Refund policy
RETURN & REFUND POLICY
Last updated: 23 September 2026
At Rivenor Velow, we want you to shop with confidence. This Return & Refund Policy explains your rights when purchasing goods from rivenorvelow.store, including your statutory rights under UK consumer law.
Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer protection legislation.
1. Your Right to Cancel an Online Order
If you are a consumer purchasing goods online, you generally have the legal right to cancel your order without giving a reason.
You must inform us that you wish to cancel within 14 days from the date you receive the goods.
If an order contains multiple items delivered separately, the cancellation period will normally begin when you, or a person nominated by you, receives the final item from that order.
After informing us of your decision to cancel, you have a further 14 days to return the goods.
To exercise your right to cancel, contact us at:
Email: costumer@rivenorvelow.store
Website: rivenorvelow.store
Your communication must clearly state that you wish to cancel the contract. You do not need to provide a reason.
2. Returning an Item After Cancellation
Once you have notified us that you wish to cancel your order, the goods must be sent back within 14 days.
Return instructions and the appropriate return address will be provided when you contact our customer service team.
Unless the goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, the customer is responsible for the direct cost of returning the goods.
We recommend using a tracked postal service and retaining proof of postage until your return has been completed.
3. Condition of Returned Goods
You are entitled to inspect and handle goods in the same way that you reasonably would in a physical shop.
For example, clothing may normally be tried on to determine its fit and appearance.
You are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where legally permitted, we may make an appropriate deduction from your refund if the value of the goods has been reduced because of excessive handling, wear, damage or use while in your possession.
Please take reasonable care of all products while they are in your possession.
Where possible, products should be returned with their original packaging, labels, accessories and any items supplied with the product.
Your statutory rights are not dependent solely upon retaining the original packaging.
4. Refunds for Cancelled Orders
Where you validly exercise your statutory right to cancel, we will reimburse payments received from you for the affected goods.
Where applicable, this will also include the cost of our least expensive standard delivery option offered for your order.
If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
We may withhold reimbursement until:
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we receive the returned goods; or
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you provide satisfactory evidence that the goods have been sent back,
whichever occurs first.
Once the relevant conditions have been satisfied, refunds will be processed without undue delay and within the period required by applicable UK law.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method.
You will not be charged a fee by Rivenor Velow for receiving a statutory refund.
Please note that your bank, card provider or payment service may require additional processing time before the refunded amount appears in your account.
5. Faulty, Damaged or Misdescribed Goods
UK consumers have statutory rights where goods are:
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faulty;
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damaged;
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not of satisfactory quality;
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not fit for their intended or agreed purpose; or
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not as described.
These rights are separate from the 14-day cancellation right for online purchases.
Where goods do not conform to the contract, please contact:
Please include your order number and a description of the problem. Photographs may help us assess the issue more quickly but will not be used to unlawfully restrict your statutory rights.
Short-Term Right to Reject
Under the Consumer Rights Act 2015, consumers will normally have a 30-day short-term right to reject goods that do not meet the required legal standards.
Where the statutory requirements are satisfied, you may be entitled to reject the goods and receive a refund.
After the First 30 Days
After the short-term right to reject has expired, you may normally be entitled to request a repair or replacement where goods do not conform to the contract.
Where a repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may have a right to an appropriate price reduction or a final right to reject the goods, subject to applicable law.
Faults Within Six Months
Where a fault becomes apparent within the first six months after delivery, UK consumer law generally provides additional protection regarding whether the fault was present when the goods were supplied.
Nothing in this policy removes any remedy available to you under the Consumer Rights Act 2015.
6. Return Costs for Faulty or Incorrect Goods
If goods are validly rejected because they are faulty, not as described or otherwise fail to comply with your statutory rights, Rivenor Velow will bear the reasonable costs of returning the goods where required by law.
Please contact us before arranging the return so that we can provide the appropriate return instructions.
7. Incorrect Items
If you receive an item different from the item you ordered, please contact us as soon as reasonably possible at:
Where we have supplied the wrong goods, we will provide an appropriate remedy in accordance with UK consumer law and will not require you to bear reasonable return costs resulting from our error.
8. Items Damaged During Delivery
If your parcel or product arrives damaged, please contact us as soon as reasonably possible.
