Refund Policy
Your purchases on Arena are protected. Learn how our buyer protection, returns, and refunds work.
Last updated: April 2026
At Arena, we believe every purchase should feel safe. Our refund policy is designed to protect buyers while being fair to the talented artisans and vendors on our platform. We use an escrow payment system to hold your funds securely until you confirm receipt and satisfaction with your order.
This policy applies to all purchases made through the Arena Marketplace website and mobile application. Please read it carefully so you understand your rights and the process for returns and refunds.
Key Highlights
Escrow Protection
Payment held safely until you confirm delivery
7-Day Returns
Return eligible items within 7 days of delivery
48-Hour Review
Return requests reviewed within 48 hours
1. Buyer Protection
- Arena holds your payment in escrow until delivery is confirmed -- your money is safe with us
- If your item is not delivered, you are entitled to a full refund of the purchase amount
- If an item is significantly different from its description, you can request a return and refund
- Our escrow system ensures vendors are only paid once you confirm receipt of your order
- Buyer protection applies to all purchases made through the Arena platform
2. Return Eligibility
- Items can be returned within 7 days of delivery confirmation
- Eligible reasons: item is defective or faulty, damaged during transit, significantly not as described, or wrong item received
- NOT eligible for return: customized or personalized items made to your specifications
- NOT eligible for return: perishable goods, intimate/hygiene items, or items altered by the buyer after delivery
- Items must be returned in their original packaging and condition where possible
3. Return Process
- Step 1: Open a return request through your Arena account within 7 days of delivery
- Step 2: Provide clear photos and a description of the issue with your item
- Step 3: Arena reviews your request and makes a decision within 48 hours
- Step 4: If approved, ship the item back using Arena logistics (label provided)
- Step 5: Refund is processed within 5-10 business days after the returned item passes inspection
4. Refund Methods
- Refunds are issued to your original payment method by default
- Card refunds (Visa, Mastercard): 5-10 business days to reflect on your statement
- Bank transfer refunds: 3-5 business days to reach your account
- Arena credit refunds: applied instantly to your Arena wallet for future purchases
- You may choose Arena credits for faster resolution when initiating your return request
5. Shipping Costs for Returns
- If the return is due to vendor error (wrong item sent, defective product, or item not as described), the vendor bears the return shipping cost
- If the return is a change-of-mind (where permitted), the buyer bears the return shipping cost
- Arena arranges return logistics in both cases -- you do not need to find a courier yourself
- Return shipping costs are deducted from the refund amount when the buyer is responsible
- Free return shipping applies to all items confirmed as defective or damaged in transit
6. Dispute Resolution
- If you disagree with a return decision, you can escalate the dispute to Arena support
- Both buyers and vendors can provide additional evidence during the escalation process
- Arena reviews escalated disputes and makes a final decision within 5 business days
- All parties agree to Arena's dispute resolution process as the first step before any legal action
- Disputes are handled by our dedicated resolution team to ensure fair outcomes for all parties
Non-Refundable Situations
Refunds will not be issued in the following circumstances:
- The return request is made after the 7-day return window has closed
- The item has been used, worn, washed, or altered from its delivered condition
- The item was custom-made or personalized to the buyer's specifications
- The buyer provided an incorrect delivery address leading to failed delivery
- The issue is a minor variation that falls within normal artisan product tolerances (e.g., slight color differences in handmade items)
Vendor Responsibilities
To maintain a fair marketplace, vendors on Arena agree to:
- Provide accurate product descriptions, measurements, and photographs
- Package items securely to prevent damage during transit
- Respond to return requests promptly and in good faith
- Accept returns for items that are genuinely defective or not as described
- Bear return shipping costs when the return is due to their error
Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices or for operational, legal, or regulatory reasons. We will notify you of any material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of Arena after changes are posted constitutes acceptance of the revised policy.
Need Help With a Return or Refund?
Our support team is here to help you through the process. Reach out to us:
Related: Terms of Service · Privacy Policy