Exchange, Return & Refund Policy

1. Our Approach – Exchange-Led, Not Refund-Led

arena® Products are technical, performance-oriented swimwear and equipment. You are responsible for satisfying yourself — before placing an order — as to the suitability, size, fit, specifications, and intended use of the Product you are buying. The product pages on the Site display size charts, technical specifications, and other particulars to enable an informed pre-purchase decision.

Accordingly, we do not operate a general refund policy. We do not offer refunds for change of mind, incorrect size selection, incorrect colour selection, or any other reason attributable to your purchasing decision. Where a remedy is available to you under this Policy, our remedy will be an exchange of the eligible Product, subject to the conditions in Section 3 below.

Refunds are available only in the limited circumstances expressly set out in Section 4 (Defective, Damaged, Wrong or Non-Conforming Products) and Section 5 (Cancellations and Order-Side Refunds) of this Policy, or as otherwise required by applicable law.

Important: for any claim relating to transit damage, a wrong item delivered, a missing item, or a package received in a tampered condition, a clear, continuous, and unedited un-boxing video is mandatory and must be submitted with your claim. Please review Section 4 carefully — in particular Section 4.1 (Mandatory Un-boxing Video) — before placing an order, and please ensure that you record an un-boxing video for every shipment you receive from us.

2. Non-Returnable and Non-Exchangeable Products

The following Products are non-returnable and non-exchangeable on hygiene and product-integrity grounds, except where Section 4 applies (defective, damaged in transit, wrong or non-conforming Products):

• all swimwear of every category, including men’s, women’s, boys’, and girls’ swimwear;
• all racing suits and jammers;
• any Product that has been used, worn, washed, altered, or whose tags, hygiene seals, or original packaging have been removed, damaged, or tampered with.

Please review the size charts, fit guides, and technical specifications on each product page carefully before ordering Products in these categories. Customer care will be glad to assist you with size and fit queries before you place an order.

3. Exchange of Eligible Products

For Products that are not listed as non-returnable in Section 2, you may request an exchangewithin seven (7) days from the date of delivery, subject to availability and on the following cumulative conditions:

• the Product is in its original, unused condition;
• all original tags, labels, hygiene seals, accessories, manuals, and packaging are intact and returned with the Product, exactly as received;
• proof of purchase (order number / invoice) is provided; and
• the exchange request is initiated through the Site or by contacting customer care within the 7-day window.

3.1 Exchange process

Initiate the request by email at [email protected], or by phone on +91 70454 55934 during our customer-care hours (see Section 8), within the 7-day window from delivery.

Our customer-care team will guide you through the return / pick-up arrangement. Any reverse-pick-up shipping arrangements will be communicated to you at that time.

On receipt of the returned Product at our warehouse, we will inspect it to verify that the conditions in Section 3 are met. We reserve the right to reject any exchange request where the Product does not satisfy these conditions.

On successful verification, we will dispatch the replacement Product, subject to stock availability. Standard dispatch and delivery timelines under our Shipping Policy will apply to the replacement shipment.

3.2 Stock availability

Exchanges are subject to stock availability of the requested size, colour, or variant at the time of inspection of the returned Product. Where the exact requested size, colour, or variant is not available, we will discuss alternative remedies with you, which may include exchange for a different size, colour, or variant of equal or greater value (with the difference, if any, payable by you) or such other remedy as the parties may agree.

3.3 Vouchers, coupons, and promotional offers

Promotional vouchers, discount codes, or coupons applied to the original order are not re-issuable or transferable on exchange. The replacement Product will be governed by the pricing and promotion that applied to the original order.

4. Defective, Damaged, Wrong or Non-Conforming Products

Nothing in this Policy limits your statutory rights as a consumer under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

4.1 Mandatory Un-boxing Video

To enable us to investigate and resolve claims efficiently and fairly, a clear, continuous and unedited un-boxing video is mandatory for the following categories of claim:

• transit damage to the Product or its packaging;
• wrong item, wrong size, wrong colour, or wrong variant delivered;
• missing item(s) from a multi-item shipment;
• Product received in a tampered, opened, resealed, or visibly compromised package.

In the absence of an un-boxing video meeting the requirements set out below, we may not be in a position to accept a claim falling within the above categories, and any such claim may be declined. We strongly recommend that you record an un-boxing video of every shipment you receive from us before opening the package.

The un-boxing video must meet ALL of the following requirements:

• Single, continuous and unedited recording — no cuts, pauses, edits, joins, or compilations of multiple clips.
• Must start BEFORE the outer packaging is opened — the recording must begin with the sealed package fully visible, and must clearly capture the courier shipping label / Air Way Bill (AWB) before the package is opened.
• Complete unboxing — the recording must capture the entire opening of the outer packaging and any inner packaging, and must continue until each Product is fully removed and clearly visible.
• Defect / damage / mismatch shown — where the claim is for damage, a wrong item, or a missing item, the video must clearly show the relevant defect, damage, mismatch, or missing component.
• Clearly visible — the video must be in adequate light, in focus, and of sufficient quality for the package, labels, and Product to be clearly identifiable.
• Submitted with the claim — the video must be shared with our customer-care team along with the claim, within the timelines in Section 4.2.

