Returns Policy
This Returns Policy explains your cancellation and return rights when you order Ashwagandha KSM-66 from Remvola Wellness Ltd, of 65 Deansgate, Manchester, M3 2BY ("Remvola", "we", "us" or "our"), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It sits alongside our Terms of Use and Delivery Policy. Because handling a return necessarily involves personal information, this page also explains, in the numbered sections below, what data we collect during a return, why we may process it, how long we keep return-related records, your data protection rights, the outside parties involved, relevant cookies, international transfers, and how to raise a complaint, before a dated change log at the end.
1. Scope of this policy
This policy applies to any order placed through remvola.world and paid for on delivery, whether the parcel has already been received or is still in transit. It explains both your statutory right to cancel under the Consumer Contracts Regulations 2013 and our own practical process for handling damaged, incorrect or undelivered parcels. It does not apply to orders placed through any other channel, and it does not affect any additional rights you may have under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose.
2. Information collected during a return
To process a cancellation or return, we ask for your name, order reference or approximate order date, delivery address and a description of the issue, such as damage, an incorrect item, or a simple change of mind. If you report a damaged parcel, we may ask you to send a photograph of the packaging or product by email so that we can assess the issue without requiring an unnecessary collection. We do not need, and do not ask for, any payment card information in connection with a return, since no prepayment was taken in the first place.
3. Legal basis for processing return information
We process the information you give us during a return in order to perform our obligations under the contract formed when your order was confirmed, and to comply with our statutory obligations under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Where you send us a photograph voluntarily to support a damage claim, we process it on the basis of your consent, and you may ask us to delete it once the return has been resolved. We may also rely on our legitimate interest in maintaining accurate records of returns to prevent abuse of the returns process.
4. Retention of return records
Records of a cancellation or return, including correspondence and any photographs provided, are retained for three years from the date the return is resolved, to allow us to respond to any follow-up query or dispute. Where a return also affects our financial or tax records, the relevant summary entry is retained for six years in line with our bookkeeping obligations, consistent with our Privacy Policy. Photographs submitted to support a damage claim are deleted within 12 months of the return being closed unless a dispute requires a longer hold.
5. Your rights and how to exercise them
You may ask us at any time what return-related information we hold about you, request correction of an inaccurate detail, or ask for erasure once our retention period has passed. You may exercise these rights, and initiate a cancellation or return itself, by emailing [email protected] or calling +44 161 399 4809, Mon–Fri 9:00–17:30, quoting your name and approximate order date. We aim to acknowledge a return request within one working day and a data rights request within five working days, resolving straightforward requests within one calendar month.
6. Third parties involved in a return
Where a parcel must be sent back to us, our nominated UK courier network may be involved in arranging collection or providing a return label, and receives only the name and address needed to complete that collection. Where a refund or adjustment is due, and a courier partner had already collected payment on our behalf, that courier may be involved in processing the corresponding adjustment. No third party is authorised to use information collected during a return for its own independent purposes.
7. Cookies relevant to returns
This page uses only the site-wide necessary cookies described in our Cookie Policy: rv_session, which supports navigation and expires when you close your browser, and rv_consent, which remembers your cookie-banner choice for 180 days. No cookie on this page is used to track the outcome of a return or to influence any future order.
8. International transfers
Return-related information is processed and stored primarily within the United Kingdom and the European Economic Area. Where a service provider stores infrastructure outside the UK or EEA, that transfer takes place under protections recognised by UK data protection law, such as an adequacy decision or a UK International Data Transfer Agreement, ensuring an equivalent standard of protection for your information.
9. Complaints about a return
If you are unhappy with how a return has been handled, please contact us first at [email protected] or +44 161 399 4809, Mon–Fri 9:00–17:30. We will acknowledge a returns complaint within one working day and aim to resolve it within five working days. If the complaint concerns how we handled your personal data during the process, you may also refer the matter to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone 0303 123 1113, though we would welcome the opportunity to resolve it directly first.
10. Change log for this policy
| Date | Change |
|---|---|
| 15 January 2026 | First published version of this Returns Policy at site launch. |
| 3 April 2026 | Clarified the hygiene exclusion for unsealed food supplements. |
| 11 August 2026 | Expanded data-handling, retention and complaints sections for clarity. |
11. Your statutory cancellation right
Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the date you receive your order to notify us that you wish to cancel, without needing to give a reason. To exercise this right, contact [email protected] or +44 161 399 4809 within that period, including the order name and delivery date. You then have a further 14 days from notifying us to return the goods, and where a refund is due because payment had already been taken by a courier acting on our behalf, we will process it within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier.
12. Condition of returned products
Products must be returned in their original, sealed condition. Unsealed food supplements are excluded from the right of withdrawal for hygiene reasons, as permitted under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, so please do not open a pack if you are considering a return. Please keep the outer packaging and any enclosed documentation, as this helps us process your return quickly and confirm the goods have not been used.
Before dispatch: You may cancel your order request at any time before it is dispatched, at no cost, simply by contacting us. Since no prepayment is taken, cancelling before dispatch requires no refund and no return of goods.
13. Damaged, incorrect or missing items
If the outer parcel or the product itself arrives damaged, or you receive the wrong item, please contact us as soon as possible and, where practical, take clear photographs before disposing of any packaging. We will review the evidence and arrange a suitable remedy, which may include a replacement, a correction of the order, or, where appropriate, a refund of the amount paid to the courier. If a parcel does not arrive at all within the estimated delivery window shown in our Delivery Policy, please tell us so that we can investigate with the relevant courier network.
14. Exercising your right under the Consumer Rights Act 2015
Separately from the 14-day cancellation right described above, the Consumer Rights Act 2015 gives you additional rights if a product turns out to be faulty, not as described, or not of satisfactory quality, including a right to a repair, replacement or refund depending on how long you have had the goods and the nature of the fault. These statutory rights exist regardless of anything else in this policy and are not affected by whether the 14-day cancellation window has passed.