Refund policy

ruvli.com 

Returns from UK customers are handled at our UK returns address, shown in section 8 below.

1. Our returns policy If something isn't quite right, you have 30 days from delivery to send your items back for a full refund. We just ask that items are returned unused, unaltered, and with their tags and packaging. To return, follow the steps in section 3 below. This 30-day window is in addition to your statutory rights under UK consumer law, which are not affected.

2. What can't be returned For hygiene reasons, some items can't be returned — for example underwear, socks, or swimwear if the hygiene seal is missing or broken. Personalised or customised products are also non-returnable, unless they arrive damaged or faulty, in which case your full statutory rights apply.

3. How to return your items To cut down on wasted paper, returns are handled online — there's no label in the box. You generate a pre-paid label in our portal and choose a drop-off that suits you.

  1. Go to our Returns Portal (have your order number handy).
  2. Select the items you're returning and the reason — it helps us improve.
  3. Pick a return method: DPD, Collect+, InPost, Evri Parcel Shop, UPS, Royal Mail, or Evri Home Collection.
  4. Print and attach your label. No printer? Choose one of the printer-less options shown in the portal.
  5. Drop off at your chosen location, or book a collection.

4. InPost returns Most lockers are available 24/7. Use the postcode finder in the portal to locate one near you, and check there's space before you go.

  1. Select InPost in the portal to generate your QR code.
  2. At the locker or shop, scan or show the QR from your phone (choose a locker size if prompted).
  3. Place the parcel in the locker, or hand it to staff.

Timing: InPost aims to deliver returns within 3–6 working days. You can track the parcel from the portal.

5. Refunds Once your return reaches our warehouse, refunds are processed within 30 days, to your original payment method. If tracking shows "returned to HUB", your parcel has reached the sorting facility (Rebound) and may take up to 30 days to reach us. If it's been longer than that, contact us and we'll look into it.

6. Tracking your return We'll email you updates as your return progresses. You can also check its status anytime in the Returns Portal.

7. Multiple orders Returning more than one order? Please create a separate return in the portal for each order number. Multiple orders sent in a single parcel can't be accepted or processed together.

8. Exchanges We don't currently offer exchanges. If you'd like a different size, colour, or style, please place a new order once your refund has been issued.

9. Return address RUVLI — Returns 164 Hamilton Rd, Norwood, London, SE27 9SF, United Kingdom

Please include your order number (and the portal RMA/reference, if provided) inside the parcel.

10. Need help? Email contact@ruvli.com with your order number and a brief summary of the issue, and we'll get back to you as soon as we can.

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