Return & Refund Policy

Last Updated: September 8, 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 30-day return policy.
Your rights when a product is faulty, damaged, incorrect, unsafe, or not as described.
How returns, refunds, exchanges, and cancellations are handled.
Where products may need to be returned and who is responsible for return shipping costs.

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, UK consumers have the legal right to cancel their purchase without giving a reason.

The cancellation period generally expires 30 days after the day on which you receive the goods.

Where an order contains multiple goods that are delivered separately, the cancellation period generally runs from the day after you receive the final item from that order where applicable under law.

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

You may do this by emailing:

info@evira-london.com

Please include:

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

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

Our voluntary 30-day return policy, explained below, provides additional time for eligible products and operates separately from your statutory 30-day cancellation right.

Returning Goods After Statutory Cancellation

After informing us that you wish to exercise your cancellation right, you must normally send the goods back within 30 days.

Please contact us before sending a return so that we can provide the appropriate return instructions and authorised return destination for your order.

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

Depending on the product, supplier, fulfilment route, and location of available return facilities, products may need to be returned to a separate authorised return or fulfilment facility, including a facility located outside the United Kingdom.

Where applicable, the authorised return country, address, and instructions will be provided before you send the product.

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

International Returns and Fulfilment

Evira London uses an international fulfilment network. As explained in our Shipping Policy, some products supplied to customers in the United Kingdom are dispatched through international fulfilment facilities.

One of the facilities within our international fulfilment network is:

International Fulfilment Centre
Attn: Liu Changxing
YTO Express, 3rd Floor — West Side of Elevator 2
No. 409 Suxi Road
Yiwu City, Zhejiang Province 310000
China
Tel: +86 151 0545 5455

Depending on the product and fulfilment route, an approved return may be directed to an international return or fulfilment facility, including the facility listed above.

However, this address must not automatically be used for every return.

Before sending any product, contact info@evira-london.com and wait until our customer-service team has confirmed the correct authorised return destination for your specific order.

Change-of-mind returns may therefore require international return shipping.

Where the customer is responsible for return shipping under this policy, the direct return shipping cost is the customer’s responsibility.

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

Our use of international suppliers or fulfilment facilities does not remove or reduce your statutory consumer rights.

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 appropriate amount from a 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 when inspecting it 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 from the statutory cancellation right under applicable law.

Any exclusion will only be applied where legally permitted.

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 offers eligible customers a voluntary 30-day return period.

Eligible change-of-mind returns may be requested within 30 days after the product has been delivered to you.

The 30-day period begins from delivery, not from the date on which the order was placed.

This voluntary return period does not replace, limit, or reduce your statutory 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 where applicable.
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 the 30-day voluntary return period may be refused where the product does not meet these conditions.

Where our voluntary return policy provides rights beyond the statutory minimum, these 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 matches its description and is not faulty but does not meet your personal expectations.

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

For approved change-of-mind returns, the customer will normally be responsible for the direct cost of return shipping where permitted by law.

Depending on the fulfilment route, an international return may be required.

Non-Returnable Change-of-Mind Items

The following products may not be eligible under our voluntary change-of-mind return policy:

Gift cards.
Personalised or customised products.
Made-to-order products.
Items expressly excluded from our voluntary return policy 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 an applicable hygiene seal has been removed.
Swimwear where an applicable hygiene strip has been removed.
Cosmetics or beauty products that have been opened or used.

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

Products purchased during a sale or promotion retain all applicable statutory consumer rights.

Faulty, Damaged, Incorrect, or Misdescribed Goods

Your statutory rights relating to faulty or non-conforming goods are separate from your statutory right to cancel an online purchase and our voluntary return policy.

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 particular 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 compared with what you ordered.
Is missing components or accessories.
Otherwise fails to comply with applicable consumer law.

info@evira-london.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 needed to assess the issue.

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

Short-Term Right to Reject Faulty Goods

Where goods do not comply with applicable statutory 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 applicable period may be paused where you agree to a repair or replacement and may resume in accordance with applicable consumer law.

The 30-day short-term right to reject faulty goods is different from:

Your 30-day statutory cancellation right for most online purchases; and
Evira London’s voluntary 30-day return policy for eligible change-of-mind returns.

These rights should not be confused with one another.

Repairs and Replacements

Where the short-term right to reject has expired, or where you choose not to exercise 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 remedy.

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 provide an alternative statutory remedy where the remedy requested by the customer 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 applicable, including where:

A repair or replacement is unsuccessful.
The product remains faulty following an attempted statutory remedy.
Repair or replacement is impossible.
Repair or replacement is not completed within a reasonable time.
Repair or replacement would cause significant inconvenience.

