Refund policy

Return and refund policy

Legal entity

Radivaria is operated by Avencrest LIMITED.

Return window

You have 30 days from the date you receive your order to request a return. Requests made after that period cannot be accepted, except where mandatory law provides otherwise.

Where you are a consumer in the UK or EU, you also have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods. This policy does not limit that right; where our terms are more generous, the more generous term applies.

How to start a return

Email support@radivaria.com with your order number and the reason for the return. If your return is accepted, we will send you the return address and instructions.

• Returns must be authorized by us before they are sent. Items sent back without a prior return request cannot be matched to your order and will not be refunded.
• Return the goods only to the return address we give you. Do not send goods to the sender address printed on the parcel, to our registered office, or to any address found elsewhere — parcels sent there are not received by our returns team and cannot be refunded.
• Once a return is authorized, the goods must be shipped within 14 days. After that the authorization lapses.

Return costs

The customer pays the full cost of returning the goods. This includes shipping, insurance and any duties or clearance charges arising on the return shipment. Return costs are not refunded.

The goods must be returned directly to the address we provide. Radivaria is not responsible or liable for any costs related to the return of a product, and the customer agrees to indemnify Radivaria for any expense or liability incurred in connection with the return process.

This does not apply where the item was defective, damaged in transit or incorrectly supplied — in those cases we cover the return cost, or provide a prepaid label.

Proof of return — required

Returns must be sent with a tracked service. To be eligible for a refund you must send us the tracking number and proof of shipment (the carrier receipt) at support@radivaria.com.

Without a tracking number and proof of shipment, or where the tracking does not show delivery to the return address we provided, no refund can be issued. The risk of loss or damage during the return shipment is with the customer until the goods are delivered to us.

Condition of returned goods

To be eligible for a return, the item must be in the same condition as when you received it: unused, unopened, unworn, with all seals, labels and original packaging intact, together with the receipt or proof of purchase.

Returns are refused where the item has been opened, used, washed, worn, or shows signs of tampering, and where a hygiene or safety seal has been broken. Where a returned item arrives in a reduced condition because it has been handled more than necessary, we may reduce the refund accordingly.

Items that cannot be returned

Certain items cannot be returned:

• goods that have been opened, used or tampered with, and any sealed goods whose seal has been broken, where return is not appropriate for health-protection or hygiene reasons;
• cosmetics, skincare, make-up and beauty products;
• consumables, supplements and perishable goods (such as food, flowers or plants);
• personal care and hygiene products;
• hazardous materials, flammable liquids and gases;
• custom, personalized or made-to-order items;
• gift cards and digital items.

Contact us at support@radivaria.com if you have a question about a specific item. This list does not affect your statutory rights in respect of faulty goods.

Damaged, defective or incorrect items

Inspect your order on receipt and contact us at support@radivaria.com within 48 hours of delivery if the item is defective, damaged or incorrectly supplied, so that we can assess and resolve the issue.

Your message must include the order number, clear photographs of the item and of the outer packaging, and a description of the fault. Keep the item and its packaging until the claim is resolved. Claims made without this evidence or outside this window may be refused, except where mandatory law provides otherwise.

Cancellations and orders already shipped

An order can be cancelled free of charge if you tell us within 24 hours of placing it and before it has been dispatched.

Once an order has been dispatched, it cannot be recalled, redirected, cancelled or refunded. We cannot stop a parcel that is already with the carrier. If you no longer want the order, wait until it has been delivered and then contact us at support@radivaria.com to request a return under this policy.

Delivery address, collection and undelivered parcels

Customers are responsible for providing complete and accurate shipping information — address, contact details and any delivery instructions — before completing the purchase.

• An address entered incorrectly or incompletely by the customer is the customer's responsibility. We are not responsible for parcels lost, delayed or delivered to the wrong place for that reason, it is not a ground for a refund or a payment dispute, and orders returned to us because of it may incur a further shipping charge for reshipment.
• Address corrections must reach us at support@radivaria.com before dispatch. We will try to apply them but cannot guarantee it. Once an order has shipped, only the carrier can redirect it — the customer must contact the local carrier directly, and any carrier fee for redirection or redelivery is the customer's. A failed address correction is not a ground for a refund.
• If a parcel is delivered to a pick-up point, parcel locker, post office or collection point, it is the customer's responsibility to collect it within the carrier's deadline. If it is not collected and is returned, destroyed or disposed of by the carrier, this is not our responsibility and no refund or replacement is due. Where the parcel comes back to us intact, we can reship it at the customer's cost or refund it less the shipping and handling costs already incurred.
• The same applies where delivery is refused, where entry to the delivery address is not possible, or where import charges are not paid.
• Where the carrier's tracking shows a parcel as delivered, it is treated as delivered. Loss or theft after that point is a matter for the carrier and cannot be refunded or replaced by us.
• A parcel counts as lost once the carrier declares it lost, or once 30 days have passed since dispatch with no delivery scan. We open a carrier investigation before approving a replacement or refund.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If the refund is approved, it is issued to the original payment method within 10 business days. We cannot refund to a different card, account or person.

It may take additional time for your bank or payment provider to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received the money, contact us at support@radivaria.com.

Original shipping charges are not refunded unless the item was defective, damaged in transit or incorrectly supplied, or unless mandatory law requires it.

Payment disputes

If something is wrong with your order, contact us first at support@radivaria.com — we resolve complaints directly and in good faith. Opening a chargeback for an order that has been delivered, or that is still within the delivery window stated at checkout, is a breach of our Terms of Service, and we will respond to the payment provider with the order records, tracking data and correspondence.

Your statutory rights

Nothing in this policy affects your mandatory statutory rights as a consumer in your country of residence, including your rights in respect of goods that are faulty, not as described or unfit for purpose.

Contact

Questions about returns: support@radivaria.com

Last updated: 1 September 2026