Where goods are damaged before they come into your physical possession, your statutory consumer rights remain unaffected.
Providing photographs of the parcel and damaged product can assist us in investigating the issue with the delivery provider.
9. Exceptions to the Right to Cancel
The statutory right to cancel a distance contract does not apply to certain categories of goods in circumstances specified by UK law.
Examples may include:
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goods made to the consumer's specifications or clearly personalised;
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goods which are liable to deteriorate or expire rapidly;
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sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed; and
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certain sealed audio, video or computer software products once unsealed.
For hygiene-sensitive products, including certain jewellery or other sealed personal-use products, an exception will only be applied where the legal requirements for that exception are satisfied.
These exceptions do not remove your statutory rights where goods are faulty, damaged, not as described or otherwise not in conformity with the contract.
10. Earrings and Hygiene-Sensitive Products
Where earrings or another hygiene-sensitive product are supplied in sealed packaging and are not suitable for return for genuine health protection or hygiene reasons, the statutory change-of-mind cancellation right may cease once that seal has been broken.
This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.
11. Personalised Products
Products made specifically to your requirements or clearly personalised may be exempt from the statutory change-of-mind cancellation right.
Where a personalised product is faulty, damaged, not as described or does not otherwise comply with UK consumer law, your statutory rights remain unaffected.
12. Sale and Promotional Items
Products purchased during a sale, promotion or with a discount have the same statutory consumer rights as products purchased at full price.
We will not refuse a remedy required by law solely because an item was purchased at a reduced price.
Where an item was explicitly discounted because of a particular defect that was clearly brought to your attention before purchase, your rights in relation to that disclosed defect may differ.
13. Exchanges
Where available, we may allow customers to exchange eligible items for another size, colour or product.
An exchange service offered by Rivenor Velow is additional to, and does not replace, your statutory rights.
Availability of replacement products cannot be guaranteed.
If the requested replacement is unavailable, another appropriate remedy may be offered or provided where required by law.
14. Refused or Uncollected Parcels
Refusing delivery or failing to collect a parcel does not necessarily constitute valid notification that you are exercising your statutory right to cancel.
To avoid delays, please contact us directly at:
and clearly state that you wish to cancel the order.
Any deductions or return charges will only be applied where permitted by applicable law.
15. Returned Parcels Lost in Transit
Customers returning goods because they have changed their mind are strongly encouraged to use a tracked service and retain proof of postage.
Where we are legally responsible for the return or have provided a prepaid return method, responsibility will be determined in accordance with applicable UK consumer law and the agreed return arrangements.
16. Refund Processing
Once a refund has been authorised, Rivenor Velow will issue it in accordance with the applicable statutory time limits.
The time required for the funds to appear after we issue the refund may vary depending on your bank, card issuer or payment provider.
Rivenor Velow has no control over processing times imposed by third-party financial institutions.
17. Proof of Purchase
We may ask for reasonable proof that the goods were purchased from Rivenor Velow.
Suitable evidence may include:
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an order confirmation;
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an order number;
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an email receipt;
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payment records; or
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other reasonable evidence showing that the purchase was made from us.
This requirement will not be applied in a manner that unlawfully restricts a consumer's statutory rights.
18. Statutory Rights
This policy is intended to operate alongside your legal rights and not instead of them.
Under the Consumer Rights Act 2015, goods supplied by a trader must, among other requirements, be:
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of satisfactory quality;
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fit for purpose; and
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as described.
Consumers may have rights to rejection, refund, repair, replacement or price reduction depending on the circumstances.
Nothing in this Return & Refund Policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted.
19. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes to our operations, business practices or applicable legislation.
Any updated version will be published on rivenorvelow.store together with its revised effective date.
Changes will not retrospectively remove statutory rights that already apply to an existing purchase.
20. Contact Us
For questions regarding cancellations, returns, refunds, faulty products or your consumer rights, contact:
Rivenor Velow
Website: rivenorvelow.store
Email: costumer@rivenorvelow.store
Please include your order number where available so that we can locate your order efficiently.
Rivenor Velow – United Kingdom Return & Refund Policy
This policy should be read together with our Terms of Service, Shipping Policy, Privacy Policy and other applicable store policies.