Refund policy

At ArenaTreasures, we take pride in the quality products and your satisfaction is our top priority. If for any reason you're not completely satisfied with your purchase, we offer a straightforward and customer-friendly return and refund policy for our valued customers across the United Kingdom.

Note: This policy is offered in addition to your legal rights.

 

Right to Cancel

You may request to cancel your order within 14 days of placing it. However, refunds depend on the order status at the time of cancellation:

  • Before Processing
    If your order has not yet been processed, you are eligible for a full refund.
  • After Processing / In Transit
    If your order has already been processed or dispatched, a 50% refund of the order value will be issued.
    This is because fulfillment and logistics costs have already been incurred.

Once your order has been delivered, it is no longer eligible for cancellation.

How to Cancel

To request a cancellation, you can:

  • Complete our Cancellation Form (available upon request)
  • Email us at: info@arenatreasures.com

  • Write to us at: UNIT 2A 17/F GLENEALY TOWER NO.1 GLENEALY CENTRAL
    HONG KONG

Please include your order number and request details so our team can process your cancellation efficiently.

30-Day Money Back Guarantee

You are entitled to return your item within 30 days of receiving it, subject to the conditions outlined below. This applies to both defective and non-defective products.

Return Shipping Costs

If the return is caused by the consumer, consumer is responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
 

Incorrect Address & Refused Delivery

Customers will not be eligible for a full refund if an order is undelivered due to an incorrect shipping address provided at checkout or if the delivery is refused at the destination. In such cases, a reshipment fee will be charged to resend the order to the correct address.

Exchange Policy

We currently do not offer exchanges. If you wish to exchange an item, we recommend placing a new order for the desired product and then requesting a return and refund for the original item. When doing so, please mention clearly that the return is due to an exchange request.

How to Initiate a Return

  1. Contact our Customer Support Team: Email us to initiate the return process at info@arenatreasures.com
  2. Prepare the Package: Our support team will provide return instructions and the return address.
    You must pack the item securely as instructed.
  3. Send Your Return by Mail: We only accept returns by mail.
    Return labels are not provided; customers are responsible for shipping the item back using their preferred carrier.

Return Address Requirement

Please note that returns must only be sent to the return address provided by our support team. Since we ship from multiple warehouses, the return address may vary depending on the order. To ensure your return is processed smoothly, kindly contact us before sending any item back so we can provide you with the correct return instructions.

Refused Deliveries & Incorrect Address

If a customer refuses to accept delivery of an order, or provides an incorrect or incomplete shipping address at the time of purchase, the order may not be eligible for a full refund.
Any applicable shipping, handling, or return-to-sender costs incurred will be deducted from the refund amount.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, a refund will be issued to your original payment method.
Please allow up to 10 days from the approval date, depending on your bank or payment provider’s processing times.

Contact Us

If you have any inquiries or need assistance, feel free to reach out to us using the contact information provided below:

  • Email Address: info@arenatreasures.com
  • Store Name: Arena Treasures
  • Physical Address: Valenciaa Ventures LIMITED 
    UNIT 2A 17/F GLENEALY TOWER
    NO 1 GLENEALY CENTRAL
    HONG KONG

Open Hours:
Monday to Friday 09:00 AM - 4:00 PM (GMT+1)
Saturday & Sunday: 10:00 AM – 02:00 PM (GMT+1)

Response Time: Please allow up to 6 hours for email responses on weekdays and up to 12 hours on weekends due to reduced staffing.