top of page
This is the letter R that we use as part of our RIVM company logo.

Refund & Cancellation Policy

Last updated: [January, 2025]

At RIVM LTD, we want you to be fully satisfied with your purchase. If you need to cancel an order or request a return, please review our policy below for full details on how to proceed.

1. Cancelling an Order

Before Dispatch

​

  • If you need to cancel an order, please contact us as soon as possible at info@rivm.co.uk 

  • Orders can only be cancelled if they have not yet been processed for dispatch. If the order has already been dispatched, it cannot be cancelled, but you may return it once received (see Returns & Refunds below).

​

2. Returns & Refunds

If you’re not satisfied with your order, you can return it under the following conditions:

​

Eligibility for Returns

​

  • Items must be returned within 14 days of delivery.

  • Products must be in their original, unused condition and packaging.

  • We do not accept returns of used, opened, or damaged items, unless the item was faulty, damaged in transit, or incorrect upon arrival.

​​

To start a return, contact us at info@rivm.co.uk with your order number and reason for return.

We will provide return instructions, including the return address.

​

Non-Returnable Items

​

For hygiene and safety reasons, we cannot accept returns on body wipes that have been opened or used, unless they are faulty or incorrect.

​

3. Refunds & Replacements

Once your return is received and inspected, we will notify you of the approval or rejection of your refund or replacement.

​

  • Approved refunds will be processed to your original payment method within 5-7 business days.

  • Exchanges or replacements will be sent once the returned item is received and inspected.

​

Faulty, Damaged, or Incorrect Items

​

If you receive a product that is faulty, damaged, or incorrect, we will:
✔️ Offer a full refund or replacement, depending on your preference.
✔️ Cover the cost of return postage for faulty or incorrect items.

​

Please email info@rivm.co.uk with your order number and photos of the issue so we can resolve it as quickly as possible.

4. Return Shipping Costs

  • Customers are responsible for return postage costs, unless the item is faulty, damaged, or incorrect.

  • We recommend using a tracked delivery service for returns, as we are not responsible for lost returns.​

5. Order Processing & Dispatch

  • Orders are processed Monday to Friday, excluding public holidays.

  • Once an order is placed, it cannot be modified or cancelled if it has already been processed for dispatch.

  • You will receive a confirmation email with tracking information once your order has been dispatched.

5. Contact Us

For any refund, return, or cancellation inquiries, please contact:

​

📧 Email: info@rivm.co.uk

​

We aim to respond within 1-2 business days.

bottom of page