Returns & Refunds

Last updated: September 2026

At Refuvie, we want you to be happy with your purchase. If you are not completely satisfied with your order, we are here to help.

This Returns & Refunds Policy explains how returns, cancellations and refunds are handled for purchases made through the Refuvie website.

Your statutory rights under applicable UK consumer law are not affected by this policy.

1. Your Right to Cancel

If you are a consumer purchasing from the UK, you generally have the legal right to cancel an online order within 14 days of receiving the goods, without having to provide a reason.

If your order contains multiple products delivered separately, the cancellation period generally begins when you receive the final product in the order.

To exercise your right to cancel, you must notify us within the applicable cancellation period.

You can contact us at:

Email: support@refuvie.com

Once you have notified us that you wish to cancel, you will normally have a further 14 days to return the goods.

2. How to Request a Return

To request a return or cancel your order, please contact us at:

support@refuvie.com

Please include the following information:

Your full name
Order number
The product(s) you wish to return
The reason for the return, if applicable
Any relevant photographs, if the product is damaged or faulty

Our support team will review your request and provide the appropriate return instructions.

Please do not send an item back before receiving return instructions from our support team.

3. Return Conditions

Where you are exercising your legal cancellation right, you may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way you would reasonably be able to do in a shop.

If the goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, we may be entitled to recover the corresponding reduction in value, where permitted by applicable law.

Where possible, products should be returned:

Unused and in resalable condition
With their original packaging
With all accessories and components
With proof of purchase

These conditions do not remove or restrict any statutory rights you may have in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

4. International Return Address

As Refuvie works with international suppliers and fulfilment partners, some returns may need to be sent to an international return address rather than a UK address.

The applicable return address and instructions will be provided by our customer support team after your return request has been reviewed and approved.

Please do not send your return to the address shown on the original shipping package unless our support team specifically instructs you to do so.

5. Return Shipping Costs

For a standard change-of-mind return, the customer may generally be responsible for the direct cost of returning the goods, unless otherwise stated or where applicable law requires us to cover the cost.

Where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract, please contact us before returning the item so that we can provide the appropriate instructions.

For the first approved return request, Refuvie may cover the applicable return shipping cost where this has been agreed with our support team.

Any additional return shipping arrangements will be communicated to you before the return is made.

Nothing in this section affects your statutory rights.

6. Faulty, Damaged or Incorrect Items

If you receive an item that is:

Faulty
Damaged during delivery
Incorrect
Significantly different from the product description

please contact us at support@refuvie.com as soon as reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs or video showing the problem, where appropriate
Photographs of the packaging if the item arrived damaged

We will review the issue and advise you of the appropriate resolution.

Depending on the circumstances and your statutory rights, this may include a repair, replacement, refund or another appropriate remedy.

7. Items That Cannot Be Returned

Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies.

For example, this may include sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed.

Other statutory exceptions may also apply depending on the nature of the product.

If a particular product is subject to a specific return restriction, this will be communicated where required before or at the time of purchase.

8. Refunds

Once your return has been received and the applicable conditions have been reviewed, we will process any refund due to you.

Where you exercise your statutory cancellation right, refunds will generally be made without undue delay and no later than 14 days after:

The day we receive the returned goods; or
The day you provide evidence that the goods have been returned,

whichever occurs earlier, subject to the circumstances permitted by applicable law.

We may withhold reimbursement until we have received the goods back or you have provided evidence that they have been returned.

9. Refund Method

Refunds will normally be issued using the same payment method used for the original transaction, unless you have expressly agreed to another method.

We will not charge a fee for processing a refund where a refund is legally due.

Once the refund has been issued by Refuvie, the time required for the funds to appear in your account may depend on your bank or payment provider.

10. Original Delivery Costs

If you exercise your statutory right to cancel an online purchase, we will generally refund the cost of the standard delivery option originally paid by you.

If you selected a more expensive delivery service, we are generally only required to refund the amount equivalent to the least expensive standard delivery option available.

Where free standard delivery was provided, there will normally be no original delivery charge to refund.

11. Change of Mind

If you simply change your mind about your purchase, you may generally exercise your statutory cancellation right within 14 days of receiving the goods, subject to applicable legal exceptions.

You do not normally need to provide a reason for cancellation.

The goods should be handled only as much as reasonably necessary to establish their nature, characteristics and functioning.

If the value of the goods has been diminished because they were handled beyond what is reasonably necessary, we may be entitled to deduct the resulting reduction in value from the refund, where permitted by law.

12. Returns After the Statutory Cancellation Period

Our statutory cancellation period is separate from any voluntary return policy that Refuvie may offer.

If you contact us after the applicable 14-day cancellation period has expired, we will review your request based on the circumstances and any additional voluntary return policy that may apply.

Nothing in this section limits your statutory rights concerning goods that are faulty, not as described or otherwise do not conform to the contract.

13. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

support@refuvie.com

We will make reasonable efforts to stop the order before dispatch.

However, once an order has entered the fulfilment or dispatch process, cancellation may no longer be possible before delivery. In that situation, you may still have the applicable statutory cancellation rights described in this policy.

14. Refunds for Faulty or Non-Conforming Goods

If goods are faulty, not as described or otherwise fail to meet the requirements imposed by applicable UK consumer law, you may have additional legal rights beyond the standard change-of-mind cancellation period.

Depending on the circumstances, these rights may include a repair, replacement, price reduction or refund.

Our policy does not exclude, restrict or replace these statutory rights.