Arctis Haven

Terms & Conditions of Sale

Effective date: 7 September 2026

1.1 About these Terms

These Terms & Conditions of Sale ("Terms") apply when a consumer purchases goods from Arctis Haven through our website. Please read them before placing an order.

"We", "us", "our" and "Arctis Haven" mean ARCTIS HAVEN LTD, company number 16776264, registered in England and Wales, whose registered office is 83 Oswald Road, Southall, UB1 1HL.

Our registered office is not a customer returns address. Goods must not be sent there unless we expressly instruct you to do so.

You can contact us at hello@arctishaven.com.

Nothing in these Terms excludes, restricts or otherwise affects any right or remedy that cannot lawfully be excluded or restricted.

1.2 Our products

We take reasonable care to describe and present products accurately. Product images, room scenes, digital renders, swatches and photographs are illustrative and may be affected by lighting, display settings, photography and manufacturing variation.

Colours, patterns, veining, textures, grain, glaze, tone and other visual characteristics may vary between samples, images, production runs and individual pieces. Natural-effect, stone-effect, marble-effect, wood-effect and similarly varied products are particularly likely to contain intentional variation.

Dimensions are normally stated as nominal dimensions and may be subject to reasonable manufacturing tolerances. Customers and installers must allow for appropriate tolerances when planning an installation.

Unless expressly stated otherwise, accessories, taps, wastes, traps, shower trays, screens, valves, fittings, furniture, mirrors, decorative objects and other items visible in lifestyle imagery are not included merely because they appear in an image.

1.3 Measurements, suitability and installation

You are responsible for checking before ordering that:

• product dimensions and quantities are suitable for the intended space;
• finishes and configurations selected are correct;
• access is sufficient for delivery and installation;
• products are compatible with your proposed installation and existing services; and
• any installer-specific requirements have been confirmed with a suitably competent installer.

Where technical compatibility depends upon site conditions, water pressure, pipework, wall construction, floor construction, electrical supply, drainage, ventilation or other matters outside our control, you should obtain appropriate professional advice before ordering or installation.

Do not permanently install, cut, drill, tile around, plumb in, electrically connect, seal or otherwise alter a product until it has been inspected and you are satisfied that the correct product has been supplied and that there is no visible defect or damage.

Arctis Haven does not accept responsibility for an installer's workmanship, measurements, advice, labour charges or independent contractual commitments. This does not limit liability which cannot lawfully be excluded.

1.4 Tiles and batch variation

Tiles require particular care because shade, calibre, pattern, veining and surface variation may occur between batches and pieces.

You should order enough material for the complete project, including an appropriate allowance for cuts, breakages and future replacement. Additional tiles ordered later may come from a different production batch and an exact match cannot be guaranteed.

Before installation, tiles should be checked for quantity, product, size, shade, calibre, finish and visible damage. Where several boxes are being installed, tiles should normally be drawn from multiple boxes to distribute intended pattern and shade variation.

If an apparent issue becomes visible during installation, installation should stop and you should contact us promptly. Continuing to install goods after an obvious issue has become apparent may materially affect the remedies reasonably available, subject always to rights which cannot lawfully be excluded.

1.5 Prices

Prices displayed on our website are in pounds sterling (GBP) and include applicable taxes where required.

Delivery charges are calculated separately unless expressly stated otherwise.

We take reasonable care to ensure prices are correct. If an obvious pricing, description or system error occurs, we may decline or cancel the affected order and refund amounts paid. We will not knowingly rely on this provision to avoid a correctly agreed price merely because our commercial cost changes after an order has been accepted.

1.6 Placing an order and contract formation

Adding goods to a basket does not reserve stock and does not create a contract.

When you submit an order, you are making an offer to purchase the goods shown in the order. An automated acknowledgement confirms that we have received the order; it does not necessarily mean that we have accepted it.

A contract is formed when we expressly accept the order, for example by sending an acceptance or dispatch confirmation, or when we otherwise clearly confirm that the order has been accepted.

We may decline an order before acceptance where, for example:

• goods are unavailable;
• a product, price or delivery error is identified;
• payment cannot be authorised;
• delivery cannot reasonably be made to the supplied address;
• fraud or security checks are not satisfied; or
• legal or regulatory restrictions prevent supply.

If payment has been taken for an order we do not accept, the relevant amount will be refunded.

1.7 Availability and lead times

Stock indicators and lead times are estimates unless we expressly agree otherwise. Bathroom products may be sourced from different warehouses, manufacturers or distribution partners and items within one order may arrive separately.

