What is your return policy?

We want you to love your purchase—but if something’s not right, our return process is outlined below.

How to Return

All returns must be submitted through the Customer Portal under your account’s Orders section.

Returns not submitted through the portal will not be processed.

Once submitted, you’ll receive an email notifying you whether your return was approved or rejected.

Returns must be initiated within 14 days of receiving your order.

To be eligible for a return:

Items must be unopened, unused, and in original packaging.

Packaging must be intact with all labels attached and seals unbroken.

Used products are not eligible and may be returned to the sender.

Hairbrushes and accessories that have been opened or used cannot be returned due to hygiene standards.

Refill pouches must be sealed and unused.

Bundles, sets, and collections must be returned in full—no partial returns.

Any free gifts received must be included in the return.

Final sale items and gift cards are non-returnable.

Only products purchased directly from arachne.com are eligible for return.

If your item arrives damaged or defective:

Submit a photo and your order details to the_assist@arachne.com.

Every Arachne hairbrush is backed by a 1-year limited manufacturer warranty — register here to activate.

Customers are responsible for return shipping costs.

Original shipping fees are non-refundable.

Returns are inspected within 14 days of receipt.

Once approved, refunds may take up to 72 hours to appear in your account.

Returns must be sent via a tracked shipping method.

We do not accept returns based on personal preference or product dislike.

Excessive returns may lead to a review or restriction of future return eligibility.

We do not offer exchanges at this time.