anomalies.
The 30-Day Right: Under the Consumer Rights Act 2015, you have a statutory right to a refund, repair, or replacement if an object arrives faulty, unfit for purpose, or not as described.
Notification: You must notify our customer service team of any defect within 48 hours of delivery to preserve the integrity of the claim.
Evidence: High-resolution photographic evidence of the fault and the original crating is required to initiate a Structural Review.
03. Return Logistics & Risk
Should a return be authorized due to a verified fault, the following protocols apply:
The Original Casing: Objects must be returned in their original, specialized export-crating. We cannot accept returns of objects that have been handled, assembled, or altered.
Passing of Risk: The client remains responsible for the object’s integrity until it is physically received and signed for at our UK facility.
Global Returns: For international faults, we will coordinate a specialized courier. For “non-fault” queries (which we rarely accommodate), the client bears all international shipping costs, duties, and a 25% de-commissioning fee.
04. Refusal of Acceptance
If a delivery is refused for reasons other than visible transit damage, the object will be returned to our secure storage.
Storage Fees: A daily storage fee will accrue until re-delivery is coordinated.
Abandonment: Objects left in storage for over 90 days will be considered abandoned and may be re-integrated into the Arrira Allure archive without refund.