Refund policy
This policy applies to all orders on ruvli.com, operated by Vumra Commerce Ltd (company no. 16707665, England and Wales), trading as Ruvli. All returns, from the UK and from other countries, go to our UK returns address in section 10.
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, wherever you live. We just ask that items are returned unused, unaltered, and with their tags and packaging. This 30-day window is in addition to your legal rights under the consumer law of your country, which are not affected (see section 9).
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. These exclusions do not apply if an item arrives damaged, faulty or incorrect; in that case your full legal rights apply.
3. How to return: UK customers
To cut down on wasted paper, UK 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.
- Go to our Returns Portal (have your order number handy).
- Select the items you're returning and the reason. It helps us improve.
- Pick a return method: DPD, Collect+, InPost, Evri Parcel Shop, UPS, Royal Mail, or Evri Home Collection.
- Print and attach your label. No printer? Choose one of the printer-less options shown in the portal.
- Drop off at your chosen location, or book a collection.
InPost returns: Most lockers are available 24/7. Use the postcode finder in the portal to find one near you, and check there's space before you go. Select InPost in the portal to get your QR code, scan it at the locker or shop, then place the parcel in the locker or hand it to staff. InPost aims to deliver returns within 3–6 working days, and you can track the parcel in the portal.
4. How to return: customers outside the UK
- Email contact@ruvli.com with your order number, the items and the reason. We reply within 2 business days with your return reference.
- Send the parcel to our UK returns address (section 10) within 14 days of contacting us. Use a tracked service and keep your receipt.
- Mark the customs form as "Returned goods" so that no import charges are made on our side.
5. Return shipping costs
- UK: use the pre-paid label from our portal.
- Outside the UK, change of mind: you pay the return shipping cost.
- Anywhere, faulty, damaged or wrong item: we pay. We send a label or refund your postage.
- If return postage would cost more than the item, we may refund you without asking for the item back.
6. Refunds
We refund you within 5 days of your return reaching our warehouse, to your original payment method. Your bank may take 5–10 more business days to show the money.
- If you return your whole order within 14 days of delivery, we also refund the standard shipping cost you paid.
- For faulty, damaged or wrong items, we refund the item and all shipping costs.
- Import duties or taxes you paid to your country's customs are not collected by us. They can often be reclaimed from your customs office or carrier, and we'll send you documents to help.
- If tracking shows "returned to HUB", your parcel has reached our sorting facility (Rebound) and may take up to 30 days to reach us. If it's been longer, contact us and we'll look into it.
7. Tracking your return and multiple orders
We'll email you updates as your return progresses, and UK customers can check status anytime in the Returns Portal. Returning more than one order? Please create a separate return for each order number. Orders combined in one parcel can't be 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. Your legal rights by country
Our 30-day window is longer than the legal minimum in every country we ship to.
- UK: 14-day right to cancel (Consumer Contracts Regulations 2013); 30-day right to reject faulty goods (Consumer Rights Act 2015).
- EU, Iceland, Liechtenstein, Norway: 14-day right of withdrawal without giving a reason; 2-year legal guarantee for faulty goods. You can use the model withdrawal form below.
- Australia: consumer guarantees under the Australian Consumer Law.
- New Zealand: Consumer Guarantees Act 1993.
- South Korea: 7-day right of withdrawal; we accept 30 days.
- Israel: 14-day right to cancel; we charge no cancellation fee.
- All other countries: the mandatory consumer laws of your country.
10. Need help?
Email contact@ruvli.com with your order number and a short summary of the issue. We reply within 2 business days.
Vumra Commerce Ltd (company no. 16707665), trading as Ruvli
Model withdrawal form (EU, EEA and UK customers)
Complete and return this form only if you wish to withdraw from the contract.
To: Vumra Commerce Ltd (Ruvli), 164 Hamilton Rd, Norwood, London, SE27 9SF, United Kingdom, contact@ruvli.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ______
Ordered on / received on: ______
Name and address of consumer(s): ______
Signature (only if sent on paper): ______
Date: ______