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

Where legally permitted, a deduction for use may sometimes apply to certain products.

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

Return Procedure

1. Contact Us

Email info@evira-london.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 30-day 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.
Identify the appropriate return facility.
Arrange an appropriate remedy.

3. Return Instructions

Where a return is required, we will provide:

The authorised return address.
The country in which the authorised return facility is located.
Packaging instructions.
Any required return form or reference number.
Information about return shipping.
Any other relevant instructions.

Returns must not automatically be sent to our registered business address or an international fulfilment facility unless we expressly confirm that it is the correct authorised destination for your order.

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 only to the authorised address provided or confirmed 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.

International return shipping may be required depending on the product and fulfilment route.

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 as a result of 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 where this responsibility was disclosed before purchase and where permitted by law.

Depending on the product and fulfilment route, the authorised return facility may be located outside the United Kingdom.

This means an international return may be required.

Where we did not properly inform you before purchase that you would be responsible for the direct cost of returning the goods, we will cover those costs where required by law.

For products that cannot normally be returned by post, we will provide information about return costs where required by applicable law.

Voluntary Change-of-Mind Returns

For voluntary change-of-mind returns:

Return shipping costs are the customer’s responsibility.
International return shipping may be required.
Return shipping costs are generally non-refundable.
The customer remains responsible for the return until it reaches the authorised facility, subject to applicable law.
We recommend using tracked shipping and retaining proof of postage.

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.
Provide alternative return instructions.
Confirm that the item does not need to be returned.

Please contact us before paying substantial return costs relating to a faulty, damaged, incorrect, or misdescribed product.

Return Address

Returns must only be sent to an address authorised or confirmed by our customer-service team.

Our registered business address:

Seta Services
Damstraat 10
2265 AH Leidschendam
The Netherlands

is our registered business address and is not automatically the return destination for products.

Depending on the product and fulfilment route, authorised returns may instead be processed through an international return or fulfilment facility.

One facility within our international fulfilment network is:

Do not send a return to this facility unless our customer-service team has confirmed that it is the correct authorised return address for your specific order.

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 your return is sent to the correct facility.

This requirement does not remove or restrict your statutory consumer rights.

Refunds for Statutory Cancellations

Where you validly exercise your statutory cancellation right, we will refund:

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

As Evira London currently offers free standard shipping, there may be no separate standard delivery charge to refund.

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

Where legally permitted, we may reduce a refund to reflect a reduction in the value of the goods caused by handling beyond what was reasonably necessary to inspect them.

Refund Timing

For statutory cancellations involving returned goods, we will issue the refund without undue delay and normally no later than 30 days after:

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

whichever occurs first where applicable.

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

For other approved returns under our voluntary return policy, we aim to process the refund within five business days after the returned product has been received and assessed.

Your bank, card issuer, or payment provider may require additional processing 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.

Evira London currently offers free standard shipping for eligible United Kingdom orders.

Where an optional paid delivery service is available, 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 where:

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 relating to a statutory cancellation will reflect an actual reduction in value where permitted and will not be used as a penalty.

We will explain an applicable deduction where appropriate.

Deductions associated with change-of-mind returns do not limit remedies relating to genuine faults that existed when the goods were supplied.

Refused Voluntary Returns

A return made under our voluntary 30-day return policy may be refused where:

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

A refusal under our voluntary return policy does not remove any statutory rights that apply where goods are faulty, damaged, incorrect, unsafe, misdescribed, 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 where clearly disclosed.
Stock availability cannot be guaranteed.

Where a replacement is provided because goods are faulty, incorrect, or misdescribed, it will be handled in accordance with 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.

Where you are responsible for return shipping, the authorised return may need to be sent internationally.

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

Sale and Discounted Products

Products purchased during a sale, promotion, 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 statutory faulty-goods rights merely because they were:

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

A voluntary promotional or clearance condition does not override statutory rights.

However, you may not be entitled to a statutory remedy for a specific defect that was clearly disclosed to you before purchase and formed part of the basis on which the product was sold.

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@evira-london.com

Please include your order number.

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

Cancellation before dispatch cannot be guaranteed once processing has started.

Your cancellation before dispatch 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@evira-london.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 applicable sample or model.
Supplied by a trader legally entitled to sell them.

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

A refund.
Repair.
Replacement.
Price reduction.
Final rejection.
Other remedies available under applicable law.

Your statutory rights are not limited by:

Our voluntary 30-day return period.
Any manufacturer’s warranty.
Whether a product was purchased on sale.
The absence of original packaging where that does not legally affect the remedy.
A voluntary store condition.
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@evira-london.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
Sunday: Closed

We aim to respond to customer enquiries within 24 hours.