Returns Policy

Last updated: June 2026

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of delivery without giving a reason, provided the item has not been installed or used.

To exercise your right to cancel, contact us at hello@arcticandember.co.uk within 14 days of receiving your order.

2. Conditions for Returns

To be eligible for a return:

• The item must be unused and in its original packaging
• The item must not have been installed
• You must contact us within 14 days of delivery
• You must provide proof of purchase

3. Items That Cannot Be Returned

• Items that have been installed or used
• Bespoke or custom-built items made to your specification
• Items damaged due to misuse or improper installation
• Items returned without prior authorisation from Arctic & Ember

4. Return Shipping

Due to the size and weight of our products, return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied. We recommend using a tracked and insured courier service. We are not responsible for items lost or damaged in transit on return.

5. Faulty or Damaged Items

If your item arrives damaged or develops a fault within the warranty period, contact us immediately at hello@arcticandember.co.uk with photos and a description of the issue. We will arrange a replacement, repair, or refund at no cost to you.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 days to your original payment method. Original delivery charges are non-refundable unless the item is faulty.

7. Exchanges

If you would like to exchange a product, please contact us to discuss options. Exchanges are subject to product availability and may incur additional delivery charges.

8. Contact Us

For all returns and refund enquiries, please contact us at hello@arcticandember.co.uk. We aim to respond within one business day.