Returns & Refund Policy

Updated: February 20, 2026

This Returns & Refund Policy (“Policy”) applies to purchases arranged through arrivedaliens.com and invoiced by Arrived Aliens LLC (“Arrived Aliens,” “we,” “us,” or “our”). This Policy is incorporated into our Terms of Sale by reference.

Inspection on delivery

Please inspect your shipment immediately upon delivery.

If your Product arrives damaged, email hello@arrivedaliens.com within 48 hours of delivery and include:

• your name and invoice number
• clear photos of the outer packaging, inner packaging, and the damage
• a short description of what happened

Reports submitted after the 48-hour inspection window may limit our ability to assist with carrier/insurance claims.

Shipping damage and carrier claims

Where shipping insurance applies (if purchased/quoted), we will support the claim process with the carrier/insurer. We may request additional documentation (more photos, packaging retention, or a carrier inspection) to proceed.

Made-to-order and custom pieces (final sale)

Unless we explicitly agree otherwise in writing, made-to-order and custom pieces are final sale and are not eligible for returns or refunds, except where applicable consumer law requires otherwise.

For clarity, “made-to-order/custom” includes (but is not limited to):

• pieces produced specifically after your order is confirmed
• custom finishes, dimensions, wiring, mounting changes, or any customization requested by the buyer
• commissions and any piece described in writing as custom or made-to-order

Returns (if offered for eligible items)

In limited cases, we may offer returns for ready-to-ship items. If a return is offered and approved by us in writing:

1. The Product must be returned in original condition, unused, with all components included.
2. The Product must be packed securely, ideally in the original packaging.
3. Return shipping is the buyer’s responsibility unless we agree otherwise in writing.
4. We recommend fully insured, trackable shipping for returns.

If a returned Product arrives damaged due to inadequate packaging, we may decline the return or reduce the refund accordingly.

Refunds (if approved)

If a refund is approved:

• Refunds are issued to the original payment method where feasible; for wire payments, refunds may be made by bank transfer to the account you provide.
• Bank fees, intermediary fees, and currency conversion fees are non-refundable, and may be deducted from the refund amount so that the refund reflects the net amount received.
• We do not refund import duties, VAT, customs fees, brokerage fees, or local taxes charged by your country.

Order cancellations

Order changes or cancellations are only possible if confirmed by us in writing.

For made-to-order/custom pieces, changes or cancellations may not be possible once production has started. If we approve a cancellation after work has begun, we may retain a reasonable amount to cover labor, materials, and costs already incurred, where permitted by law.

Warranty

Warranty coverage and exclusions are described in our Limited Warranty (and the product manual where applicable).

Notes on handmade nature

Our pieces are handmade, not factory-produced. Variations are expected and inherent: gloss shifts, crackle density, carbon patterning, glaze flow, minor form differences, and kiln marks at edges are normal outcomes of the process. These characteristics are not defects—they are part of what makes each piece one-of-one.

Contact

To request help with shipping damage, returns (if offered), or warranty service, email: hello@arrivedaliens.com and include your invoice number and a short description of the issue.