Refund policy

Return & Refund Policy

Last Updated: 21 August 2026

At RetailSV, we want you to be satisfied with your purchase. If you are not completely satisfied with an item purchased from our website, you may be able to return it in accordance with this Return & Refund Policy and applicable UK consumer law.

This policy applies to purchases made through retailsv.com.

1. Your Right to Cancel an Online Order

If you are a consumer purchasing online in the United Kingdom, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

These statutory cancellation rights do not affect your legal rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

2. Returns for Unwanted Items

To be eligible for a return under the cancellation period, items should be returned within the applicable return period and should be handled with reasonable care.

Where reasonably possible, please return products in their original packaging with all accessories, manuals, components and other items supplied with the order.

You are responsible for taking reasonable care of the goods while they are in your possession. If an item has been used or handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to make an appropriate deduction from the refund where permitted by law.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is:

Faulty or defective
Damaged during delivery
Not as described
Missing essential components
Different from the product you ordered

please contact us as soon as possible.

We will assess the issue and provide the appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances and your legal rights, this may include a repair, replacement, price reduction or refund.

Please provide your order number and, where appropriate, photographs showing damage or the issue with the product. Photographs may help us resolve the matter more quickly.

4. How to Request a Return

Before sending an item back, please contact our customer service team.

Please include:

Your full name
Order number
Email address used for the order
Product name
Reason for the return, where applicable
Photographs or other relevant information if the item is damaged or faulty

Customer Support

Primary Email: contact@retailsv.com
Additional Email: rubaskiven@gmail.com
Phone: +44 7722 257097

We will provide the appropriate return instructions and return address for your order.

Please do not send a return to our registered office unless our customer service team specifically instructs you to do so.

5. Return Shipping Costs

For a cancellation because you have changed your mind, the cost of returning the goods is generally the customer's responsibility unless we have agreed otherwise or applicable law requires us to cover the cost.

For faulty, damaged, incorrectly supplied or misdescribed goods, RetailSV will handle return costs in accordance with applicable consumer law.

We recommend using a tracked delivery service when returning an item and keeping your proof of postage until your return has been completed.

6. Refunds

Once we receive your returned goods, or receive appropriate evidence that the goods have been sent back where applicable, we will process your refund in accordance with applicable law.

Where the statutory cancellation right applies, refunds are generally made within 14 days of receiving the returned goods or appropriate evidence of return.

Refunds are normally made using the same payment method used for the original transaction, unless another method has been agreed with you.

For a valid cancellation, the refund will normally include the cost of the least expensive standard delivery option offered by us. Additional charges for an upgraded delivery service are generally not refundable where permitted by law.

7. Partial Refunds and Deductions

Where permitted by applicable law, a deduction may be made from a refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality.

We will not make unlawful deductions from refunds.

8. Items That Cannot Be Returned

Certain products may be excluded from statutory cancellation rights where an applicable legal exception applies.

Examples can include:

Goods made to the customer's specifications or clearly personalised
Certain sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
Goods that are liable to deteriorate or expire rapidly
Digital content where applicable legal requirements for cancellation have been met and the customer has expressly agreed to begin the supply during the cancellation period

Where an exception applies to a particular product, the applicable information will be provided to the customer before or at the time of purchase.

This does not affect your legal rights regarding faulty, damaged or misdescribed goods.

9. Exchanges

If you would like to exchange an item, please contact our customer service team before returning it.

An exchange may be available depending on product availability and the circumstances of the request.

Where an exchange is not available, we may process a refund in accordance with this policy and applicable law.

10. Sale and Promotional Items

Products purchased during a sale or promotional period remain subject to the same applicable statutory consumer rights.

A promotional price does not remove or reduce your legal rights regarding faulty, damaged, misdescribed or incorrectly supplied goods.

11. Refund Delays

After we have processed your refund, the time required for the funds to appear in your account may depend on your bank, card issuer or payment provider.

If you believe a refund has been processed but has not appeared within the expected timeframe, please contact us so that we can provide the relevant refund information.

12. Important Consumer Rights

Nothing in this policy is intended to exclude, restrict or replace any consumer rights that cannot legally be excluded or restricted under applicable UK law.

If a product is faulty, not as described or does not meet the required standards, you may have additional legal rights and remedies.

13. Contact Us

If you have questions about a return, refund, damaged product or cancellation, please contact us:

RetailSV
23 Park Way, Flat 1
Edgware
United Kingdom
HA8 5EY

Primary Email: contact@retailsv.com
Additional Email: rubaskiven@gmail.com
Phone: +44 7722 257097

We aim to respond to customer enquiries as promptly as possible and will work with you to resolve return and refund requests fairly and in accordance with applicable consumer law.