Refund policy

Last updated: 1 August 2026

This policy applies to all orders placed with Arena Tiles and Bathrooms. Please read it before ordering, particularly the section on ordering tiles. Nothing in this policy affects your statutory rights.

Faulty, damaged or incorrect items

If an item arrives damaged or faulty, or is not what you ordered, we will replace it or refund you in full. No restocking fee applies.

• Check your delivery before signing for it. Pallet deliveries must be inspected on arrival — if there is any visible damage, note it on the delivery note before you sign. Damage signed for as received in good condition is very difficult to claim for afterwards.
• Report transit damage within 48 hours of delivery by emailing info@arenatiles.co.uk with photographs of the goods and the packaging.
• Report manufacturing faults as soon as they are discovered.
• Return shipping is arranged and paid for by the buyer. Where the fault or damage is confirmed on inspection, we will reimburse your reasonable return carriage cost along with your refund.

Returns — unwanted goods

We accept returns of unwanted goods within 30 days of delivery, subject to the conditions below.

• A 30% restocking fee applies to all returns.
• Return shipping is arranged and paid for by the buyer. We do not issue return labels and we do not arrange collection.
• The return address will be provided by Arena Tiles once your return has been initiated and authorised. Items sent back to us without prior authorisation will not be accepted.
• Goods must be unused and returned in full, unopened boxes in their original packaging.
• Original delivery charges are not refunded.
• Goods remain your responsibility until they reach us. Please pack them securely — we recommend a tracked or insured service, as we cannot refund items that are lost or damaged on their way back to us.

How to start a return

1. Email info@arenatiles.co.uk within 30 days of delivery with your order number, the product and quantity you wish to return, and photographs of the goods and packaging.
2. We will confirm whether the return is authorised and provide you with the return address and a return reference.
3. Send the goods back, at your cost, within 14 days of authorisation, quoting the return reference.

Refunds

Refunds are issued after the returned goods have been received and inspected. Once the return is approved we will process your refund within 5 working days to your original method of payment, less the 30% restocking fee and less any deduction for goods returned in a condition other than as sold. Your bank or card issuer may take a further few days to post the funds to your account.

If more than 15 working days have passed since we approved your return, please contact us at info@arenatiles.co.uk.

Non-returnable items

• Cut-to-size, made-to-measure, bespoke and special-order products
• Opened or part boxes of tiles
• Tiles that have been cut, drilled, fixed or installed
• Opened adhesives, grouts, sealants and other consumables
• Clearance and end-of-line products
• Gift cards

Exchanges

The quickest way to get the product you want is to return the item you have under the terms above and place a separate order for the replacement.

Ordering tiles — please read before you order

• Order at least 10% extra. Cuts, breakages and wastage are normal on every tiling job. We recommend ordering at least 10% more than your measured area. Shortfalls are the buyer’s responsibility.
• Shade and batch variation. Tiles are manufactured in batches, and shade, size and finish vary between batches. We cannot guarantee that a later top-up order will match tiles already supplied. Please order your full quantity in one go.
• Check before fixing. Inspect the tiles and dry-lay a selection from several boxes before any are fixed. Once tiles have been installed we cannot accept a claim for shade, size or finish variation.
• Keep your spare tiles and offcuts from the same batch for future repairs.

Contact

Arena Tiles and Bathrooms
5 Mark Road, Hemel Hempstead, Hertfordshire, HP2 7BN
Email: info@arenatiles.co.uk
Phone: 020 3488 7454