Terms of service

Last updated: 24 September 2026

1. Who we are

This website is operated by Arena Tiles and Bathrooms ("we", "us", "our"). We supply porcelain tiles, bathroom products, SPC flooring and tiling sundries. We are a supply-only business and do not carry out installation.

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

Our store is powered by Shopify, which provides the platform on which this website runs. Any purchase you make is made with Arena Tiles and Bathrooms, not with Shopify.

2. These terms

These terms apply to your use of this website and to every order you place with us. By using this website or placing an order you agree to them. Please read them before ordering.

These terms should be read alongside our Returns and Refund Policy and our Privacy Policy, both of which form part of your contract with us.

Nothing in these terms reduces or excludes your legal rights as a consumer. If any part of these terms conflicts with your statutory rights, your statutory rights prevail.

3. Your account

You must be at least 18 years old to place an order with us.

If you create an account, you are responsible for keeping your login details secure and for any activity on your account. You must give us information that is accurate and complete, and keep it up to date. You may not transfer or sell your account to anyone else.

4. Our products

We take care to describe and illustrate our products accurately, but please note:

• Colour and finish on screen. Tiles and bathroom products may look different on your screen depending on your device and its settings. We recommend ordering a sample before committing to a full order.
• Batch and shade variation. Tiles are manufactured in batches. Shade, size and surface finish vary between batches, and we cannot guarantee that a later order will match tiles supplied earlier. Please order your full quantity, including wastage, in one go.
• Quantities. Cuts, breakages and wastage are normal on any tiling job. We recommend ordering at least 10% more than your measured area. Working out the quantity you need is your responsibility, though we are happy to help if you send us your measurements.

We may change product specifications or discontinue products at any time, and may limit the quantity available to any customer or to any location.

5. Orders

When you place an order you are making an offer to buy. Your order is accepted, and a contract is formed, when we send you an order confirmation or dispatch the goods, whichever is earlier.

We may decline an order. Reasons include the product being unavailable, an error in the price or description, or our being unable to authorise your payment. If we decline or cancel your order we will tell you and refund any payment taken.

Please check your order carefully before submitting it. Once an order has been accepted we may not be able to change or cancel it, though your cancellation rights under section 8 are unaffected.

6. Prices and payment

Prices shown include VAT unless stated otherwise. Delivery charges are shown separately and calculated at checkout.

The price you pay is the price shown when you place your order, as set out in your order confirmation. Prices may change at any time before you order.

If we discover an error in the price of goods you have ordered, we will contact you to ask whether you want to continue at the correct price or cancel. If we cannot reach you, we will treat the order as cancelled and refund you in full.

Prices online may differ from prices in our showroom.

7. Delivery, risk and ownership

We deliver across the UK. Delivery times quoted are estimates. Unless we agree otherwise with you, we will deliver within 30 days of your order being accepted.

Larger orders are sent by pallet courier and delivered kerbside. Please make sure the delivery address is accessible and that someone is available to receive and check the delivery.

If you are a consumer, the goods are your responsibility from the time they are delivered to the address you gave us. If you are a business customer, risk passes when we hand the goods to the carrier.

Ownership of the goods passes to you once we have received payment in full.

Please inspect your delivery before signing for it and note any visible damage on the delivery note. Report transit damage within 48 hours, as set out in our Returns and Refund Policy.

If we miss a delivery deadline that we have agreed with you, and delivery by that date was essential, you may treat the contract as at an end and receive a refund.

8. Cancellation, returns and refunds

Returns are governed by our Returns and Refund Policy, which forms part of these terms. Please read it before ordering, as it sets out the conditions that apply, including the restocking fee on unwanted goods and which items cannot be returned.

If you are a consumer buying online, you have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in addition to anything in our Returns and Refund Policy. These do not apply to goods made or cut to your specification. To cancel, email us at info@arenatiles.co.uk.

Return shipping is arranged and paid for by the buyer. The return address is provided once a return has been authorised.

9. Faulty goods and your legal rights

If you are a consumer, the Consumer Rights Act 2015 gives you rights that we cannot exclude. Goods we supply must be as described, of satisfactory quality and fit for purpose. If they are not, you may be entitled to a repair, a replacement, or a refund, depending on the circumstances and how long you have had the goods.

If something is faulty, damaged or not what you ordered, contact us at info@arenatiles.co.uk and we will put it right. No restocking fee applies to faulty or incorrect goods.

We cannot accept a claim for shade, size or finish variation once tiles have been installed. Please check and dry-lay tiles from several boxes before any are fixed.

For more information about your rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.

