This policy explains the cancellation, return and refund arrangements for eligible online purchases made from Arches Antiques through archesantiques.shop.

1. Your Right to Cancel an Online Order

For eligible online purchases, you may notify us that you wish to cancel within 14 days of receiving the goods. You do not need to provide a reason for exercising an applicable statutory cancellation right.

After notifying us of the cancellation, the goods should normally be returned within the following 14 days.

2. How to Request a Return

Email support@archesantiques.shop before returning an item.

Please include:

• your order number;
• the product you wish to return;
• the reason for the return where relevant;
• photographs where an item is faulty, damaged or incorrectly supplied, where practical;
• your preferred return method if you need assistance arranging the return.

Please wait for our return instructions before sending or bringing the item back.

3. Return Condition

Returned goods should be handled with reasonable care. Customers may inspect an item in the same way they reasonably could in a physical shop.

Where practical, please return the product with any accessories, components or packaging supplied with it. Where permitted by law, a refund may be reduced if the value of the product has been diminished by handling beyond what is reasonably necessary to inspect it.

4. Product Condition and Decorative Finishes

Products sold through our online store are offered as new unless an individual product listing clearly states otherwise.

Some products may feature vintage-inspired, antique-style, distressed, aged, patinated, handcrafted or decorative finishes as part of their design. These visual characteristics do not by themselves mean that the item has previously been used.

Please review each product description, photographs, dimensions and finish information before placing an order.

5. Change-of-Mind Return Postage

For an eligible change-of-mind return, the customer is responsible for arranging and paying the return postage.

We recommend using a suitable delivery service and retaining proof of postage or other evidence that the return has been sent.

6. Faulty, Damaged, Misdescribed or Incorrect Goods

If an item is faulty, arrives damaged, is materially misdescribed or you receive the wrong product, please contact us promptly before returning it.

We will provide appropriate return instructions and a remedy in accordance with applicable consumer law. This may include a refund, repair, replacement or another remedy where applicable.

Nothing in this policy limits statutory rights relating to faulty or misdescribed goods. UK consumer law provides separate rights for faulty goods beyond the normal change-of-mind cancellation period.

7. Return by Mail

Returns may be sent by mail after you have contacted us and received the appropriate return instructions.

Please package products carefully so they are adequately protected during transport. This is particularly important for glass, ceramic, metal and other fragile decorative items.

Retain proof of postage or handover until the return and refund have been completed.

8. In-Person Returns

An in-person return may be arranged at our business location where appropriate.

Please contact us before travelling so that we can confirm the return arrangement. Do not assume that a return can be handed over without prior confirmation.

Our business address is:

9. Refund Method

Approved refunds are normally returned to the original payment method used for the order.

We may request information reasonably necessary to identify the transaction before processing the refund.

10. Refund Processing Time

We aim to process approved refunds within 5–10 business days.

Where a statutory deadline applies, the refund will be handled within that applicable deadline. For eligible distance-selling cancellations, applicable UK rules may require the refund to be made within 14 days of receiving the returned goods or relevant evidence of return.

Your bank, card issuer or payment provider may require additional time to display the funds after the refund has been issued.

11. Original Delivery Charges

UK standard delivery is currently free on every order.

Where applicable consumer law requires the refund of an original standard-delivery charge, that requirement will be followed. Because our current UK standard delivery is free, there is normally no standard-delivery charge to refund.

12. Exchanges

We do not offer a standard exchange service for change-of-mind returns. Where a return is accepted, the normal process is to refund the eligible returned product and allow the customer to place a new order if they wish.

This does not affect any statutory right to a repair, replacement or other remedy where goods are faulty or otherwise do not conform to applicable consumer law.

13. Exceptions to Cancellation Rights

Certain products or circumstances may be excluded from statutory change-of-mind cancellation rights where the law provides an exception.

Any exclusion will be applied only where legally permitted. These exceptions do not remove rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

14. Proof of Purchase

We may ask for your order number, confirmation email or other reasonable evidence of purchase so that we can identify the transaction and process your request correctly.

Contact Information

---

This page forms part of the policies of Arches Antiques. Nothing in this policy limits any mandatory consumer rights that apply under law.