Refund policy

Return and Refund Policy

Last Updated: July 31, 2026

This Return and Refund Policy applies exclusively to customers in the United Kingdom.

At Evira London, we want you to be satisfied with your purchase. This policy explains:

Your statutory right to cancel most online purchases.
Our voluntary return conditions where applicable.
Your rights when a product is faulty, damaged, incorrect, unsafe, or not as described.
How returns, refunds, exchanges, and cancellations are handled.

Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded, restricted, or modified under applicable United Kingdom law.

Statutory Right to Cancel Online Purchases

For most goods purchased online, you have the legal right to cancel your order without giving a reason.

The cancellation period generally expires 14 days after the day on which you receive the goods.

Where an order is delivered in multiple packages, lots, pieces, or instalments, the cancellation period generally begins on the day after you receive the final package, lot, piece, or instalment.

To exercise your cancellation right, you must clearly inform us of your decision before the cancellation period expires.

You may do this by emailing:

info@eviralondon.com

Please include:

Your full name.
Your order number.
The product or products you wish to cancel.
A clear statement that you are cancelling the purchase.

You do not have to provide a reason for exercising your statutory cancellation right.

Returning Goods After Cancellation

After informing us that you wish to cancel, you must normally return the goods within 14 days.

We will provide the appropriate return instructions and authorised return address.

Do not send goods to our registered business address unless our customer-service team has expressly confirmed that it is the correct return address.

Products may need to be returned to a separate fulfilment or returns facility.

You are responsible for returning the goods within the applicable return period.

Handling and Inspecting Products

You may inspect a product in the same way you could reasonably inspect it in a physical shop.

This may include:

Opening ordinary packaging.
Looking at the product.
Checking its size, colour, material, and appearance.
Trying on clothing carefully.
Handling the product only as necessary to establish its nature, characteristics, and functioning.

You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Where legally permitted, we may deduct an amount from the refund to reflect a reduction in value caused by:

Excessive handling.
Wearing an item beyond a reasonable fitting.
Washing or altering a product.
Removing tags unnecessarily.
Staining, damaging, or contaminating the product.
Using the product beyond what would reasonably be permitted in a shop.

We will not automatically reduce a refund merely because packaging was opened where opening it was reasonably necessary to inspect the item.

Exceptions to the Statutory Cancellation Right

The statutory right to cancel may not apply to certain products, including:

Goods made to your specifications.
Personalised or custom-made products.
Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.
Goods that deteriorate or expire rapidly.
Goods that become inseparably mixed with other items after delivery.
Sealed audio, video, or computer software products once unsealed.
Other products excluded by applicable law.

Any exclusion will be applied only where legally permitted and where the relevant information was clearly provided before purchase.

Faulty, damaged, incorrect, unsafe, or misdescribed goods remain subject to your statutory consumer rights even where a change-of-mind cancellation exception would otherwise apply.

Voluntary 30-Day Return Policy

In addition to your statutory cancellation rights, Evira London may accept eligible change-of-mind returns requested within 30 days after delivery.

This voluntary period does not reduce your legal rights.

To qualify under our voluntary return policy, the product must generally:

Be unworn and unused, except for reasonable inspection or fitting.
Be in its original condition.
Have all original tags attached.
Include all original accessories, parts, and documentation.
Be returned in its original packaging where reasonably possible.
Be free from stains, odours, marks, damage, washing, or alterations.
Be suitable for resale.

A voluntary return requested after the statutory cancellation period but within 30 days may be refused where the product does not meet these conditions.

Where our voluntary return policy offers greater rights than the statutory minimum, the stated voluntary conditions apply only to that additional benefit.

Change-of-Mind Returns

A change-of-mind return includes situations where:

You no longer want the product.
You ordered the wrong size or colour.
The product does not suit your personal preferences.
You no longer need the product.
The product is not suitable for your intended outfit or styling.
The product meets its description and is not faulty, but did not meet your subjective expectations.

Change-of-mind returns are separate from claims involving faulty, damaged, incorrect, unsafe, or misdescribed goods.

