Returns & Refunds

We hope you are completely satisfied with your purchase from Arvelle Living. If you need to cancel an order, return an item or report a problem, please contact us as soon as possible through our Contact Us page.

Cancelling Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.

We will make every reasonable effort to stop the order before dispatch. If the order has already entered the delivery or fulfilment process, different cancellation or return arrangements may apply.

Your Right to Cancel

For most products purchased online, UK consumers have the right to cancel their order within 14 days after the day the goods are received, without giving a reason.

After notifying us of your cancellation, you will normally have a further 14 days to return the goods.

Certain products may be excluded from the standard cancellation right, including some goods made to the customer's specifications or clearly personalised. Where an exclusion applies, this will be made clear before purchase.

These rights are provided under the Consumer Contracts Regulations. Legislation.gov.uk

How to Request a Return

Please contact us through our Contact Us page before attempting to return an item.

Please provide:

Your order number
The product you wish to return
The reason for contacting us
Photographs where the item is damaged, faulty or incorrect

We will provide the appropriate return or collection instructions.

Please do not send products to our registered office. Our registered office is not a customer returns address.

Return Condition

If you are exercising your right to cancel, you should take reasonable care of the goods while they are in your possession.

You may inspect the product as you would reasonably be able to in a shop. If handling beyond what is necessary to establish the nature, characteristics and functioning of the goods reduces their value, we may be entitled to make an appropriate deduction from the refund. Legislation.gov.uk

Where possible, please retain the original packaging until you are satisfied with your purchase, particularly for large furniture and other bulky products.

Return & Collection Costs

Many Arvelle Living products are large, heavy or require specialist transport and therefore cannot be returned using standard postal services.

Where you exercise your right to cancel and the goods are not faulty, you may be responsible for the direct cost of returning the goods, where permitted by law and where you were informed of this before purchase.

Do not arrange your own return transport before contacting us. We will confirm the appropriate return method and any applicable collection or return cost before the return is arranged.

If an item is faulty, damaged or incorrect, different arrangements apply as explained below.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, is faulty or you receive an incorrect product, please contact us promptly with your order number and photographs or videos showing the issue.

Your statutory rights are not affected by any manufacturer or supplier warranty.

Under the Consumer Rights Act 2015, goods must meet the required legal standards. Where goods do not conform, consumers may have rights including rejection, repair or replacement depending on the circumstances and timing. The statutory short-term right to reject generally lasts 30 days. Legislation.gov.uk

We will work with you and, where appropriate, the relevant supplier or manufacturer to arrange the appropriate remedy.

Refunds

Once a return has been received, or appropriate evidence of return has been provided where applicable, we will process any refund due in accordance with your statutory rights.

For a valid cancellation under the Consumer Contracts Regulations, refunds must generally be made without undue delay and within the applicable 14-day statutory timeframe. Refunds are normally made using the same payment method used for the original transaction. Legislation.gov.uk

Where applicable, standard outbound delivery charges are refundable. Additional costs resulting from choosing an enhanced or more expensive delivery service than the least expensive standard option do not have to be refunded. Legislation.gov.uk

Please note that your bank or payment provider may require additional time for the refunded amount to appear in your account after it has been processed.

Large & Specialist Products

Some of our products, including large outdoor furniture, pergolas, fire features and outdoor wellness products, may require specialist delivery, collection or installation arrangements.

Because these arrangements can differ between products, please contact us before returning or arranging transport for any large item.

Any product-specific cancellation or return conditions that legally apply will be communicated where appropriate before purchase.