Last updated: February 24, 2026
This Return Policy explains your rights regarding returns, withdrawals, and refunds for purchases made through the online store operated by ARPO NETWORK OÜ. This policy covers both the EU statutory right of withdrawal and the legal guarantee of conformity, as well as our voluntary return policy for non-EU customers.
1. Company Information
ARPO NETWORK OÜ Männimäe/1, Pudisoo küla, Kuusalu vald 74626 Harju maakond, Estonia Registry Code: 17164094 Email: contact@mail.arpo.cc
2. Return Address
All physical product returns must be sent to:
ARPO NETWORK OÜ — Returns Radvanska 508/14 974 05 Banska Bystrica Slovakia
Do not send returns to our registered business address in Estonia. Returns sent to any address other than the one above may not be processed.
Part A: Right of Withdrawal (14-Day Cooling-Off Period)
3. Your Right of Withdrawal
If you are a consumer located in the European Union or the European Economic Area, you have the right to withdraw from any distance purchase contract within 14 days without giving any reason, in accordance with Directive 2011/83/EU (Consumer Rights Directive) as transposed into Estonian law.
We also voluntarily extend the same 14-day withdrawal right to all customers worldwide, regardless of location, subject to the same conditions described in this section.
4. Withdrawal Period
For physical products (printed books and merchandise): The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. If you ordered multiple items in a single order that are delivered separately, the withdrawal period expires 14 days from the day on which you receive the last item.
For digital products: The withdrawal period expires 14 days from the day of conclusion of the contract. However, if you have given your prior express consent to begin performance during the withdrawal period and have acknowledged that you lose your right of withdrawal, the right of withdrawal is waived upon delivery of the digital content (see Section 7).
5. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by sending a clear, unambiguous statement. You may:
- Send an email to contact@mail.arpo.cc with the subject line “Withdrawal — Order #[your order number]”
- Send a letter to: ARPO NETWORK OÜ, Männimäe/1, Pudisoo küla, Kuusalu vald, 74626 Harju maakond, Estonia
- Use the Model Withdrawal Form provided below in Section 12 of this policy
To meet the withdrawal deadline, it is sufficient for you to send your communication regarding the exercise of your right of withdrawal before the withdrawal period has expired.
6. Returning Physical Products After Withdrawal
After you have communicated your withdrawal, you must send back the goods to our return address (Section 2) without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal. The deadline is met if you dispatch the goods before the 14-day period has expired.
You bear the direct cost of returning the goods. We recommend using a tracked shipping service and retaining proof of postage, as we cannot be responsible for returns that do not reach us.
The goods must be returned in the same condition in which you received them. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This means you may try on clothing or inspect a book in the same way you would in a physical store, but excessive use, damage, stains, or missing tags may result in a reduction from the refund amount.
7. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to the following:
7.1. Digital Products with Consent to Immediate Performance
If, at checkout, you have:
- Given your prior express consent to the immediate supply of the digital content, and
- Acknowledged that by giving such consent you lose your right of withdrawal,
then you waive your right of withdrawal once the digital content has been delivered to you. This consent is obtained through an unticked checkbox at checkout that you must actively select.
7.2. Personalized or Custom-Made Products
The right of withdrawal does not apply to goods that have been made to your personal specifications or are clearly personalized, for example, products where you have uploaded your own design, photograph, text, or other custom content.
Standard catalog products (including our pre-designed books and merchandise) are not considered personalized and are subject to the full 14-day withdrawal right, even though they are produced on demand.
7.3. Sealed Goods for Hygiene Reasons
The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery. This exception applies only to products that were sealed for hygiene protection and where you have broken that seal.
8. Refunds for Withdrawals
8.1. What We Refund
If you withdraw from the contract, we will reimburse all payments received from you, including the cost of standard delivery (the least expensive standard delivery option we offered). If you chose a more expensive delivery method, we will refund only the cost of the least expensive standard delivery option.
8.2. When We Refund
We will process your refund without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw from the contract.
For physical products, we may withhold the refund until we have received the goods back, or until you have provided evidence of having sent back the goods (e.g., proof of postage with tracking), whichever is the earliest.
8.3. How We Refund
Refunds will be issued using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
8.4. Deductions from the Refund
We may deduct from the refund an amount corresponding to the diminished value of the goods, where the diminished value is the result of handling by you beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Part B: Defective Products — Legal Guarantee of Conformity
9. The Legal Guarantee
Under Directive (EU) 2019/771 (Sale of Goods Directive) and Directive (EU) 2019/770 (Digital Content Directive), as transposed into Estonian law, we are liable for any lack of conformity of our products that becomes apparent within 2 years from the date of delivery (for physical products) or the date of supply (for digital products).
