Refund policy

HOU ARC — Return & Refund Policy

Effective Date: June 2026

At HOU ARC, we are committed to delivering premium apparel that merges movement and modern design. Because our products are custom-made and printed specifically for you upon ordering, our return and exchange policies are strictly structured. By purchasing from the HOU ARC online store, you agree to the following terms:

1. Damaged Items & Print Quality Issues

We hold our manufacturing to a high aesthetic standard. If your product arrives physically damaged, torn, or displays a noticeable print or graphic quality defect, HOU ARC assumes full responsibility. In these cases, we will provide one of the following completely free of charge:

A brand-new replacement of the exact same product delivered directly to you.

You will not be charged any return shipping or reproduction fees for verified manufacturing flaws.

2. Incorrect Size Dispatched

If we accidentally deliver a size that does not match the specific item on your original invoice, we will rectify the error immediately. For example, if you ordered a size Large but received a physical garment tagged or size-cut as a Medium, we will dispatch the correct size to you at zero additional cost.

3. Sizing and Customer Selection Policy

Please Note: We do not accept returns, offer exchanges, or issue refunds if you receive the correct size ordered but the garment does not fit your personal build as expected. For instance, if you purchase a size Large, and receive a high-quality size Large that is too loose or too tight, this does not qualify for a replacement. We strongly advise all customers to carefully consult the explicit Sizing Chart provided on each product page before finalizing an order.

4. Strict 25-Day Window for Claims

Any logistical error, structural defect, or shipping issue must be officially reported to our customer service channel within 25 calendar days from the date the package is delivered to your address. Claims or replacement requests submitted after this 25-day threshold cannot be processed or approved.

5. Production and Delivery Timeline

Standard delivery timeframes generally span between 8 to 10 business days from the date your order confirmation is processed. Custom production times are built directly into this window to ensure your apparel meets our quality checks before shipping.

6. Logistical & Carrier Policies

The following rules apply to specific shipping errors and carrier constraints:

Incorrect Address: If you enter an insufficient, invalid, or incorrect shipping address at checkout, the postal carrier will automatically route the package back to our distribution facility. The buyer will be held liable for any additional reshipment costs once we confirm a corrected destination address with you.

Unclaimed Packages: Shipments that go completely unclaimed at local post offices or courier sorting hubs are returned to our warehouse. Redelivery to your location will require a secondary shipping fee paid at the buyer's expense.

Lost in Transit: For packages suspected to be lost by the courier, all claims must be sent to our support team no later than 25 days after the estimated delivery date so we can coordinate an investigation with the carrier.

 

7. How to Open a Claim

To report a damaged item or a sizing delivery error, please email our support team with the following details:

Your original Order Number.

A clear, high-resolution photo showing the damaged area, print flaw, or the incorrect size tag on the physical garment.

A brief description of the issue.