Refund policy

This Return and Refund Policy applies to purchases made from Ravelie, operated by GISBORN LTD. Nothing in this policy limits your statutory rights under UK consumer law.

Changing your mind

If you buy from us online, you may cancel an eligible order without giving a reason by notifying us within 14 days after the day you receive the goods. If an order is delivered in separate parcels, the cancellation period begins after you receive the final parcel.

After telling us that you wish to cancel, you must return the goods within the following 14 days.

To begin a return, email support@ravelie.com and include:

  • Your order number

  • The item or items you wish to return

  • A clear statement that you wish to cancel or return the purchase

  • The reason for contacting us if the item is damaged, faulty or incorrect

We will reply with the applicable return instructions and return address. Do not send returns to our business address unless we specifically instruct you to do so. Returns sent without instructions may be delayed or may not reach the correct returns facility.

Condition of returned goods

You may inspect goods as you reasonably would in a shop. Please take reasonable care of the goods and return all parts, accessories and instructions. Original packaging should be used where reasonably possible.

If handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, we may make a lawful deduction for any reduction in value.

For lighting and home products, installation, wiring, modification, prolonged use or customer-caused damage may reduce the value of an item. This does not affect your rights when goods are faulty, unsafe, damaged on arrival, not as described or otherwise do not conform to the contract.

Return shipping costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the goods unless we agree otherwise.

If an item is faulty, damaged on arrival, incorrect, not as described or otherwise does not conform to the contract, contact us before returning it. Where you are legally entitled to a remedy, Ravelie will bear or reimburse reasonable return costs where required by law.

Refunds

For an eligible cancellation, we will refund:

  • The price paid for the returned goods; and

  • The cost of the least expensive standard delivery option offered for the order, where applicable.

If you selected a more expensive delivery method, the additional amount paid for that enhanced service is not refundable unless required by law.

Refunds are made to the original payment method without undue delay. Where the statutory cancellation rules apply, the refund will be issued no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that the goods were sent back. If no goods were supplied, the refund will be issued within 14 days after we are informed of the cancellation.

Your bank or payment provider may require additional time to display the refund after we issue it.

Faulty, damaged or misdescribed goods

Goods sold by Ravelie must be of satisfactory quality, fit for purpose and as described. If goods do not conform to the contract, you may have statutory rights to reject them, obtain a repair or replacement, or receive a price reduction or refund, depending on the circumstances and timing.

UK consumers normally have a short-term right to reject faulty goods within 30 days. Other statutory remedies may continue after that period. These rights are separate from and are not reduced by the 14-day cancellation right for eligible online purchases.

Exceptions to change-of-mind returns

Statutory exceptions may apply to certain goods, including:

  • Goods made to your specifications or clearly personalised

  • Goods liable to deteriorate or expire rapidly

  • Sealed goods that are unsuitable for return for health-protection or hygiene reasons after being unsealed

An exception to change-of-mind cancellation does not remove your rights if the goods are faulty or not as described.

Cancelling before dispatch

If you wish to cancel before dispatch, contact support@ravelie.com as soon as possible. If the order has not entered dispatch, we will cancel it and refund any payment taken. If the order has already been dispatched, the return procedure above will apply.

Exchanges

We do not operate a guaranteed direct exchange service. For an eligible change-of-mind return, the usual process is to return the item for a refund and place a new order for the preferred item. This does not affect any statutory right to a repair or replacement for faulty goods.

Contact

Ravelie / GISBORN LTD
Email: support@ravelie.com
Phone: +44 7418 602132
Address: 24–26 Arcadia Avenue, London, N3 2JU, United Kingdom