Terms of service

About us

The website ruvli.com is operated by Vumra Commerce Ltd, a company registered in England and Wales (company no. 16707665), trading as RUVLI ("RUVLI", "we", "us" or "our"). Our address for returns and correspondence is 164 Hamilton Rd, Norwood, London, SE27 9SF, United Kingdom. Email: contact@ruvli.com. Phone: +44 7459 920019.

Application of these Terms

These terms and conditions ("Terms") apply to all orders for products sold on our website ("Products"), placed by customers in any country we deliver to. Our Shipping Policy, Returns & Refunds Policy and Privacy Policy form part of these Terms.

1. Where we sell

We deliver to the countries listed in our Shipping Policy, including the United Kingdom, Europe, the United States, Canada, Australia, New Zealand and selected countries in Asia and the Middle East. We cannot accept orders for delivery to other countries; if one is placed by mistake, we will cancel it and refund you in full.

2. Orders

A product's true colour may not exactly match what is shown on your screen or in our marketing, and packaging may differ slightly. To order, you must be at least 18 years old, or the age of legal majority in your country if that is higher.

We may send an order acknowledgement after we receive your order; this is not acceptance. Acceptance happens only when we email you confirmation of acceptance or dispatch, and at that point a contract is formed between you and us.

If we cannot accept or supply any Products (for example, out of stock, a payment problem, or a price or description error), we will tell you. If you have already paid, we will refund the order or the affected Products in full.

3. Price and currency

Prices are set in British pounds (GBP, £). If our website shows prices in your local currency, they are converted from GBP for your convenience. Your card issuer may apply its own exchange rate and fees, which we do not control.

Prices for orders delivered in the United Kingdom include VAT. Delivery charges are shown at checkout before you pay; see our Shipping Policy.

If, before dispatch, we find that the correct price is higher than shown, we will contact you so you can choose to continue at the correct price or cancel. If an obvious pricing error was processed, we may end the contract, refund what you paid, and ask you to return any Products supplied. Prices, discounts and promotions may change without notice, but changes never affect orders already accepted.

4. Import duties and taxes

Orders delivered outside the United Kingdom may be charged import duties, VAT, GST or customs fees by the destination country. Unless these charges are shown and collected at checkout, they are not included in our prices or delivery costs and are paid by the recipient to the carrier on delivery. You are responsible for checking whether the Products may be imported into your country.

If you refuse to pay these charges and the parcel is returned to us, we will refund the price of the Products minus the original delivery cost and any return charges we are billed by the carrier.

5. Payment

Accepted payment methods are shown at checkout. Payment is taken when the order is placed, including for pre-orders. Discount codes and gift cards may have extra terms or exclusions, which are shown with them.

6. Delivery

Your order may arrive in more than one parcel. Delivery costs, destinations and estimated times are set out in our Shipping Policy. For pre-orders, any lead time shown is an estimate.

A signature may be required depending on the destination or delivery method. If the carrier cannot deliver, they will leave a note or contact you to rearrange delivery or arrange collection. If delivery fails and you do not rearrange or collect, the Products may be returned to us and we may end the contract. We will refund the price paid but may deduct the original delivery cost and the carrier's return fees.

Delivery is complete when the Products reach the address you gave us (or a person or place you chose, such as a neighbour or parcel locker). From then, the Products and the risk of loss or damage are your responsibility. You own the Products once we have received full payment.

7. Returns and your right to cancel

Our returns policy: You can return Products for any reason within 30 days of delivery, wherever you live, as set out in our Returns & Refunds Policy. Products must be unused, unaltered and returned with their tags and original packaging. For hygiene reasons, underwear, socks and swimwear with a missing or broken hygiene seal, and personalised items, cannot be returned unless faulty.

Faulty or mis-described items: We must supply Products that match their description and are of satisfactory quality. If a Product is faulty, damaged or not as described, contact us (we may ask for photographs). We will pay the return cost and repair, replace or refund the Product in full, including delivery costs.

Your legal right to cancel (UK, EU, EEA customers): If you are a consumer in the UK, the EU, Iceland, Liechtenstein or Norway, you have a legal right to cancel your contract within 14 days of receiving the Products, without giving a reason. Our 30-day returns policy gives you longer than this. To cancel, tell us by email at contact@ruvli.com with your name, address and order details; you may use the model withdrawal form in our Returns & Refunds Policy, but you do not have to. Return the Products within 14 days of telling us. We will refund you within 5 days of receiving the Products (or proof that you sent them, if earlier), by your original payment method, including standard delivery costs. We may reduce the refund if the Products were handled more than you would be allowed to in a shop.

Customers in other countries: You have the rights set out in our Returns & Refunds Policy, plus any rights your local consumer law gives you, such as the consumer guarantees under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993.

8. Product use and local rules

Please follow the size, care and safety information supplied with each Product. You are responsible for making sure Products may be lawfully imported and used in your country.

9. Our liability

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for your legal rights as a consumer (such as your rights for faulty or mis-described Products). We supply Products for domestic and private use only and are not liable for any business losses.

10. Events outside our control

We are not responsible for delays or failures caused by events beyond our reasonable control, such as carrier disruption, customs delays, severe weather, strikes or public health emergencies. If such an event happens, we will tell you as soon as possible. If the delay is likely to be significant, you may cancel and receive a full refund for Products not yet delivered.

11. Intellectual property

All intellectual property rights in our Products and website are owned by us or our licensors and protected by law. All rights reserved.

12. Contact us

Contact us through the form on our website or by email at contact@ruvli.com. For order queries, please include your order number. We will contact you using the details you gave at checkout unless you ask us otherwise.

13. Your personal information

We use your personal information as described in our Privacy Policy.

14. Other important terms

Nothing in these Terms affects your rights as a consumer under the law of the country where you live. We may transfer our rights and obligations under any contract to another organisation; we will tell you if this happens, and your rights will not be affected. The contract is between you and us, and no other person has the right to enforce its terms. These Terms are written in English; if we provide a translation and there is a difference, the English version applies unless your local law requires otherwise. Each part of these Terms operates separately: if any part is found unlawful or unenforceable, the rest remains in full force. If we delay in enforcing our rights, we do not give them up.

15. Governing law and disputes

These Terms are governed by the law of England and Wales. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you may bring a claim in the courts of England and Wales or in the courts of your country of residence. Please contact us first at contact@ruvli.com; we try to resolve every issue quickly and fairly.