Refund policy

Refund and Returns Policy

Last updated: 17 July 2026

This policy explains your rights when you want to return something you bought from Shuvien, and how we handle refunds. It sits alongside your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy takes those rights away.

Two different situations are covered here, and they work differently:

You changed your mind — your 14-day right to cancel (Section 1)
Something is wrong with the item — faulty, damaged, or not as described (Section 2)

Please read the section that applies to you.

1. Changed your mind — your 14-day right to cancel

1.1 The deadline

You have 14 calendar days to cancel your order, starting the day after you (or someone you nominate) physically receive the goods. If your order arrives in several parcels, the 14 days start the day after the last item arrives.

You do not need to give us a reason.

1.2 How to cancel

Email help@shuvienstore.com with a clear statement that you want to cancel. Include:

Your order number
Your full name and the delivery address on the order
The item or items you are cancelling
The date you placed the order and the date you received it

You can also call us on 07753 794421 during our opening hours, or use the model cancellation form in Section 9. Any clear statement is enough — the form is optional.

We will confirm your cancellation by email and send you the correct returns address, which depends on the product.

1.3 Sending the goods back

Once you have told us you are cancelling, you have 14 calendar days to send the goods back. We strongly recommend using a tracked service and keeping your proof of postage.

You pay the cost of return postage when you cancel because you changed your mind. We are not able to arrange or fund collection for these returns.

1.4 Condition of the goods

You are allowed to handle and inspect the goods the way you reasonably would in a shop. If you handle them beyond that and their value drops as a result, we may deduct that loss from your refund.

In practice this means:

Keep the original packaging, tags, labels and any accessories
Do not wash, alter or use the item
Do not remove protective seals or films unless you need to in order to inspect it

We will always tell you before applying a deduction and explain how we worked it out.

1.5 Your refund

We will refund you within 14 calendar days of the date we receive the goods back, or the date you give us proof that you sent them back — whichever comes first.

We refund:

The full price you paid for the returned items
The standard delivery charge you paid on the original order, if you paid one. If you chose an upgraded delivery option, we refund the standard rate only.

Refunds go back to your original payment method. We do not charge a fee for this.

2. Faulty, damaged, or not as described

This is separate from Section 1, and your rights here are stronger.

Under the Consumer Rights Act 2015, everything we sell must be of satisfactory quality, fit for its purpose, and match its description. If it is not, here is what you can do.

2.1 Within 30 days of delivery — full refund

You have a short-term right to reject. Tell us within 30 days of receiving the item and you are entitled to a full refund.

2.2 After 30 days — repair or replacement

Between 30 days and 6 months, you can ask for a repair or a replacement. If neither is possible, or it does not fix the problem, you can then claim a price reduction or a refund under the final right to reject.

Within the first 6 months, if an item develops a fault it is treated as having been faulty when you received it, unless we can show otherwise. After 6 months, you may need to show that the fault was present at delivery.

You can bring a claim about faulty goods for up to 6 years from purchase in England, Wales and Northern Ireland, or 5 years in Scotland. This is the legal time limit for making a claim — it does not mean a product is guaranteed to last that long.

2.3 Who pays for return postage

We do. For faulty, damaged, incorrect or misdescribed items we cover the return cost. We will either send you a prepaid label or refund your postage once you send us the receipt.

2.4 What to send us

Email help@shuvienstore.com with:

Your order number
A description of the problem
Clear photos or a short video showing the fault or damage
Photos of the packaging, if the item arrived damaged

Photos let us resolve most cases quickly. In many cases we can refund or replace without asking you to send anything back at all.

Where you can, please report transit damage within 7 days of delivery. Reporting later does not remove your legal rights, but it helps us claim against the carrier.

