Refund policy
Returns, Exchanges & Cancellations
At ARK Naturals, every piece is shaped and finished by hand. We understand the time and care our artisans put into each product, and we hope every order finds a happy place in your home.
We accept eligible returns and offer one complimentary exchange per order. We want you to shop with confidence, and we kindly ask that you contact us before sending an item back so we can guide you through the process and help protect it during transit.
Returns
You may request a return within 7 calendar days of delivery.
To be eligible, an item must be unused, unwashed, dry and undamaged. Please return it with all included parts and in its original packaging. You may open the packaging to inspect the item, but it must not have been used.
Return collection is free for eligible returns within the UAE. We do not charge a return handling or restocking fee.
To request a return, contact us with your order number and the reason for the return. We’ll confirm eligibility and arrange the next steps.
If you return your full order, we’ll refund the product price and any standard delivery fee you paid. If you return only part of an order, any delivery fee paid for the original order will not be refunded.
Exchanges
We offer one complimentary exchange per order within 7 calendar days of delivery, provided the original item is unused, dry, undamaged and returned in its original packaging.
We’ll cover the collection of the original item and delivery of the exchanged item for this first exchange. If the new item costs more, you’ll need to pay the difference before we dispatch it. If it costs less, we’ll refund the difference to your original payment method or another agreed method.
Additional exchanges for the same order may be arranged at the customer’s courier cost.
Damaged, Incorrect or Faulty Items
We carefully check and pack orders before dispatch. If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible. Photos of the item and its packaging will help us review the issue and assist you promptly.
We’ll arrange the appropriate solution, such as a replacement or refund, in line with applicable consumer protection requirements. ARK Naturals will cover the related delivery costs for an approved damage, fault or fulfilment issue.
Natural differences in colour, texture, shape and firing marks are part of handmade terracotta. Moisture or “sweating” on unglazed terracotta water products can also be normal, as explained on the relevant product page. These disclosed characteristics are not considered faults. If you notice a crack, abnormal leak or another functional issue, please contact us so we can assess it.
Order Cancellations
You may cancel an order free of charge before it is dispatched. We’ll refund the amount paid, including any delivery fee, to your original payment method.
If the order has already been handed to the courier, please contact us and we’ll help arrange a return under the policy above.
Custom or personalised orders can be cancelled before work begins. Once production has started, they can’t be returned or exchanged for a change of mind. This does not affect your rights if a custom item arrives damaged, faulty or incorrect.
Refund Processing
Once we receive and inspect a returned item, we’ll let you know the outcome and process any approved refund within 5-7 business days. Your bank or payment provider may take additional time to show the refund in your account.
Refunds for card, Apple Pay, Tabby or Tamara orders will be handled through the original payment method where possible. For Cash on Delivery orders, we’ll contact you to arrange a suitable refund method. Refund in cash is not possible.
Contact Us
To request a return, exchange or cancellation, contact us with your order number:
Email: info@arknaturals.ae
WhatsApp: +971 52 880 3995
Nothing in this policy limits any rights you may have under applicable UAE law.