Non-Returnable Change-of-Mind Items

The following products may not be eligible for voluntary change-of-mind returns:

Gift cards.
Personalised or customised products.
Made-to-order products.
Final-sale items, where this was clearly disclosed before purchase.
Items that have been worn beyond a reasonable fitting.
Items that have been washed, altered, repaired, stained, or damaged.
Items missing essential parts, labels, hygiene seals, or accessories.
Sealed hygiene-sensitive products after the seal has been broken.
Earrings or other pierced jewellery where excluded for hygiene reasons.
Underwear or intimate garments where the hygiene seal has been removed.
Swimwear where the hygiene strip has been removed.
Cosmetics or beauty products that have been opened or used.

These exclusions do not apply where a product is faulty, damaged, unsafe, incorrect, misdescribed, or otherwise fails to comply with statutory consumer rights.

Faulty, Damaged, Incorrect, or Misdescribed Goods

Your rights relating to faulty goods are separate from your right to cancel an online order.

Please contact us if a product:

Arrives damaged.
Is defective.
Is unsafe.
Is not of satisfactory quality.
Is not fit for its normal purpose.
Is not fit for a purpose made known to us before purchase.
Is materially different from its description or photographs.
Is the wrong product.
Is the wrong size, colour, or variation.
Is missing components or accessories.
Otherwise fails to comply with applicable consumer law.

info@eviralondon.com

Please provide:

Your full name.
Your order number.
A description of the issue.
Clear photographs or videos where relevant.
Photographs of the packaging and shipping label where the wrong or damaged item was received.

We may request reasonable information required to assess the problem.

Requesting evidence or inspecting a product does not remove or restrict your statutory rights.

Short-Term Right to Reject Faulty Goods

Where goods do not comply with applicable legal requirements, you may have a short-term right to reject them.

For most goods, this right generally lasts for 30 days from the relevant delivery, ownership, or installation date.

Where the short-term right to reject applies, you may be entitled to a refund.

The 30-day period may be paused where you agree to a repair or replacement and may resume after the product is returned to you.

The short-term right to reject faulty goods is separate from the 14-day right to cancel most online orders without giving a reason.

Repairs and Replacements

Where the short-term right to reject has expired, or where you choose not to use it, you may be entitled to request:

A repair; or
A replacement.

The chosen remedy must be possible and must not impose disproportionate costs compared with the alternative.

Any repair or replacement must be completed:

Within a reasonable time.
Without significant inconvenience to you.
Without charge to you where legally required.

Evira London may choose the most appropriate remedy where the customer’s requested remedy is impossible or disproportionately expensive compared with another available remedy.

Price Reduction or Final Right to Reject

You may be entitled to a price reduction or final right to reject the goods where:

A repair or replacement is unsuccessful.
The product remains faulty after one repair or replacement attempt.
Repair or replacement is impossible.
Repair or replacement is not completed within a reasonable time.
Repair or replacement would cause significant inconvenience.

The available remedy will depend on the circumstances and applicable law.

Where the final right to reject applies, a deduction for use may sometimes be permitted for certain products after the initial six-month period.

No deduction for use will be made where doing so is prohibited by law.

Return Procedure

1. Contact Us

Email info@eviralondon.com before sending a return.

Include:

Your full name.
Your order number.
The product you wish to return.
The reason for the return.
Whether you are exercising your statutory cancellation right, using our voluntary return policy, or reporting a product problem.
Supporting photographs or videos where relevant.

2. Return Assessment

Our customer-service team will review your request.

We may ask for additional information to:

Confirm the purchase.
Identify the product.
Understand the issue.
Confirm whether a statutory cancellation exception applies.
Determine whether the product must be returned.
Arrange an appropriate remedy.

3. Return Instructions

Where a return is required, we will provide:

The authorised return address.
Packaging instructions.
Any required return form or reference number.
Information about return shipping.
Any other relevant instructions.

Returns must not be sent to our registered business address unless we expressly confirm that it is the correct destination.

4. Prepare the Package

Package the product securely to prevent damage during transit.

