Returns & Refund Policy

We want you to love your Rivellux shower. If something isn’t right, we’re here to make it easy. This policy sits alongside your legal rights as a UK consumer — it never replaces them.

Your 30-Day Guarantee

You can return your order within 30 days of delivery for a refund. To qualify, items should be unused, in resalable condition, and in their original packaging. This 30-day window is our own promise to you, on top of the legal rights described below.

Your Legal Right to Cancel (14 Days)

If you are a consumer in the UK, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days of receiving it, without giving any reason. You then have a further 14 days to send the goods back. To cancel, just email us at teamrivellux@gmail.com before the 14 days are up.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or not what you ordered, you’re covered by the Consumer Rights Act 2015. Email us at teamrivellux@gmail.com within 7 days of delivery with a photo of the problem, and we’ll arrange a replacement or a full refund — including any delivery costs — at no charge to you. You will never pay return postage for a faulty item.

How to Start a Return

1.          Email us at teamrivellux@gmail.com with your order number and the reason for your return.

2.          We’ll reply within 24 hours with simple instructions and the return address.

3.          Send the item back, and let us know the tracking number so we can keep an eye out for it.

Please don’t send anything back before contacting us — returns without prior contact can’t be tracked or processed.

Return Postage

For faulty, damaged, or incorrect items, we cover the return cost — it’s on us.

For change-of-mind returns (you simply decided you don’t want it), the cost of return postage is covered as part of our 30-day guarantee. [ELIGE UNA: “We’ll send you a prepaid return label.” / “The return postage is paid by the customer.”]

Refunds

Once we receive and inspect your return, we’ll email you to confirm. Approved refunds are issued to your original payment method within 14 days. Refund times may then vary slightly depending on your bank or card provider.

For change-of-mind returns, we refund the price of the item and the standard delivery cost you originally paid. Any express or upgraded delivery you chose is non-refundable.

Non-Returnable Items

For hygiene reasons, we can’t accept returns of items that have been used or installed, unless they are faulty. This doesn’t affect your rights if the product is defective.

Late or Missing Refunds

If you haven’t received your refund after 14 days from our confirmation email, please first check with your bank or card provider, as processing can take a little longer on their side. If you still need help, email us at teamrivellux@gmail.com and we’ll chase it up.

Questions?

We’re here to help with anything returns-related: teamrivellux@gmail.com