Last updated: October 2026
At Reviva Store, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains how to request a return, cancel an order or obtain a refund.
This policy applies to purchases made through our website and does not affect your statutory consumer rights under applicable UK law.
1. Right to Cancel Your Order
Under the Consumer Contracts Regulations 2013, UK customers generally have the right to cancel an online purchase within 14 calendar days of receiving their goods, without providing a reason.
If your order contains multiple items delivered separately, the cancellation period generally starts from the day you receive the final item.
To exercise this right, you must notify us of your decision to cancel within the applicable 14-day period. After notifying us, you have a further 14 days to return the goods.
Certain products may be excluded from the right to cancel for specific legal reasons, as explained below.
2. Return Conditions
When returning an item because you have changed your mind, please ensure that:
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The product is handled only as much as reasonably necessary to inspect its nature, characteristics and functioning.
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All accessories, instructions and components supplied with the product are included, where applicable.
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The original packaging is included where reasonably possible.
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The product is securely packaged to minimise the risk of damage during transit.
You may be responsible for any reduction in the product's value resulting from handling beyond what would reasonably be permitted in a shop, where applicable law allows such a deduction.
These conditions do not remove your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.
3. Cosmetics and Hygiene-Sensitive Products
For health protection and hygiene reasons, the statutory right to cancel may not apply to certain sealed products that are unsuitable for return once unsealed.
Where a product falls within this legal exception, we cannot accept a change-of-mind return after its protective seal has been broken following delivery.
This exception applies only to products that genuinely qualify under the applicable legal requirements. It does not remove your rights in relation to faulty, damaged or incorrectly described goods.
If you are unsure whether a cosmetic product or beauty tool qualifies for this exception, please contact us before returning it.
4. Faulty, Damaged or Incorrect Items
If your order arrives damaged, a product is faulty, you receive the wrong item or the product does not match its description, please notify us through the Contact page on our website.
Please include your order number, the name of the affected product and a description of the problem. Photographs may also help us assess the issue.
We will review the matter and explain the appropriate next steps, which may include a refund, replacement or another remedy available under applicable consumer law.
You will not be required to pay return costs where the law requires us to cover them.
Your statutory rights concerning faulty or misdescribed goods remain unaffected by this policy.
5. How to Request a Return
To request a return or cancel an order, please follow these steps:
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Visit the Contact page on the Reviva Store website.
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Submit your request with your order number and the details of the item concerned.
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Clearly state whether you wish to cancel your purchase, return an unwanted item or report a problem with your order.
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Wait for the relevant return instructions before sending the item back.
Please package the goods carefully and follow the return instructions provided. Do not send products to an address that has not been confirmed through the return process.
Contacting us does not replace the need to notify us within the applicable cancellation period when exercising your statutory right to cancel.
6. Return Shipping Costs
For change-of-mind returns, customers are responsible for the direct cost of returning the goods, provided this responsibility was communicated before the purchase and subject to applicable law.
For faulty, damaged or incorrectly supplied items, Reviva Store will arrange or cover the reasonable return costs where required by law.
We recommend keeping your proof of postage and any available tracking information until your return and refund have been completed.
7. Refund Processing
Once your return has been received, or acceptable evidence of return has been provided where applicable, we will process your refund in accordance with UK consumer law.
For eligible cancellations, refunds will generally include:
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The price paid for the returned goods.
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The original standard delivery charge where required by law, including where an entire order is cancelled.
If you selected a more expensive delivery option, we are generally only required to refund the cost of our least expensive standard delivery method.
Refunds will be issued using the original payment method unless you expressly agree otherwise. We will not impose a refund processing fee.
Where applicable, we will issue the refund no later than 14 days after receiving the returned goods or, if earlier, receiving evidence that they have been sent back.
Your bank or payment provider may require additional time to make the funds available in your account.
8. Sale Items and Promotional Purchases
Products purchased during sales, promotional offers or other discounts are subject to the same applicable statutory consumer rights as products purchased at their regular prices.
A discounted price does not remove your right to a remedy where goods are faulty, not as described or otherwise covered by applicable consumer protection law.
9. Your Statutory Consumer Rights
Nothing in this policy limits or excludes rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer protection legislation.
Depending on the circumstances, you may be entitled to reject faulty goods, request a repair or replacement, or receive a refund.
Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
10. Contacting Reviva Store
For assistance with a return, refund, cancellation or product issue, please use the Contact page available on our website.
When submitting a request, provide your order number and sufficient information for us to identify the purchase and understand the issue.
We will review your request and provide the relevant next steps in accordance with this policy and your statutory rights.