10. Trade and business customers

If you are buying in the course of a business, you are a business customer. The consumer protections described in sections 8 and 9 — including the statutory 14-day cancellation right — do not apply to you, and our Returns and Refund Policy applies to your returns.

You confirm that you have authority to bind the business on whose behalf you are ordering. These terms, together with our Returns and Refund Policy, are the entire agreement between us, and you acknowledge that you have not relied on any statement or representation not set out in them.

11. Intellectual property

All content on this website — including text, images, graphics, video, product descriptions and the design and arrangement of the site — is owned by Arena Tiles and Bathrooms or our licensors and is protected by copyright, trade mark and other intellectual property laws.

You may use this website for your own personal or business purposes in connection with buying from us. You may not copy, reproduce, distribute, modify, republish or commercially exploit any part of it without our written permission.

"Arena Tiles and Bathrooms", our logo and our product names are our trade marks. You may not use them without our permission. Shopify’s name and logo are trade marks of Shopify. All other names and marks on the site belong to their respective owners.

12. Acceptable use

You may use this website for lawful purposes only. You must not:

• use the site for any unlawful, fraudulent or malicious purpose;
• infringe our intellectual property rights or those of anyone else;
• harass, abuse, threaten or defame our staff or any other person;
• submit false or misleading information, or impersonate anyone else;
• send unsolicited advertising or spam through the site;
• upload viruses or other malicious code;
• scrape, crawl, harvest or systematically extract data from the site;
• interfere with or attempt to circumvent the security of the site.

We may suspend or close your account if you breach these terms.

13. Reviews and other content you submit

If you submit a review, comment, photograph, suggestion or other content, you confirm that it is your own, that you have the right to share it, and that it is not unlawful, offensive or defamatory. You must disclose any incentive you received for it.

You give us permission to use, reproduce and display that content in connection with our business, including in marketing. We are not obliged to publish, keep or pay for anything you submit, and we may remove content we consider inappropriate.

14. Third-party links and tools

This website may link to, or give you access to, websites and tools operated by third parties. We do not control them and are not responsible for their content, accuracy or availability. Use them at your own risk and read their terms and privacy policies before you do.

15. Relationship with Shopify

Our store is powered by Shopify, which enables us to provide this website to you. Any sale or purchase you make is made directly with Arena Tiles and Bathrooms. Shopify is not responsible for any aspect of a sale between you and us, including any loss or damage arising from the products we supply.

16. Errors on the website

Occasionally the website may contain typographical errors, inaccuracies or omissions relating to descriptions, pricing, promotions, delivery charges or availability. We may correct these and update or cancel affected orders, including after an order has been submitted. Where we cancel, we will refund you in full.

17. Our liability to you

Nothing in these terms excludes or limits our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any matter for which it would be unlawful for us to exclude or limit liability, including your rights under the Consumer Rights Act 2015 and the Consumer Protection Act 1987.

If you are a consumer: we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for any loss arising from your use of the products in a business context.

If you are a business customer: we are not liable to you for loss of profit, loss of business, business interruption, loss of contracts or anticipated savings, or any indirect or consequential loss. Our total liability to you in connection with any order is limited to the price you paid for the goods in that order.

We do not accept liability for the way products are installed, for installation costs, or for consequential damage arising from installation, as we are a supply-only business and do not carry out or supervise installation work.

18. Events outside our control

We are not liable for delay or failure to perform caused by events outside our reasonable control, including supplier or manufacturing failures, carrier disruption, extreme weather, fire, flood, industrial action, or failures of public networks. If such an event occurs we will contact you as soon as possible and either agree a new delivery date with you or, if the delay is substantial, allow you to cancel and receive a refund.

19. Privacy

We handle your personal information in accordance with our Privacy Policy. Because the site is hosted by Shopify, Shopify also collects and processes information about your use of it.

20. Changes to these terms

We may update these terms from time to time. The version in force is the one published on this page when you place your order. We will give notice of material changes where the law requires it.

21. General

If any part of these terms is found to be unlawful or unenforceable, the rest remains in force.

If we do not insist that you do something you are required to do under these terms, or delay in taking action, that does not mean we have given up any right.

You may not transfer your rights or obligations under these terms without our written consent. We may transfer ours, and will tell you if we do.

This contract is between you and us. No other person has any right to enforce it.

22. Governing law

These terms are governed by the law of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country in which you live.

23. Complaints

If something has gone wrong, please contact us first at info@arenatiles.co.uk or on 020 3488 7454 and we will do our best to resolve it. If you are a consumer and we cannot resolve your complaint between us, you can seek advice from Citizens Advice on 0808 223 1133.