Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at houarc.official@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at houarc.official@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at houarc.official@gmail.com.
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.