RETURNS AND REFUND POLICY
At R.V.H, we want you to feel confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds, exchanges and our 30-day money-back guarantee work.
This policy applies to purchases made through rvhclothing.com.
30-DAY MONEY-BACK GUARANTEE
We offer a 30-day money-back guarantee.
If you are not completely satisfied with your order, you may request a return within 30 days of receiving it.
To request a return, contact us at:
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The item or items you wish to return
- The reason for the return
- Clear photographs if the item is damaged, faulty or incorrect
Our customer care team will review your request and provide the appropriate return instructions.
Your statutory rights under UK consumer law are not affected by our 30-day money-back guarantee.
RIGHT TO CANCEL AN ONLINE ORDER
Under the Consumer Contracts Regulations, customers purchasing online generally have the right to cancel their order without giving a reason.
You must notify us within 14 days of receiving your order if you wish to exercise this statutory right.
After notifying us, you normally have a further 14 days to return the goods.
Our voluntary 30-day money-back guarantee provides additional time in which to request a return, subject to the conditions in this policy.
RETURN AUTHORISATION
Please contact us before returning any items.
Do not send a return to the address shown on the original parcel unless our customer care team has specifically instructed you to do so. This may not be the correct return address.
Once your return request has been reviewed, we will provide:
- Confirmation that your return has been registered
- The correct return address
- Any relevant return instructions
- Information about the next steps
Sending an item to an unauthorised or incorrect address may delay or prevent us from receiving and processing your return.
INTERNATIONAL RETURN LOCATIONS
Some R.V.H products are dispatched directly by our international suppliers.
As a result, approved returns may need to be sent to an international return location, which may be located outside the United Kingdom, including in China.
The correct return address will be provided by our customer care team after your return request has been reviewed.
Please do not return an item to the manufacturer or supplier without first receiving written instructions from R.V.H.
RETURN DELIVERY COSTS
For change-of-mind returns, sizing issues or unwanted items, the customer is responsible for arranging and paying the return delivery costs.
If the approved return location is outside the United Kingdom, the customer is responsible for the cost of returning the parcel to that location.
Return delivery costs can vary depending on the destination, parcel weight and delivery service selected. These costs are not reimbursed for change-of-mind returns.
If an item is confirmed to be faulty, damaged upon arrival, incorrectly supplied or otherwise not as described, R.V.H will provide an appropriate solution in accordance with applicable UK consumer law. This may include covering reasonable return costs where a return is required.
TRACKED RETURNS
We strongly recommend using a tracked return delivery service and retaining your proof of postage.
Please send your return tracking information to:
For change-of-mind returns, R.V.H is not responsible for returned parcels that are lost, damaged or misdirected while being sent back.
We may withhold the refund until we have received the returned item or you have supplied satisfactory evidence that it has been sent, whichever occurs first.
CONDITION OF RETURNED ITEMS
You may inspect and try on an item in the same way that you reasonably would in a physical shop.
To receive a full refund under our voluntary 30-day money-back guarantee, returned items should be:
- Unworn other than briefly tried on
- Unwashed
- Unused
- Free from damage or alterations
- Returned with the original tags attached
- Returned with the original packaging where reasonably possible
Please take care when trying on clothing. Items showing signs of extended wear, washing, stains, perfume, deodorant, smoke, makeup, damage or alterations may be rejected under our voluntary guarantee.
Where permitted by law, we may make a reasonable deduction from the refund if an item has been handled beyond what is necessary to establish its nature, characteristics and fit, resulting in diminished value.
ITEMS THAT CANNOT NORMALLY BE RETURNED
The following items may not be eligible for change-of-mind returns:
- Gift cards
- Personalised or custom-made products
- Sealed hygiene-sensitive items after the seal has been broken
- Items that have been worn, washed, altered or damaged after delivery
- Items returned outside the applicable return period
- Items sent without following the provided return instructions
These exclusions do not limit your legal rights when an item is faulty, damaged, incorrectly supplied or not as described.
Sale items remain subject to applicable UK consumer rights and any return rights stated in this policy unless a lawful exception applies.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order after delivery.
If an item arrives damaged, faulty, incorrect or materially different from its description, contact us as soon as possible at:
Please provide:
- Your order number
- A clear description of the issue
- Photographs showing the complete item
- Close-up photographs showing the fault or damage
- Photographs of the packaging and delivery label where relevant
Please do not dispose of the item or its packaging while your request is being reviewed.
Once we have reviewed the information, we will explain the available solution. Depending on the circumstances and your legal rights, this may include a replacement, repair, price reduction or refund.
You will not be required to pay reasonable return costs for an item confirmed to be faulty, damaged upon arrival, incorrectly supplied or not as described where UK law requires us to cover those costs.
UK CONSUMER RIGHTS
Nothing in this policy excludes, restricts or replaces your statutory rights under UK consumer law.
Goods must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
Under the Consumer Rights Act 2015, customers may have a short-term right to reject faulty goods within 30 days of receiving them.
After this period, customers may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.
These legal rights apply separately from our voluntary 30-day money-back guarantee.
REFUNDS
Once your return has been received and inspected, we will notify you by email.
If approved, your refund will be issued to the original payment method.
Refunds will be processed without undue delay and, where required by law, no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.
After we issue the refund, your bank, card provider or payment provider may require additional time to credit the funds to your account. This processing time is outside the control of R.V.H.
ORIGINAL DELIVERY COSTS
R.V.H offers free standard delivery, so there is normally no original standard delivery charge to refund.
Any optional supplementary delivery costs paid for a faster or enhanced delivery service may not be refundable beyond the cost of the standard delivery option, where permitted by law.
EXCHANGES
We may be able to offer an exchange, depending on product availability.
To request a different size or colour, contact us at:
If a direct exchange is unavailable, you may need to return the original item and place a new order.
We cannot reserve replacement products while a return is in transit.
ORDER CANCELLATIONS
If you need to cancel or amend an order, contact us as soon as possible at:
Orders are generally processed within 24–48 hours. We will do our best to accommodate your request if processing has not yet started.
If the order has already been processed or dispatched, we may be unable to cancel it. You can request a return after receiving the order in accordance with this policy.
REFUNDS TO THE ORIGINAL PAYMENT METHOD
Approved refunds will normally be returned to the payment method originally used for the purchase.
We cannot usually issue a refund to a different card, bank account or payment method.
If the original payment method is no longer available, please contact your payment provider for assistance.
CONTACT US
For questions about returns, refunds, exchanges or cancellations, contact our customer care team at:
Please include your order number whenever possible so we can assist you efficiently.