Return and Refund Policy
Last updated: April 20, 2026
Effective Date: April 20, 2026
At Rilvana, we want you to be completely satisfied with your purchase. If something isn't right, we make it straightforward to cancel, return or exchange your item.
Order Cancellation
You have the legal right to cancel your order within 14 days of receiving your item, for any reason. To cancel, email us at support@rilvana.co.uk with your order number. Once you have notified us of your cancellation, you have a further 14 days to return the item.
How To Return Your Item
Please follow these steps to send your item back:
- After receiving your cancellation request, we will email you the return address and instructions within 1 business day.
- Pack the item securely using the original packaging where possible.
- Return the item within 14 days after you have notified us of your cancellation, using a tracked delivery service.
For change-of-mind returns, you are responsible for the cost of returning the item.
Condition of returned items
To be eligible for a return, items must be:
- Unworn, unwashed, and in original condition
- With all original tags attached
- Free from odours, makeup, or visible signs of wear
- In original packaging where possible
Exchanges
We offer exchanges for a different size or colour within 14 days of receiving your item, subject to stock availability. Items must meet our return conditions above.
To exchange an item, return it to us and once we receive and inspect it, we will send out your replacement.
If your preferred item is unavailable, we will process a full refund to your original payment method.
Please note that return shipping costs for exchanges are your responsibility.
Refund Policy
Once we receive the returned item, we will process your refund within 7 business days to the original payment method. You will receive an email notification once your refund has been processed.
If you have any questions or experience any issues with your refund, please contact us at support@rilvana.co.uk and our team will be happy to help.
Restocking Fees
We do not apply restocking fees to returned items.
Sale Items
You have the same refund rights for sale items as you do for full-priced items.
Faulty Goods
If an item is faulty, damaged, or not as described, you have up to 30 days of delivery to reject it for a full refund.
After 30 days and within 6 months of delivery, you are entitled to a repair or replacement. If the repair or replacement is unsuccessful, you are entitled to a full refund.
After 6 months of delivery, you may be asked to provide proof that the fault was present at the time of delivery. If confirmed, you are entitled to a repair, replacement, or an appropriate refund. In some cases, a partial refund may be applied to reflect the use of the item.
To report a faulty item, contact us at support@rilvana.co.uk with your order number and clear photos of the issue. We will cover return shipping costs and provide a prepaid return label.
Your rights are protected under the Consumer Rights Act 2015.
Contact
For any questions about returns or refunds, please contact us:
- Company Name: OriaZest LTD
- Address: 9 Bourne Road, Bexley, England, DA5 1LW, United Kingdom
- Email: support@rilvana.co.uk
- Phone: +447385330163
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)
- Response Time: We aim to respond within 1 Business day