How do I return?
- Enter your order number (including “#AO…”) and email above, then click Start.
- Choose the item(s) to return and follow the on‑screen instructions.
- We’ll email you return instructions and the shipping address once your request is approved.
Your legal right to cancel (UK distance sales)
If you bought online/phone/mail as a consumer, you may cancel for any reason within 14 days of receiving the goods. After telling us you’re cancelling, you have another 14 days to send items back. We’ll refund you within 14 days of receiving either the goods or acceptable evidence that you’ve sent them back. Your statutory rights are unaffected.
• When you cancel under this right, we also refund the cost of standard outbound delivery (not enhanced delivery premiums).
• You are responsible for return postage on change of mind returns if we told you this before purchase (we do).
• We may make a diminished value deduction if items have been handled beyond what’s necessary to establish their nature, characteristics and functioning (like you would in a shop).
What items are returnable?
• Return within 30 days of receipt (our contractual window). Items received outside this window may be refused.
• Items must be unused, in original condition, with all labels/packaging.
• Promotional/free items included with your order must be returned if you’re returning the entire order.
Faulty items
If an item is faulty or not as described, email websales@arktis.co.uk. We’ll assess the issue and provide a return label if needed. Remedies are provided in line with the Consumer Rights Act 2015 (repair/replace/refund as applicable). Arktis covers return postage for faulty items (UK and international)
Are there any charges for return?
Change of mind (non fault) returns
• Return postage is at the buyer’s cost (unless we state otherwise).
• Exchanges: No additional outbound postage charge from us (local import fees may still apply outside the UK — these are set by your country’s customs).
Faulty items
• For UK orders, we supply a prepaid return label when required.
• For international orders, we cover reasonable return postage (or reimburse on proof).
If delivery is refused or rejected without telling us
If delivery is refused/rejected without a valid reason provided to the courier or Arktis, and the parcel is returned to us incurring customs/clearance/return carriage costs, we may deduct those direct third party costs actually incurred from your refund. To cancel, please notify us in writing at websales@arktis.co.uk.
Additional terms for international customers
Change of mind while the shipment is still in transit
If you ask us to intercept/recall a shipment already enroute, we will attempt this with the courier. If the courier or customs charge Arktis for recall/return, you are responsible for those direct third party costs (e.g., courier recall fees, customs/clearance). Any such direct costs may be deducted from your refund for the returned item(s). We do not deduct separate administration fees where you exercise your statutory 14 day cancellation right.
Parcels returned to us due to non payment of import charges or refusal without cancellation
If a parcel is returned to Arktis because import/VAT/handling charges were not paid or the parcel was refused without prior cancellation, any direct third party costs (return shipping, customs, clearance) charged to Arktis may be deducted from your refund. This does not affect your statutory rights.
How soon will I get my exchange/ refund?
Once your return is received and inspected, we will email you with the outcome.
• Refunds: Issued as soon as possible and no later than 14 days after we receive the goods back (or acceptable evidence of posting for cancellations). Our internal target is 10 working days.
• Exchanges: If your exact replacement is not available, we may offer a comparable substitute, refund, or store credit
Contact
Email: websales@arktis.co.uk
Address for returns: (provided in your return approval email)