A product lacks conformity if it:
- Does not match the description, type, quantity, or quality specified in the contract or product listing
- Is not fit for the purposes for which goods of the same type would normally be used
- Does not possess the qualities or features that are normal for goods of the same type and that you can reasonably expect
- Is not delivered with all accessories and instructions that were included in the product listing
- For digital products: does not meet the applicable functionality, compatibility, and interoperability requirements
9.1. Presumption of Non-Conformity
During the first year after delivery, any lack of conformity that becomes apparent is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or the nature of the lack of conformity. During this period, you do not need to prove that the defect was present at delivery — the burden of proof is on us.
After the first year (months 13–24), you may need to demonstrate that the lack of conformity existed at the time of delivery.
9.2. Your Remedies
If a product does not conform to the contract, you are entitled to the following remedies in the order set out below:
First remedy — Repair or Replacement: You may choose to have the product repaired or replaced, free of charge, unless the chosen remedy is impossible or would impose disproportionate costs on us compared to the alternative remedy. We will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. We bear all costs related to bringing the product into conformity, including shipping, postage, labor, and materials.
Second remedy — Price Reduction or Termination: If repair or replacement is impossible, not completed within a reasonable time, causes significant inconvenience, or fails to resolve the lack of conformity, you are entitled to:
- A proportionate reduction of the price, or
- Termination of the contract with a full refund.
Termination of the contract is not available if the lack of conformity is minor.
10. How to Report a Defective Product
10.1. For Physical Products
If you receive a physical product that is defective, damaged, misprinted, or otherwise does not conform to your order, please contact us at contact@mail.arpo.cc within 2 years of delivery with:
- Your order number
- A clear description of the defect or issue
- Photographs of the defective product (and packaging, if relevant)
In most cases, we can resolve the issue based on photographs alone, without requiring you to return the item. Because our products are printed on demand and have no resale value once printed, we may offer you a replacement or refund without requiring a return for low-value items or where the defect is clearly documented.
If we need the product returned for inspection, we will provide instructions and cover the return shipping costs.
10.2. For Digital Products
If a digital product is defective, corrupted, incomplete, or does not function as described, please contact us at contact@mail.arpo.cc with your order number and a description of the issue. We will provide a corrected version or replacement, or issue a refund if the issue cannot be resolved.
Part C: Additional Information
11. Refund Processing Times
Once a refund has been approved and initiated, please allow the following processing times for the funds to appear in your account:
| Payment Method | Estimated Processing Time |
|---|---|
| Credit/Debit Card (via Stripe) | 5–10 business days |
| PayPal | 3–5 business days |
| Bank Transfer (via Wise) | 3–7 business days |
These are estimated processing times from the date we initiate the refund. Actual timing depends on your bank or payment provider.
12. Model Withdrawal Form
In accordance with Annex I, Part B of Directive 2011/83/EU, we provide the following model withdrawal form. You are not required to use this form — any clear statement of your decision to withdraw is sufficient.
MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract)
To: ARPO NETWORK OÜ, Männimäe/1, Pudisoo küla, Kuusalu vald, 74626 Harju maakond, Estonia Email: contact@mail.arpo.cc
I hereby give notice that I withdraw from my contract of sale of the following goods / for the supply of the following digital content (*):
- Order number:
- Ordered on () / received on ():
- Product(s):
Name of the consumer:
Address of the consumer:
Date:
Signature of the consumer (only if this form is submitted on paper):
(*) Delete as appropriate.
13. Exchanges
We do not offer direct exchanges. If you would like a different product, size, or variant, please exercise your right of withdrawal for the original order and place a new order for the desired item.
14. Non-Returnable Situations
In addition to the exceptions listed in Section 7, please note that we cannot accept returns or issue refunds in the following situations:
- Products damaged due to misuse, neglect, or improper care by the customer (beyond normal handling to inspect the product)
- Products returned after the 14-day withdrawal period has expired (unless the product is defective under the legal guarantee)
- Products sent back without prior notification of withdrawal to us
- Products returned to an address other than the return address specified in Section 2
15. Late or Missing Refunds
If you have been notified that your refund has been processed but have not yet received it:
- Check your bank account or payment provider account again, keeping in mind the processing times in Section 11.
- Contact your credit card company or bank — it may take additional time for the refund to be officially posted.
- If you have taken these steps and still have not received your refund, please contact us at contact@mail.arpo.cc.
16. Contact Us
For any questions about returns, refunds, or this Return Policy, please contact us:
ARPO NETWORK OÜ Email: contact@mail.arpo.cc Address: Männimäe/1, Pudisoo küla, Kuusalu vald, 74626 Harju maakond, Estonia
Return address for physical products: Radvanska 508/14, 974 05 Banska Bystrica, Slovakia