Where reasonably possible, include:

The product.
Original accessories and parts.
Labels or tags.
Manuals or documentation.
Any return form provided.
Appropriate protective packaging.

A lack of original packaging will not automatically prevent a statutory remedy for faulty goods.

5. Send the Return

Send the return to the authorised address provided by our customer-service team.

Where you are responsible for return shipping, we strongly recommend:

Using a tracked service.
Retaining proof of postage.
Retaining the tracking number until the return has been processed.

6. Inspection

Once received, the return may be inspected to confirm:

The product returned matches the order.
The applicable return conditions have been met.
The condition of the product.
The nature of any reported fault or damage.
Whether any reduction in value has occurred due to excessive handling.

We will complete any assessment within a reasonable period.

Return Shipping Costs

Statutory Change-of-Mind Cancellations

Where you exercise your statutory right to cancel because you changed your mind, you will normally be responsible for the direct cost of returning the goods, provided this was disclosed before purchase.

Where we did not properly inform you that you would be responsible for return costs, we will cover those costs where required by law.

For products that cannot normally be returned by post, we will provide information about the expected return cost where legally required.

Voluntary Change-of-Mind Returns

For voluntary returns outside the statutory cancellation period:

Return shipping costs are the customer’s responsibility.
Return shipping costs are generally non-refundable.
The customer remains responsible for the return until it reaches the authorised facility.
We recommend using tracked shipping.

Faulty, Damaged, Incorrect, or Misdescribed Goods

Where goods are faulty, damaged, incorrect, unsafe, or not as described, Evira London will cover reasonable return costs where legally required.

Depending on the circumstances, we may:

Provide a prepaid return label.
Arrange collection.
Reimburse reasonable return-postage costs.
Confirm that the item does not need to be returned.

Please contact us before paying substantial return costs.

Return Address

Returns must only be sent to the return address provided by our customer-service team.

Our registered business address is not necessarily our returns facility.

Products sent to an unauthorised address may be:

Delayed.
Refused.
Returned to the sender.
Lost.
Subject to additional handling.

Contacting us before returning a product helps ensure that it reaches the correct facility.

This requirement does not remove your statutory rights.

Refunds for Statutory Cancellations

Where you validly cancel an online order, we will refund:

The price paid for the returned goods.
The cost of the least expensive standard delivery option offered when the order was placed, where required by law.

If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the standard-delivery cost unless legally required.

We may reduce the refund to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the goods.

Refund Timing

For statutory cancellations, we will issue the refund without undue delay and normally no later than 14 days after:

We receive the returned goods; or
You provide evidence that the goods have been sent back,

whichever occurs first.

Where goods were not supplied or do not need to be returned, the refund period may begin when we are informed of the cancellation.

For other approved returns, we aim to process the refund within five business days after inspection.

Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Refund Method

Refunds will normally be made using the same payment method used for the original transaction.

A different method may be used only where:

You expressly agree; or
Another method is required by law.

You will not be charged a fee for receiving a legally required refund.

Original Delivery Charges

The cost of the least expensive standard delivery option will generally be refunded where required for a statutory cancellation.

Additional charges for:

Express delivery.
Next-day delivery.
Timed delivery.
Premium delivery.
Other enhanced shipping options,

may not be refunded beyond the value of the standard-delivery option.

Where goods are faulty, damaged, incorrect, or misdescribed, delivery charges will be handled in accordance with applicable law.

Partial Refunds or Deductions

Where legally permitted, a refund may be reduced if:

The product has been handled beyond what was reasonably necessary.
The product has been worn beyond a reasonable fitting.
Tags or hygiene seals were removed unnecessarily.
The product has been washed, stained, altered, or damaged.
Parts or accessories are missing.
Damage occurred because the return was inadequately packaged.
The product returned is not the product originally purchased.

Any deduction will reflect the actual reduction in value and will not be used as a penalty.

We will explain any proposed deduction where appropriate.

Deductions associated with change-of-mind returns do not limit remedies for genuine faults that existed at delivery.

