Refund policy

Return and refund policy

Thank you for shopping with The Ark Haven. Please review our return, refund and cancellation policy carefully before placing an order.

1. All sales are final

All purchases made through The Ark Haven are final and non-refundable for change-of-mind reasons.

We do not accept returns, refunds or exchanges solely because a customer:

Changes their mind after purchasing.
Orders the wrong product, size, colour, quantity or variant.
No longer needs or wants the product.
Finds the same product at a lower price elsewhere.
Makes a purchase in error.

Customers are responsible for reviewing product descriptions, specifications, photographs, compatibility and other relevant details before completing their purchase.

2. Non-refundable items

The following items are not eligible for change-of-mind returns, refunds or exchanges:

Pre-loved and second-hand products: Items sold with clearly disclosed signs of wear, cosmetic imperfections, previous usage or other stated conditions.
Skincare, beauty and personal care products: Products that have been opened, used or had their hygiene seals removed.
Hygiene-sensitive products: Items that cannot reasonably be resold after opening or use for hygiene or safety reasons.
Table tennis equipment and accessories: Products that have been used, altered, cut, glued, assembled or otherwise modified after purchase.
Services: Completed services, including table tennis rubber-pasting services.

These restrictions apply to discretionary returns and do not exclude remedies required under applicable consumer protection laws.

3. Faulty, damaged or incorrect products

We take reasonable care to ensure that products are accurately described and supplied in their stated condition.

If you receive a product that is damaged, defective, incorrect or materially different from its description, please contact us as soon as reasonably possible at thearkhavenhq@gmail.com.

Please provide:

Your order number.
The product name.
A description of the issue.
Clear photographs or videos showing the issue, where applicable.
Photographs of the packaging, where relevant.

Each claim will be reviewed individually. We may require additional information or undertake further verification before determining the appropriate resolution.

Where a product does not conform to the contract or applicable consumer protection laws, we will provide an appropriate remedy as required by law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

Normal wear and tear, damage caused by misuse, and imperfections accurately disclosed before purchase do not automatically qualify as product defects.

4. Returns and return shipping

The Ark Haven does not accept discretionary returns.

Customers must not send products back without first contacting us and receiving return instructions.

If a return is necessary to resolve a verified product issue or fulfil a legal obligation, we will provide instructions on how and where to return the product.

Any applicable return shipping arrangements and costs will be communicated before the return is made and handled in accordance with applicable consumer protection laws.

Unauthorised returns may not be accepted.

5. Refund processing

The Ark Haven does not provide refunds for change-of-mind purchases.

Refunds will only be considered where required by applicable law or otherwise expressly authorised by The Ark Haven.

Where a refund is approved or legally required, it will ordinarily be issued to the original payment method, subject to the requirements of the payment provider and applicable law.

The time taken for funds to appear in the customer's account may vary depending on the payment method and financial institution.

6. Order cancellations

Orders are final once placed, and cancellation requests are generally not accepted, including before dispatch.

Customers should carefully verify their order details before completing payment.

Exceptions may apply where The Ark Haven is unable to fulfil an order, where an order cannot be dispatched within the applicable timeframe, or where cancellation rights are required by law.

Where relevant, customers will be informed of their available options in accordance with applicable consumer protection requirements.

7. International orders

This policy applies to purchases made through The Ark Haven, including orders delivered internationally, subject to applicable local laws.

Processing times, delivery estimates and shipping arrangements may vary depending on the product and delivery destination.

Customers should review the relevant product and shipping information before ordering.

If an order cannot be fulfilled or dispatched within the applicable timeframe, we will communicate the available options in accordance with applicable consumer protection laws.