Refund policy
Effective Date: 1 February 2026
Last Updated: 23 September 2026
Registered Address: United Kingdom
Contact: customer.care@rimivi.com
Website: www.rimivi.com
At RIMIVI, we want you to be happy with your purchase. This Refund & Returns Policy explains how cancellations, returns, exchanges and refunds are handled for orders placed through our website.
Nothing in this policy limits or excludes any statutory consumer rights that cannot legally be excluded.
1. Right to Cancel
If you purchase a product from RIMIVI online, you generally have the right to cancel your purchase within 14 days of receiving the goods, without providing a reason.
This statutory cancellation period is separate from your rights relating to faulty, damaged or incorrectly supplied products.
To exercise your right to cancel, you must clearly notify RIMIVI within the applicable 14-day period.
You may contact us by email at:
Once you have notified us of your cancellation, the returned product should be sent back within 14 days.
2. Condition of Returned Products
Returned products should be in their original condition and handled with reasonable care.
Customers may inspect and handle products to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way they would be able to do in a physical shop.
Products should, where reasonably possible, be returned:
- unused or only handled as reasonably necessary for inspection;
- in their original packaging;
- with any accessories supplied with the product; and
- in a condition suitable for resale.
If a product has been used, worn, damaged or handled beyond what is reasonably necessary to inspect it, RIMIVI may be entitled to make a deduction from the refund to reflect any reduction in value, where permitted by applicable law.
3. Return Shipping Costs
For a return made because you have changed your mind, selected the wrong product, ordered the wrong size or otherwise no longer wish to keep the product, you are responsible for the direct cost of returning the product to RIMIVI.
RIMIVI does not provide free return shipping for change-of-mind returns unless a specific promotion or offer states otherwise.
We recommend using a tracked delivery service when returning an item.
The customer remains responsible for the parcel until it has been delivered to RIMIVI.
Where required by applicable law, RIMIVI will clearly communicate that return shipping costs are payable by the customer before the purchase is completed.
4. Faulty, Damaged or Incorrect Products
If your product arrives:
- faulty;
- damaged;
- materially different from the product described on our website; or
- incorrect due to an error by RIMIVI,
please contact Customer Care as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs or other information that may help us assess the issue.
Where the issue is confirmed to be the responsibility of RIMIVI, the applicable return costs will be covered by RIMIVI and we will provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, the remedy may include:
- repair;
- replacement;
- price reduction; or
- refund.
Nothing in this policy limits your statutory rights concerning faulty, damaged or incorrectly supplied goods.
5. How to Request a Return
To request a return, contact:
Please provide:
- your full name;
- order number;
- product(s) you wish to return;
- reason for the return, where applicable; and
- any supporting photographs or information if the product is damaged or faulty.
We will provide the applicable return instructions.
Please do not send products to an address other than the return address provided by RIMIVI.
6. Refunds
Once the returned product has been received, RIMIVI may inspect it to confirm its condition and the reason for the return.
Where a statutory cancellation applies, refunds will normally be processed within 14 days of the date on which RIMIVI receives the returned goods or receives appropriate evidence that the goods have been sent back, whichever occurs earlier, subject to applicable law.
The refund will normally be made using the original payment method.
Where applicable, RIMIVI will refund the cost of the least expensive standard delivery option offered at the time of purchase.
If a customer selected a more expensive delivery option, the additional cost of that premium delivery service will not normally be refunded where permitted by law.
7. Deductions for Reduced Value
Customers have the right to inspect products before deciding whether to keep them.
However, where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, and this results in a reduction in value, RIMIVI may make a reasonable deduction from the refund where permitted by applicable law.
No deduction will be made simply because a customer has exercised their statutory cancellation right.
8. Exchanges
RIMIVI may offer exchanges for selected products where stock is available.
An exchange is not intended to replace any statutory right to cancel or obtain a remedy for faulty, damaged or incorrectly supplied goods.
Where an exchange is requested because a customer has changed their mind, the customer may be responsible for the applicable return and/or replacement delivery costs.
Where an exchange is required because RIMIVI supplied an incorrect or faulty product, RIMIVI will cover the appropriate costs in accordance with applicable law.
9. Non-Returnable or Excluded Products
Certain products may not qualify for the statutory cancellation right where a legal exception applies.
This may include products that are:
- personalised;
- clearly made to the customer's specifications;
- customised at the customer's request; or
- otherwise subject to a statutory exemption.
Where an exemption applies, this will be communicated to the customer before purchase where required.
10. Returns from Outside the United Kingdom
Customers returning products to RIMIVI from outside the United Kingdom are responsible for ensuring that the return is correctly prepared and shipped.
Customers should use an appropriate tracked service and follow any applicable customs or shipping instructions provided by RIMIVI.
Customers may be responsible for return shipping costs for change-of-mind returns, including the cost of returning products internationally.
RIMIVI is not responsible for additional customs charges, duties or taxes arising from a customer's return where those charges result from the customer's chosen return method or incorrect customs documentation.
11. Returned Items Lost in Transit
The customer is responsible for the returned parcel until it is delivered to RIMIVI.
For this reason, we strongly recommend using a tracked and, where appropriate, insured delivery service.
If a customer chooses an untracked return service and the parcel is lost, RIMIVI may be unable to process the refund until sufficient evidence of return is provided, subject to applicable law.
12. Faults Discovered After the Cancellation Period
The expiry of the 14-day cancellation period does not remove a customer's statutory rights relating to faulty, defective or incorrectly described goods.
Where a product develops a fault or is found not to conform to the contract after the cancellation period, RIMIVI will assess the issue and provide the appropriate remedy required by applicable consumer law.
13. Promotional and Sale Items
Products purchased during a sale or promotional period are subject to the same statutory consumer rights as products purchased at full price.
A promotional discount does not remove or reduce statutory cancellation or consumer rights.
Any additional promotional return conditions will be clearly communicated at the time of purchase.
14. Refunds for Undelivered or Cancelled Orders
If an order is cancelled before dispatch and cancellation is accepted, RIMIVI will refund the applicable amount paid.
Where an order cannot be fulfilled because a product is unavailable, RIMIVI will contact the customer and, where appropriate, provide a full refund for the affected product.
15. International Consumer Rights
Customers purchasing from outside the United Kingdom may have additional mandatory consumer rights under the laws applicable to their purchase or country of residence.
Where mandatory consumer protection laws apply, nothing in this policy is intended to remove or restrict those rights.
For customers in the European Union, statutory consumer protections may include a 14-day withdrawal right for online purchases and legal remedies for faulty or non-conforming goods.
16. Contact Us
For returns, exchanges or refund enquiries, please contact:
RIMIVI Customer Care
Email: customer.care@rimivi.com
Website: www.rimivi.com
Live Chat: Available through the RIMIVI website
Please include your order number in all communications relating to an existing order.
Important
This policy is intended to operate alongside RIMIVI's Terms of Service and Shipping Policy.
Nothing in this policy limits or excludes any consumer right that cannot legally be limited or excluded under applicable law.