Refused Voluntary Returns

A voluntary return may be refused where:

The request is made more than 30 days after delivery.
The product falls within a clearly disclosed non-returnable category.
The product has been worn or used beyond reasonable inspection.
The product has been washed or altered.
The product is damaged for reasons not caused by Evira London.
Required parts or accessories are missing.
The return does not otherwise meet the voluntary conditions.

A voluntary-return refusal does not remove rights that apply where goods are faulty or otherwise fail to comply with consumer law.

Exchanges

For change-of-mind exchanges, the quickest method is generally to:

Return the original product.
Receive the applicable refund.
Place a new order for the preferred product.

Where available, we may assist with a direct exchange.

For voluntary exchanges:

Price differences may need to be paid.
Additional delivery charges may apply.
Stock availability cannot be guaranteed.

Where a replacement is provided because goods are faulty, incorrect, or misdescribed, it will be handled under your statutory rights.

Incorrect Size or Colour Selected by the Customer

Where you selected the wrong size, colour, or variation and the product supplied matches your order, the return will generally be treated as a change-of-mind return.

You may still exercise your statutory cancellation right where it applies.

Return costs may be your responsibility.

Where Evira London sent the wrong size, colour, or product, we will arrange an appropriate remedy and cover reasonable return costs where required.

Sale and Discounted Products

Products purchased during a sale or using a discount remain covered by statutory consumer rights.

A discounted product may still be returned under statutory cancellation rules where applicable.

Goods cannot be excluded from faulty-goods rights merely because they were:

Discounted.
Purchased using a promotional code.
Part of a sale.
Marked as clearance.

However, you may not be entitled to a remedy for a specific defect that was clearly disclosed before purchase and formed the reason for the reduced price.

Gift Cards

Gift cards are generally non-refundable under our voluntary return policy.

This does not affect any statutory right that may apply in exceptional circumstances.

Order Cancellations Before Dispatch

You may request cancellation before dispatch by emailing:

info@eviralondon.com

Please include your order number.

We will make reasonable efforts to cancel the order before it enters fulfilment or dispatch.

Cancellation before dispatch cannot be guaranteed once processing has started.

Your cancellation is confirmed only when you receive written confirmation from us.

If the order has already been dispatched, you may still exercise your statutory cancellation right after delivery where applicable.

Missing Refunds

If we have confirmed that a refund was processed but it has not appeared:

Check your bank or payment account.
Contact your card issuer or payment provider.
Contact your bank and ask whether the refund is pending.

If the refund remains missing, email:

info@eviralondon.com

Include your order number and the date on which the refund was confirmed.

Proof of Purchase

We may request reasonable proof that the product was purchased from Evira London.

Acceptable proof may include:

An order-confirmation email.
An order number.
A payment record.
A dispatch confirmation.
Other reasonable evidence of purchase.

Consumer Rights

Goods supplied by Evira London must meet applicable statutory requirements.

This generally includes requirements that goods be:

Of satisfactory quality.
Fit for purpose.
As described.
Consistent with any sample or model.
Supplied by a trader legally entitled to sell them.

Depending on the issue and when it is identified, remedies may include:

A refund.
Repair.
Replacement.
Price reduction.
Final rejection.
Compensation for qualifying foreseeable loss.

Your statutory rights are not limited by:

Our voluntary 30-day return period.
The manufacturer’s warranty.
Whether a product was purchased on sale.
The absence of original packaging.
A store statement that an item is “final sale.”
Our use of an international supplier or fulfilment partner.

Contact Information

For questions about returns, cancellations, refunds, exchanges, or faulty products, please contact us:

Store Name: Evira London
Legal Company Name: Seta Services
Chamber of Commerce Number: 92397379
VAT Number: NL004950717B85
Email: info@eviralondon.com
Phone Number:+ 44 20 39967976
Business Address: Damstraat 10, 2265 AH Leidschendam, The Netherlands

Customer Service Hours:
Monday to Friday: 8:00 am–7:00 pm UK time
Saturday: 8:00 am–5:00 pm UK time

We aim to respond to customer enquiries within 24 hours.