Refund policy

Returns & Refunds

We hope you love your Cirveo product. If you change your mind you have the right to cancel your online order within 14 days of receiving your goods. Once you have told us that you wish to cancel, you then have a further 14 days to return the product. 

To start a return, please contact us before sending your product back. We will provide you with the appropriate return instructions and return address.

Change-of-mind returns

For a change-of-mind return, the product should be returned complete with all supplied accessories and packaging where reasonably possible.

You may inspect and handle the product as you would reasonably be able to do in a shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and function, we may make an appropriate deduction from the refund where permitted by law.

For change-of-mind returns, customers are responsible for the direct cost of return postage, unless we have agreed otherwise.

We recommend using a tracked delivery service and keeping proof of postage.

Refunds

Once your return has been received, or you provide evidence that it has been sent back where applicable, we will issue any refund due without undue delay and within 14 days, in accordance with your legal rights.

For eligible cancellations, we will refund the price paid for the product and the cost of our standard delivery service. If you selected a more expensive delivery option, we are not required to refund the additional delivery cost above our standard delivery charge. 

Refunds will normally be made to the original payment method.

Faulty, damaged or incorrect products

If your Cirveo product arrives damaged, is faulty, is not as described, or you receive the wrong product, please contact us as soon as possible.

Where goods are faulty, customers have statutory rights under the Consumer Rights Act 2015. This includes a short-term right to reject qualifying faulty goods within 30 days, as well as rights to repair or replacement in relevant circumstances. These rights are separate from the 14-day change-of-mind cancellation right. 

Where a product is being returned because it is faulty or does not conform to the contract, Cirveo will cover reasonable return costs where required by law. 

Nothing in this policy affects your statutory rights.