Return & Refund Policy
Last Updated: 2 September 2026
This Return & Refund Policy applies to orders delivered to the United Kingdom.
At Cevelle, our goal is complete customer satisfaction. If your purchase does not leave you fully satisfied, we offer a 30-day return window beginning on the day your order is delivered.
This 30-day return policy is offered in addition to your statutory rights under UK consumer law. Nothing in this policy affects your statutory rights.
YOUR LEGAL RIGHT TO CANCEL
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers generally have the right to cancel an online purchase without giving a reason.
You may exercise this right from the moment your order is placed until 14 days after the day you, or a person nominated by you, receive the goods.
If your order contains multiple items that are delivered separately, the 14-day cancellation period starts from the day you receive the final item.
To exercise your right to cancel, please email info@cevelle.com with your order number and a clear statement that you wish to cancel your order.
After notifying us that you wish to cancel, you have a further 14 days to return the goods.
Where your statutory right to cancel applies, we will issue the applicable refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back, whichever occurs first.
OUR 30-DAY RETURN POLICY
In addition to your statutory cancellation rights, Cevelle offers a 30-day return window from the date your order is delivered.
You may request a return if:
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You ordered the wrong size or colour;
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The item does not fit;
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The product does not meet your expectations;
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You have simply changed your mind;
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The item arrived damaged or defective;
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You received an incorrect item.
For change-of-mind returns under our additional 30-day return policy, the product must be:
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Unworn and unused;
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In the same condition in which you received it;
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Returned with all original tags attached; and
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Returned in its original packaging.
These additional conditions do not limit any statutory rights you may have where goods are faulty, damaged, incorrectly supplied, or not as described.
FAULTY, DAMAGED OR INCORRECT ITEMS
Under the Consumer Rights Act 2015, goods supplied to UK consumers must be of satisfactory quality, fit for purpose and as described.
If your product is faulty, damaged or not as described, your statutory rights may include:
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Within 30 days of delivery: the right to reject qualifying faulty goods and receive a refund.
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After 30 days and within six months: you will generally be entitled to request a repair or replacement first. If this is impossible or unsuccessful, you may be entitled to a refund or price reduction.
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After six months: you may still have statutory rights if you can demonstrate that the fault existed when the goods were supplied, subject to the applicable limitation period.
If you receive a damaged, defective, incorrect or materially misdescribed product, please contact info@cevelle.com with your order number and photographs showing the issue.
Where the goods are faulty, damaged, incorrect or not as described and we are legally responsible for the return, Cevelle will cover the reasonable return shipping costs.
NON-RETURNABLE ITEMS
Certain products may not qualify for change-of-mind returns where an applicable legal exception applies. These may include:
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Gift cards;
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Products made to your specifications or clearly personalised;
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Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
This may include certain underwear, hosiery, swimwear and pierced jewellery where the relevant hygiene seal has been removed or broken.
These exclusions do not remove your statutory rights where an item is faulty, damaged, incorrect or not as described.
RETURN PROCEDURE
To return an item, please follow these steps:
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Request: Email info@cevelle.com with your order number and tell us which item you would like to return and the reason for the return.
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Instructions: Our customer service team will provide you with the applicable return instructions and the correct return address.
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Packaging: Package the item securely and include the requested order information with your return.
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Shipping: Send the parcel to the return address provided by our customer service team. We strongly recommend using a tracked shipping service and retaining your proof of postage.
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Processing: Once your return has been received and inspected, we will process the applicable refund in accordance with this policy and your statutory rights.
Please do not return products to our registered business address unless our customer service team specifically instructs you to do so.
RETURN SHIPPING COSTS
For a change-of-mind return, including situations where you ordered the wrong size or colour, the item does not fit, or the product does not meet your expectations, you are generally responsible for the direct cost of returning the goods.
These return shipping costs are non-refundable unless otherwise required by law.
Some Cevelle products are dispatched through international fulfilment partners. The applicable return address may therefore be located outside the United Kingdom, which can make return postage more expensive than a domestic UK return.
Our customer service team will provide you with the correct return address before you send your item back.
Exception: If the item is faulty, damaged, incorrect or not as described and Cevelle is legally responsible for the return, Cevelle will cover the reasonable return shipping costs.
RETURN ADDRESS
Returns must only be sent to the return address provided by our customer service team after your return request has been reviewed.
Because Cevelle works with different fulfilment partners, the return address may differ depending on the product and order.
Please contact us at info@cevelle.com before returning your order. Returns sent to an unauthorised address may cause delays in processing.
REFUNDS
Approved refunds will be issued to the original payment method used when placing the order.
For returns made under our voluntary 30-day return policy, we aim to process approved refunds within 5 business days after receiving and inspecting the returned item.
Where your statutory cancellation rights apply, we will refund you within the timeframe required by UK law.
For a statutory cancellation, your refund will include the price paid for the goods and the standard outbound delivery charge you paid, where applicable. Cevelle currently offers free standard shipping on UK orders, so there will normally be no outbound shipping charge to refund.
Once we have issued your refund, your bank, card issuer or payment provider may require an additional 5 to 10 business days to display the funds in your account.
Late or Missing Refunds
If your refund has not appeared within the expected timeframe, please first check with your bank, card issuer or payment provider.
If you still require assistance, contact us at info@cevelle.com.
For change-of-mind returns under our voluntary policy, a refund may be reduced or refused where permitted if the item does not meet the conditions of that policy.
For statutory cancellations, we may reduce the refund to reflect a reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
Nothing in this section limits your statutory rights regarding faulty, damaged, incorrect or misdescribed goods.
EXCHANGES
The quickest way to exchange an item is normally to return the original item for a refund and place a new order for the product, size or colour you would prefer.
If you need assistance with an exchange, please email info@cevelle.com.
CANCELLING BEFORE DISPATCH
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at info@cevelle.com and include your order number.
If your order has not yet been dispatched, we will cancel the order and issue a full refund.
If the order has already been dispatched, we may no longer be able to stop the shipment. However, this does not remove your statutory right to cancel where that right applies. You can still exercise your applicable cancellation rights after receiving the goods as described above.
COMPLAINTS
If you are unhappy with how we have handled your return, refund or cancellation, please contact us at info@cevelle.com first so that we can try to resolve the issue.
Nothing in this policy prevents you from seeking independent consumer advice or exercising any rights or remedies available to you under applicable UK consumer law.
CONTACT INFORMATION
Questions about our Return & Refund Policy? Please contact us:
Store Name: Cevelle
Company Name: JvHEcom (sole proprietorship / eenmanszaak, Netherlands)
Chamber of Commerce (KVK) Number: 97908282
VAT Number: NL005297557B82
E-mail: info@cevelle.com
Phone: +31 6 33 02 63 45
Address: Blauwe Zegge 19, 2498 EW The Hague, Netherlands
Customer Service Hours:
Monday to Friday: 8:00 AM – 7:00 PM UK time
Saturday: 8:00 AM – 5:00 PM UK time
We aim to respond to your enquiry within 24 hours.