We will treat all videos shared with us as confidential and use them solely for the purpose of investigating and resolving your claim, in accordance with our Privacy Policy.

4.2 Eligible Claims and Notification Window

If a Product delivered to you is:

• defective (including manufacturing defect);
• damaged in transit;
• materially different from the Product you ordered (wrong item, size, colour, or variant dispatched by us); or
• non-conforming — i.e., does not conform to the description, images, or specifications displayed on the Site,

you may notify SIPL’s customer care within seven (7) days from the date of delivery, with the un-boxing video required under Section 4.1 (where applicable), supporting photographs (showing the defect / damage / mismatch), the original outer packaging where relevant, and your order details. Damage to the outer packaging identified at the time of delivery should additionally be flagged in accordance with Section 8 of our Shipping Policy.

Note on manufacturing defects identified during use: a manufacturing defect that becomes apparent only on first use or first wash of an eligible Product (i.e., not a Product listed as non-returnable in Section 2) may, by its nature, not be visible in an un-boxing video. In such cases, an un-boxing video is not mandatory, but clear photographs and / or a short video showing the defect must be submitted with the claim, together with the order details, within the seven (7) day window from delivery.

4.3 Remedy

On verification of the claim (including review of the un-boxing video where applicable), we will, at your option:

• arrange a replacement of the Product (subject to stock availability of the same Product); or
• where a replacement is not feasible (including where the same Product is no longer in stock or cannot be replaced like-for-like), refund the amount paid for the affected Product to your original payment method.

Reverse pick-up of the defective, damaged, wrong, or non-conforming Product will be arranged by us at our cost, in line with your statutory rights. We reserve the right to inspect the returned Product and the supporting evidence (including any un-boxing video, photographs and packaging) before confirming the remedy.

5. Cancellations and Order-Side Refunds

5.1 Cancellation by you

You may cancel your order only before our dispatch process (pick, pack or ship) begins. Once any step of the dispatch process has commenced, the order cannot be cancelled. SIPL has the right to determine whether the dispatch process for an order has begun.

Where you cancel an order before dispatch, the full amount paid (including any shipping charge) will be refunded to your original payment method.

5.2 Cancellation or rejection by SIPL

As described in our Terms of Use, SIPL reserves the right to refuse or cancel any order for reasons including (but not limited to) limitations on quantities available, inaccuracies or errors in product or pricing information, payment-authorisation failure, or fraud-detection concerns. If we cancel all or part of your order after payment, the corresponding amount will be refunded to your original payment method.

5.3 Failed or undeliverable shipments (RTO)

If a shipment is returned to our warehouse because of reasons attributable to you (such as an incorrect address provided by you, unavailability after delivery attempts by the courier, refusal to accept delivery without valid reason under Section 4 or Section 8 of the Shipping Policy, or failure to collect from a post office), we will, on receipt of the returned shipment and inspection, refund the product value to your original payment method. The shipping charge for the original outbound delivery is non-refundable in such cases, as the service has been performed.

6. Refund Timelines and Method

Where a refund is payable to you under Section 4 or Section 5 of this Policy (or as otherwise required by applicable law), the following terms apply:

• Method: refunds are credited only to the original payment method used for the order (credit card, debit card, UPI, net banking, or wallet). We do not issue refunds via QR code, UPI “collect” request, cash, cheque, bank transfer to a different account, or any other channel. Any communication purporting to offer a refund through such alternative means is not authorised by SIPL — please refer to our Caution Notice.
• Timeline: after the relevant request is approved by us (and, where applicable, the returned Product has been received and inspected), we will initiate the refund within seven (7) business days. The actual credit to your account is subject to the processing timelines of your bank, card network, UPI, or wallet provider, which is generally a further three (3) to seven (7) business days.
• Communication: we will confirm initiation of the refund by email to your registered email ID, along with the relevant reference number (where issued by our payment partner).
• Vouchers: any promotional vouchers, discount codes, or coupons used towards the original order are not refundable, re-issuable, or transferable.

7. Process and Right of Inspection

All cancellation, exchange, return, and refund requests must be initiated through the Site or by contacting customer care using the details in Section 8 below.

SIPL reserves the right to inspect any returned Product and any supporting evidence (photographs, packaging, tags) before approving any exchange or refund. We reserve the right to reject any request that does not meet the conditions of this Policy, that we reasonably believe is fraudulent, or that constitutes a misuse of this Policy.

8. Customer Care

For any query, exchange request, defect / damage report, or other assistance under this Policy, please contact our customer care:

Email: [email protected]

Phone: +91 70454 55934

Hours: Monday to Friday, 10:00 to 17:00 IST (excluding public holidays).

If your query is not resolved by customer care to your satisfaction, you may escalate to our designated Grievance Officer and Resident Nodal Officer, whose contact details are published in our Privacy Policy on the Site.

For any additional details, please contact our Customer Service who will be glad to assist you.

Sportiff India Private Limited

76 Mirza Ghalib Marg, Clare Road, Byculla, Mumbai 400008, Maharashtra, India

CIN: U92419MH2001PTC130316 • GSTIN: 27AAFCS2096A1ZJ

Website: www.arenasport.in