Refund policy

Last updated: November 14, 2025

At Ara Macao, every item we create is fully personalized — crafted to order based on the exact details you provide. Because each product is made uniquely for you, all orders are final sale.

This policy applies to all purchases made through our physical or online store by customers in Canada. Nothing in this policy limits any rights you may have under applicable Canadian consumer protection laws.

1. All Products Are Personalized (Final Sale)

Because 100% of our products are custom-made, we do not accept returns, exchanges, or cancellations for any reason other than an error on our part.

This includes situations such as:

  • Change of mind

  • Ordering the wrong size, style, color, material, or design

  • Customer-provided spelling, punctuation, names, or dates that are incorrect

  • Customer-provided files, images, or instructions that contain errors

Before placing your order, please triple-check all informationyou submit.
Once production begins, changes cannot be made and refunds cannot be issued.

2. If We Make an Error, We Fix It

We stand behind the quality of our work. If we make a mistake on your personalized product, we will gladly correct it.

Examples of errors we cover:

  • The personalization does not match what you entered in your order

  • We used the wrong design, size, or material

  • You received the wrong product

If you believe we made an error:

You must contact us within 48 hours of delivery at:
Email: info@aramacao.ca

Include:

  • Your order number

  • Clear photos of the item

  • A short description of the issue

If we confirm the error was ours, we will, at our discretion:

  • Remake the item, or

  • Provide a replacement, or

  • Offer a refund if a remake is not feasible

3. Damaged in Transit

If your order arrives damaged due to shipping:

  1. Contact us within 48 hours.

  2. Provide photos of:

    • The damaged item

    • Packaging (inside and outside)

    • Shipping label

We will review your claim and, if approved, arrange a replacement or store credit.

4. Natural Material Variations

Some materials we use — such as wood — naturally contain variations in grain, texture, and color.

These are normal characteristics of handcrafted products and are not considered defects. As such, they are not eligible for refunds or replacements.

Screen-to-product color differences may occur due to device settings and are not considered errors.

5. Incorrect or Incomplete Shipping Address

Please ensure your shipping address is accurate. If a package is returned due to:

  • Incorrect address

  • Missing apartment/unit number

  • Package not claimed

We can reship it, but additional shipping charges will apply.

Because products are personalized, refunds are not available if a package cannot be delivered.

6. Cancellations & Changes

Because production begins shortly after an order is placed:

  • Cancellations are not guaranteed.

  • Once production has started, the order becomes final sale and cannot be modified or refunded.

Contact us immediately if you need help — we’ll assist if possible.

7. Legal Note

This policy is designed for personalized products sold in Canada and is governed by Canadian consumer protection laws, including the laws in your province or territory. If those laws require exceptions (e.g., defective merchandise), we will comply.