SHIPPING, RETURN and EXCHANGE POLICIES

This Shipping, Return and Exchange policy may change, and any changes will be posted on this page. These policies complement and incorporate by reference The Arc Light’s Terms of Use.

FREE SHIPPING

For physical products, The Arc Light provides FREE standard shipping on orders above $39 USD or local equivalent. Orders over $79 USD (or local equivalent) may qualify for expedited shipping at no charge.

SHIPPING DESTINATIONS & SPEEDS

The Arc Light uses local courier to deliver physical packages anywhere in Kenya. Shipping durations average 4 calendar days. The Arc Light has a US fulfillment center in Pennsylvania. This center fulfills all US physical orders, shipping anywhere in the United States, and to all US territories and military APO/FPO addresses. At check out, you will typically see multiple shipping options with estimated delivery dates, so you can pick the option that works best for you. Please note that expedited shipping may not be available for some locations; please allow additional time for your order to arrive to these locations. Orders to US P.O. boxes, US territories or military APO/FPO addresses will ship via United States Postal Service (USPS). All delivery dates are subject to order cut-off times or carrier delays.

FREE 30 DAY RETURNS

Return shipping in Kenya and from anywhere in the United States is FREE. If you are not 100% satisfied with your purchase of a physical item from The Arc Light, you can return your qualifying item(s) for a full refund within 30 days of purchase. Returns must be in the original packaging and the original tags must be attached (if applicable) Returned merchandise that does not satisfy these requirements may not qualify for a refund. Please note that it typically takes about 5-10 business days for your return to arrive at our address or to the fulfillment center and be processed for refund. Once we receive your qualifying return and approve your refund, The Arc Light will credit your original method of payment. Depending on your financial institution, please allow an additional 2–10 business days for the refund credit to post to your MPESA, bank or credit card account.

We want to ensure that you have a wonderful shopping experience and we want you to enjoy your purchase. In the event that you are not satisfied with your purchase, or if you have received defective, damaged or incorrect merchandise, please contact us at: happyhelp@thearclight.org for further assistance or to request a return shipping label. The Arc Light exists because of you, our customers; we shall strive to make everything right for you. 

EXCHANGES

You also have the option to exchange an eligible physical item instead of returning it for a refund. Exchanges are only allowed within 30 days of purchasing a physical item. You must return the physical item using the free return label provided to you within 10 days of initiating an exchange. Returns must be in the original packaging and the original tags must be attached (if applicable) Returned merchandise that does not satisfy these requirements may not qualify for an exchange. When you initiate an exchange request, an exchange voucher in the amount of your original purchase will be credited to your account. The exchange voucher will be placed on hold until the original item is received, and certified as an acceptable return. If the original item is not received within 10 days, or if the returned item does not satisfy The Arc Light’s requirements for returned items as listed above, the exchange voucher will be cancelled. 

Please note, we consider items such as Gift Cards, Scholars School Packs that are sold by The Arc Light, and other such items as may be identified later and noted here, as non-physical items that are not eligible for refunds or exchanges.

As noted above in our return policy, it typically takes about 5-10 business days for your return to arrive at our fulfillment center for processing, and another 2-10 business days for the refund credit to post to your MPESA, bank or credit card account. 

The process might look daunting, but rest assured, its not :)

We value you, and we are here for you, that’s why we want you to have the best possible shopping experience at The Arc Light. If you have any questions about returns, exchanges or refunds, please contact us at: happyhelp@thearclight.org and we shall be more than happy to help you.