3. Items you cannot cancel under Section 1

The 14-day change-of-mind right does not apply to:

Personalised or made-to-order items — anything customised to your specification
Perishable goods — items liable to deteriorate or expire quickly
Sealed hygiene and health items — for example earphones, personal grooming products, cosmetics or underwear — once the seal has been broken
Sealed audio, video or software — once the seal has been broken
Items inseparably mixed with other goods after delivery
Digital content you have started downloading or streaming, where you agreed to start immediately and acknowledged that you would lose the cancellation right

Gift cards, where offered, are non-refundable except where the law requires otherwise.

These exclusions never apply to faulty goods. Section 2 applies to every product we sell, without exception.

4. Returning something — step by step

Email help@shuvienstore.com before sending anything back. Include your order number and tell us whether you are cancelling (Section 1) or reporting a fault (Section 2). Attach photos if it is a fault.
Wait for your returns authorisation. We reply within one business day. We will give you a returns reference and the correct returns address. Please do not send anything back before you have it — unauthorised returns can be refused or lost, and we cannot refund what we cannot trace.
Pack the item. Use the original packaging where you can, and put the returns reference inside the parcel.
Send it within 14 days of telling us you are cancelling. Keep your proof of postage. For faulty items, use the prepaid label we send you, or keep the receipt so we can refund the cost.
We inspect and refund. We will email you when your return arrives and again when your refund is processed.

Because our products ship from international fulfilment partners, the returns address for some items may be outside the United Kingdom. If that applies to your return we will tell you when you contact us, and we will always check first whether a simpler resolution — a refund without return, or a replacement — is available.

5. Refunds — how and when

Refunds are made to the original payment method. We cannot refund to a different card or account.
We process refunds within 14 calendar days of receiving your return or your proof of postage, whichever comes first. Where a faulty item is resolved from photo evidence without a return, we process within 14 days of agreeing the refund.
Once we process a refund, your bank or card provider takes their own time to show the money in your account, usually 3 to 10 business days. That stage is outside our control.
All refunds are issued in pounds sterling (GBP) for the amount you paid. If your card was charged in another currency, your bank's exchange rate on the refund date may differ from the rate on the purchase date. We cannot cover that difference.
We do not charge restocking fees.
Store credit is only ever offered as an alternative you may choose. You are never obliged to accept it instead of a refund you are entitled to.

6. Cancelling before your order ships

If you contact us before your order is dispatched we will cancel it and refund you in full, including delivery. Because we aim to dispatch within 72 hours, please email help@shuvienstore.com as soon as possible with your order number and "CANCEL" in the subject line.

Once an order has been passed to our fulfilment partner we cannot always stop it. If it has already gone, you can still use your 14-day right to cancel under Section 1 once it arrives.

7. Wrong item, missing item, or order not received

Wrong item sent — we arrange the return at our cost and send the correct item or refund you. Section 2 applies.
Something missing from your order — tell us and we will investigate. Orders frequently ship in separate parcels that arrive on different days (see our Shipping Policy), so please check your tracking first.
Order never arrived — goods remain our responsibility until they are physically delivered to you. If your order has not arrived within the estimated delivery window, contact us and we will investigate, then replace or refund. See our Shipping Policy for the exact timeframes.

8. Complaints

If you are unhappy with how we have handled a return or refund, email help@shuvienstore.com with "COMPLAINT" in the subject line. We acknowledge complaints within one business day and aim to give a full response within 5 business days.

If we cannot resolve the matter between us, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk.

9. Model cancellation form

You do not have to use this form — any clear statement is enough — but it is here if you would like it. Complete it and email it to help@shuvienstore.com.

To: Shuvien, 36 Balsham Road, Harwell, DN10 1FP, United Kingdom — help@shuvienstore.com

I hereby give notice that I cancel my contract of sale for the following goods:

Goods ordered: Date ordered / date received: Order number: Your name: Your address: Date:

(The lines above are for you to complete.)

10. Contact us

Email: help@shuvienstore.com Phone: 07753 794421 (+44 7753 794421 from outside the UK) Opening hours: Monday to Friday, 7:00–18:00 UK time Address: 36 Balsham Road, Harwell, DN10 1FP, United Kingdom

We reply to most emails within one business day.