We will provide or agree delivery arrangements as required. Where no different delivery period has been agreed, applicable statutory delivery requirements remain unaffected.

We may contact you where an item becomes unavailable and, where appropriate, offer to wait for stock, choose an alternative, amend the order or receive a refund for the affected item.

1.8 Delivery

Our current delivery rules are set out in the Delivery Information policy and form part of these Terms.

Delivery dates and time windows are estimates unless expressly agreed as binding.

You are responsible for providing complete and accurate delivery information and for telling us before dispatch about material access restrictions, including narrow roads, weight or height restrictions, controlled parking, stairs, restricted loading, gated access or other conditions likely to affect delivery.

Where a delivery fails because no authorised person is available, access information is materially inaccurate or a delivery cannot reasonably be completed due to an undisclosed restriction, we may recover reasonable additional delivery, storage or redelivery costs where legally permitted.

1.9 Delivery inspection

Please inspect goods as soon as reasonably practicable after delivery.

Visible transit damage, shortages or incorrect items should be reported to hello@arctishaven.com as soon as possible and preferably within 24 hours, with the order number and clear photographs of the goods and packaging.

The 24-hour request is important because prompt evidence helps us establish whether damage occurred during carriage and pursue the appropriate carrier or supplier. Failure to notify us within 24 hours does not remove rights that cannot lawfully be excluded, but delay may affect the evidence available to determine when and how damage occurred.

Do not discard packaging relating to a reported transit issue until we confirm that it is no longer required.

1.10 Cancellation and returns

Cancellation and return arrangements are set out in our Returns, Cancellations & Refunds Policy, which forms part of these Terms.

Where a statutory right to cancel applies, nothing in our voluntary or commercial returns arrangements reduces that right.

Where a return is accepted outside any mandatory statutory right, we may impose reasonable conditions including return authorisation, condition requirements and an applicable commercial restocking charge notified before the voluntary return is agreed.

1.11 Faults, damage and incorrect goods

If you believe goods are faulty, damaged or incorrect, contact hello@arctishaven.com with your order number, a description of the issue and appropriate photographs or video where reasonably requested.

We may ask for reasonable information necessary to assess the issue. Depending on the circumstances and the rights applicable to the transaction, the appropriate resolution may include replacement, repair, refund, price adjustment or another agreed remedy.

Additional commercial goodwill options - including credit against a future order, allowing an item to be retained with an agreed credit, or waiving a voluntary restocking charge on a replacement purchase - may be offered at our discretion. Such goodwill arrangements are additional to, and do not replace, remedies which the customer is legally entitled to receive.

1.12 Customer-caused damage

We are not responsible for damage arising after delivery from matters such as:

• incorrect storage or handling;
• accidental or deliberate damage;
• misuse;
• installation contrary to manufacturer instructions;
• inappropriate cleaning products or methods;
• unauthorised modification or repair;
• cutting, drilling or alteration;
• unsuitable site conditions; or
• workmanship by an independent installer,

except to the extent that applicable law provides otherwise.

1.13 Product guarantees

A manufacturer's or supplier's commercial guarantee is additional to applicable legal rights. The existence, duration or expiry of a commercial guarantee does not remove rights which cannot lawfully be excluded.

Where a manufacturer administers a guarantee directly, we may provide information reasonably required to contact or make a claim under that guarantee.

1.14 Liability

Nothing in these Terms limits or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to that restriction, we are not responsible for losses which were not reasonably foreseeable when the contract was formed or for losses caused by circumstances for which we are not legally responsible.

If you are purchasing as a consumer, these Terms do not exclude liability that consumer law prevents us from excluding.

We are not responsible for independent installers, plumbers, electricians, tilers, builders, designers, couriers or other third parties merely because their services relate to goods purchased from us.

1.15 Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control. This may include severe weather, transport disruption, industrial action, supplier or carrier disruption, fire, flood, epidemic, government action, infrastructure failure or similar events.

This provision does not remove any right that applicable law gives you where delivery is materially delayed or cannot be completed.

1.16 Changes to these Terms

The Terms applying to an order are those in force when the relevant contract is formed. We may update these Terms for future orders.

1.17 Governing law

These Terms and contracts with consumers are governed by the laws of England and Wales, subject to any mandatory protections of the law applicable to the consumer.

The courts of England and Wales will have non-exclusive jurisdiction, subject to any rights a consumer has to bring proceedings in another competent part of the United Kingdom.