Refund policy

Refund Policy

REFUNDS & RETURNS
Effective date: 18 May 2026

General Policy

At Arck London, we want you to be happy with your purchase. If for any reason you are not satisfied, you may return eligible items within 30 days of receiving your order for a refund.

Returns are free of charge. To request a prepaid return label, please contact us at support@arcklondon.com.

Refunds will be processed back to your original payment method once your return has been received and inspected.

Your Right to Cancel (UK Consumer Contracts Regulations)

If you are purchasing as a consumer in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your goods for any reason under the Consumer Contracts Regulations 2013.

To exercise your right to cancel, please contact us by email at support@arcklondon.com and clearly state your decision to cancel your order.

Once you notify us of cancellation, you must return the goods within 14 days.

Refunds will be issued to your original payment method within 14 days of us receiving the returned goods or receiving evidence that the goods have been returned.

Customers are entitled to inspect and handle items as they would in a physical retail store. However, we may make a deduction from the refund if the value of the goods has been reduced due to handling beyond what is reasonably necessary to inspect them.

Where possible, we encourage customers to return items in their original packaging to help ensure safe transit.

Refund Conditions

  • Return period: 30 days from the delivery date

  • Restocking fee: None

  • Refund processing time: Within 5 business days of receiving your return

  • Return shipping costs: Free

Certain items may not be eligible for return where exemptions apply under applicable consumer law, including:

  • Personalised or custom-made products

  • Sealed hygiene products once opened

  • Items damaged through misuse or abnormal handling

Cancelling an Order Before Dispatch

If you would like to cancel or amend your order before dispatch, please contact us as soon as possible at support@arcklondon.com.

Orders are typically processed within several hours, so while we will do our best to accommodate changes, cancellation before dispatch cannot always be guaranteed once fulfilment processing has begun.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us promptly at support@arcklondon.com.

Under the Consumer Rights Act 2015, customers may be entitled to a repair, replacement, price reduction, or refund depending on the circumstances and the timeframe in which the issue is reported.

If a fault is confirmed, we will provide an appropriate remedy at no additional cost to you.

To help us resolve issues quickly, we may request photos or videos of the product.

Delivery Responsibility & Missing Parcels

Arck London remains responsible for goods until they are delivered to the delivery address provided in your order.

If your tracking information shows delivery but you have not received your parcel, please contact us as soon as possible. We will work with the delivery carrier to investigate the issue and assist in resolving the matter.

Please ensure that your delivery details are entered correctly when placing your order. If you notice an error, contact us immediately at support@arcklondon.com. While we cannot guarantee changes after an order has entered fulfilment processing, we will do our best to assist.

Warranty

Coverage

All Arck London products are covered by a one-year warranty from the date of purchase against manufacturing defects in materials and workmanship.

Exclusions

The warranty does not cover:

  • Damage caused by misuse, negligence, accidents, or unauthorised modifications

  • Ordinary wear and tear

  • Damage caused by improper storage or handling

Making a Claim

To make a warranty claim, please contact support@arcklondon.com with:

  • Your order number or proof of purchase

  • A description of the issue

  • Photos or videos where relevant

We may request that the item be returned for inspection.

Resolution

If a defect is confirmed, we may offer a repair, replacement, or refund as appropriate under applicable consumer law.

Your Statutory Rights

This warranty is provided in addition to your statutory consumer rights under UK law.

Model Cancellation Form

(Complete and return this form only if you wish to cancel your contract)

To: Arck London
Email: support@arcklondon.com

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

  • Order number:

  • Ordered on:

  • Received on:

  • Customer name:

  • Customer address:

  • Signature (if submitted on paper):

  • Date:

Contact Information

Email: support@arcklondon.com
Telephone: 0203 576 5032
Address: 100 Horizons Tower, 1 Yabsley Street, London, E14 9RG, United Kingdom