1. Your Right to Cancel
Under the UK Consumer Contracts Regulations, you may cancel all or part of an online order within 14 days of delivery by emailing hello@arktiles.co.uk and quoting your order number. Once cancelled you have another 14 days to get the goods back to us. Unused products returned in their original cartons and in resaleable condition qualify for a full refund of the item value.
Tip: If you placed your order before 1 pm and it has not yet been despatched, our team can usually stop it and refund immediately – although not guaranteed.
2. Amending an Order Before Despatch
Most paid-for orders leave our Coventry warehouse the same working day if placed before 13:00. To add or remove items after checkout you must ring 03305201804 or email us before 13:00 (Mon–Fri). After that cut-off we may already have loaded your pallet, so amendments become a return instead.
3. Returning Standard Stock
| Step | What to do | Key rules |
|---|---|---|
| 1) Notify us | Email returns@arktiles.co.uk within 14 days of delivery. | Provide order number and quantity you plan to send back. |
| 2) Re-pack | Keep tiles in the original branded cartons, packed upright on a pallet or in a sturdy box. | Returns that arrive broken or with torn sleeves cannot be resold and will not be credited. |
| 3) Arrange carriage | You may drop goods at our warehouse (free) or use any insured courier. | We strongly recommend pallet services that include loss/damage cover. |
| 4) Receive refund | Once the goods have passed inspection we refund the item value within 5 working days to the card or account used at checkout. | Delivery charges and return freight are non-refundable. |
3.1 Tile batch numbers
Because glaze shade can vary from kiln to kiln, we only accept cartons whose batch code matches current stock. Telephone our sales desk before booking a return and we’ll confirm whether your lot can be reshelved.
3.2 Quantity Responsibility & Surplus Materials
All tile, LVT, and laminate quantities are supplied based on the square metre measurements provided by the customer.
- Customers are responsible for ensuring all measurements and quantities are accurate prior to ordering.
- We strongly recommend allowing a minimum of 10% additional material for wastage, cutting, pattern alignment, and future repairs — particularly for custom or imported orders.
- Any surplus material remaining after installation is not eligible for return or refund, including where surplus arises from installer efficiency, layout variations, or conservative wastage assumptions.
- Ark Tiles cannot accept responsibility for over-ordering or under-ordering resulting from customer measurements or installer practices.
4. Faulty, Damaged or Incorrect Goods
Please inspect your delivery on arrival and note any obvious damage on the driver’s ticket. Hidden breakages or picking errors must be reported within 24 hours with photos. Where breakage exceeds our accepted allowance of 2 %, Ark Tiles will:
- Send free replacements (please note: next day delivery requests for replacements will be charged for ‘Next Day’ rate) or
- Credit the broken pieces if replacements are unavailable.
- Special-Order & Bespoke Items
Products shipped direct from the manufacturer or fabricated to your specification (e.g., cut-to-size slabs, colour-matched trims) are special order items. Because these items cannot be re-stocked, they are non-returnable and non-refundable unless faulty.
5. Non-Returnable Items (Custom & Special Orders)
The following items are non-returnable and non-refundable once an order has been confirmed:
- Products imported or sourced specifically for a customer.
- Special order products not held as UK stock.
- Items ordered directly from overseas manufacturers, including but not limited to Spain, Italy, and Belgium.
- Any products clearly communicated as custom, special order, or made-to-order at the time of purchase.
Once these orders have been placed with the manufacturer or entered the import process, they cannot be cancelled, amended, returned, or refunded under any circumstances.
6. Click & Collect Returns
Orders collected from Unit B2, Stag Industrial Estate, Coventry can be returned to the same address within 14 days. Bring your printed invoice or show the digital copy on your phone so we can process your refund promptly.
7. Refund Time-Scale & Method
- Inspection window:up to 48 hours after arrival at our warehouse.
- Payment:refunded to the original payment method only within 5 working days of acceptance.
- No refundfor goods deemed unsaleable (cracked tiles, incomplete boxes, adhesive, grout, levelling clips once opened).
8. Order Cancellation Window
- Cancellation requests must be submitted as soon as possible and no later than 5 hours after order confirmation, provided the order has not entered processing, production, dispatch, or import scheduling.
- Once an order has been processed or placed with a supplier or manufacturer, cancellation may no longer be possible.
- Where cancellation is approved after processing has commenced, Ark Tiles reserves the right to deduct any costs already incurred, including supplier charges, freight, handling, or administrative fees.
9. Items Fixed or Installed
Tiles or any tile products that have been fixed to a surface, cut, or otherwise altered are deemed accepted and cannot be returned/refunded. Always check shade, calibre, and suitability before fixing.
10. Need Help?
- Phone: 03305201804
- Email: hello@arktiles.co.uk
Our team is here to make sure your Ark Tiles purchase ends with perfect results—or a painless return when plans change.