Arctis Haven

Returns, Cancellations & Refunds

Effective date: 7 September 2026

3.1 Starting a return

Contact hello@arctishaven.com before sending goods anywhere.

Include:

• your order number;
• the item(s) concerned;
• the reason for the request; and
• photographs where the item is damaged, faulty, incorrect or its condition is relevant.

Do not return goods to our registered office or directly to a manufacturer, supplier or warehouse unless Arctis Haven has expressly instructed you to do so.

Because products may be fulfilled from different locations, the correct return address and method can vary. We will provide the applicable return instructions.

3.2 Statutory cancellation of eligible online orders

Where UK distance-selling cancellation rights apply, a consumer may cancel an eligible order within the statutory cancellation period without giving a reason.

For goods, the normal cancellation period is 14 days after the day the goods are received, subject to the applicable rules where an order contains multiple goods delivered on different days.

After notifying us of cancellation, the goods must be returned within the applicable statutory return period.

To exercise a cancellation right, contact hello@arctishaven.com with a clear statement that you wish to cancel. A cancellation form is provided at the end of this policy for customers who wish to use it; use of that form is not mandatory.

Nothing in this section extends a cancellation right to goods or circumstances excluded by law.

3.3 Return cost for change-of-mind cancellations

Where legally permitted and where we informed you of this responsibility before purchase, the customer is responsible for the direct cost of returning change-of-mind goods.

Bathroom goods, tiles, furniture, baths, shower enclosures and similar items may be large, fragile or palletised. Return freight can therefore be materially more expensive than ordinary parcel postage.

Do not arrange an unauthorised return before receiving return instructions from us.

Where the law requires Arctis Haven to bear a return cost, this section does not override that requirement.

3.4 Handling and diminished value

A customer exercising a statutory cancellation right may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

If handling goes beyond what would reasonably be permitted in a shop and causes a reduction in value, we may make a deduction from the refund to reflect the legally recoverable diminished value.

Examples that may materially reduce value include, depending on the product and circumstances:

• installation or attempted installation;
• cutting, drilling or permanent alteration;
• plumbing or electrical connection;
• damage or marking;
• contamination;
• missing parts;
• excessive assembly;
• use beyond reasonable inspection; or
• packaging or presentation damage that materially reduces resale value where that damage results from handling beyond what was reasonably necessary.

Any statutory deduction will be based on the legally recoverable loss in value, not an automatic penalty.

3.5 Opened packaging

Opening packaging solely as reasonably necessary to inspect an item does not automatically remove a statutory cancellation right.

However, customers should open and handle products carefully and retain packaging until they are satisfied with the goods. Packaging forms part of the condition in which many bathroom products can safely be transported and resold.

Where no statutory cancellation right applies and we agree to a voluntary return, we may require goods and packaging to be in resaleable condition.

3.6 Voluntary returns outside statutory rights

Where a customer has no mandatory right to return an unwanted product, Arctis Haven may choose to accept a return as a commercial goodwill arrangement.

Any such return is subject to our prior written approval and the conditions we specify.

Unless we agree otherwise, voluntary returns may be subject to:

• customer-paid return transport;
• inspection on receipt;
• a requirement that the goods are unused and resaleable; and
• a commercial restocking charge.

Our current intended commercial restocking charges for voluntary returns outside mandatory statutory rights are:

• Tiles: up to 50% of the original price of the returned tiles.
• Other eligible goods: up to 20% of the original price of the returned goods.

These charges do not apply as an automatic deduction where a statutory cancellation or faulty-goods remedy prevents us from imposing them.

Where a customer places a replacement order, we may waive or reduce a voluntary restocking charge depending on the circumstances and value of the replacement purchase. Any such waiver is at Arctis Haven's discretion unless otherwise agreed.

3.7 Products that cannot simply be resold

Where statutory rights do not require acceptance, we may refuse voluntary returns of goods that have been installed, used, cut, drilled, altered, damaged, marked, contaminated, made to specification, personalised or otherwise rendered unsuitable for resale as new.

This does not restrict remedies applying to goods that are faulty, misdescribed or otherwise non-conforming under applicable law.

3.8 Tiles

Tiles should be inspected before installation.

Please check:

• product and size;
• quantity;
• visible damage;
• shade and tone;
• calibre where relevant;
• finish and surface; and
• obvious batch or supply discrepancies.

Visible delivery damage or shortage should preferably be reported within 24 hours with photographs of the tiles and packaging.

If an issue becomes apparent while laying tiles, stop installation and contact us before continuing.

We cannot guarantee that tiles ordered later will match an earlier batch. Customers should therefore order sufficient quantity, including an appropriate wastage allowance, for the complete project.

Unused tiles returned purely under a voluntary return arrangement may be subject to the tile restocking charge described above.

3.9 Faulty, damaged, misdescribed or incorrect goods

The voluntary restocking provisions above do not remove rights concerning goods that are faulty, damaged when responsibility remains with us, not as described or otherwise fail to conform to the contract.

Contact hello@arctishaven.com promptly with your order number and supporting information.

Where reasonably necessary to assess a claim, we may request photographs, video, batch information, packaging information or an opportunity for the goods to be inspected.

Do not dispose of the goods while a claim is being assessed unless we tell you to do so.

3.10 Installation and claims

Inspect goods before installation.

If an obvious issue is identified, do not continue to install the affected goods without first contacting us.

Where a customer or installer continues to use, cut, alter or install goods despite an obvious defect or discrepancy, this may affect the loss reasonably attributable to the original issue. It does not remove rights which cannot lawfully be excluded.

We are not automatically responsible for independent labour, removal, reinstallation, decorating or consequential project costs merely because a product issue is alleged. Any liability for such costs will depend on the circumstances and applicable law.

3.11 Refund method and timing

Where a refund is due, it will normally be made to the original payment method unless another lawful arrangement is agreed.

Statutory refunds will be processed within the periods required by applicable law. For eligible distance-sale cancellations involving returned goods, the law may permit us to wait until the goods are returned or evidence of return is supplied, whichever occurs first, before making the refund.

3.12 Goodwill alternatives

Where appropriate, Arctis Haven may offer additional commercial solutions such as:

• a replacement;
• a partial commercial credit;
• credit against a subsequent order;
• allowing the customer to retain an item with an agreed adjustment; or
• reducing or waiving a voluntary restocking charge when a replacement order is placed.

A customer does not have to accept a goodwill alternative instead of a remedy to which they are legally entitled.

3.13 Model cancellation form

You may use the following form if you wish to cancel an eligible distance contract. You may instead send any other clear cancellation statement to hello@arctishaven.com.

To: ARCTIS HAVEN LTD, email: hello@arctishaven.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:\ Ordered on / received on:\ Order number:\ Name of consumer(s):\ Address of consumer(s):\ Date:

Signature is required only if this form is sent on paper.