Refund policy

This policy applies to purchases made directly from ASHREVIVE by consumers (not business buyers). It is written to comply with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”) and the Consumer Rights Act 2015 (“CRA 2015”).

Our goodwill returns window (30 days)

In addition to your legal rights, we offer a 30-day goodwill return from the day you receive your item. If you change your mind within 30 days:

  • The item must be unused, in the same condition you received it, with all tags/labels attached and in its original packaging.
  • Please include your order number or proof of purchase in the parcel.

Unless your item is faulty or we sent the wrong item, you are responsible for return postage costs. We recommend a tracked service and keeping proof of posting.

Note: Your statutory right to cancel an online order within 14 days (see Section 2) still applies and is not affected by our 30-day goodwill window.

Your legal right to cancel (online/phone orders)

If you purchased online or by phone, you have a 14-day legal right to cancel your order without giving a reason. This 14-day period starts the day after you (or someone you nominate) receives the goods.

  • To cancel, send us a clear statement (email is fine) within the 14-day period: help@ashrevive.com
  • You then have a further 14 days to return the goods after telling us you’re cancelling.
  • We will refund the price paid, including the standard outbound delivery charge (if charged). Any premium/express delivery upgrades are not refundable.
  • We may make a deduction for loss of value if the item has been handled beyond what is necessary to check its nature, characteristics and functioning (similar to how you’d examine it in a shop).

Refunds for cancellations are made within 14 days of us receiving the goods back or receiving evidence that you have returned them - whichever is earlier - using your original payment method.

Faulty, damaged or misdescribed items (your CRA 2015 rights)

If your item is faulty, damaged on arrival, or not as described, please contact us as soon as possible at help@ashrevive.com with your order number and photos if available.

Your statutory rights include:

  • A short-term right to reject faulty goods within 30 days of delivery for a full refund.
  • After 30 days and within 6 months, we will normally offer a repair or replacement first. If that isn’t possible or fails, you may be entitled to a price reduction or refund.
  • These rights apply in addition to our goodwill returns window.

We will cover reasonable return postage for faulty, damaged or misdescribed items.

How to start a return or cancellation

Email help@ashrevive.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason (optional for cancellations; required if faulty/damaged)

We’ll reply with the return instructions and, where applicable, a pre-paid label (faulty/our error) or guidance on returning at your cost (change of mind).

Important: Your legal cancellation is effective when you send us your clear statement within the 14-day period (Section 2), even if you have not yet received our reply. We recommend contacting us first to ensure smooth processing. Unauthorised returns may delay processing.

Items that cannot be returned

Unless faulty, we can’t accept returns for:

  • Customised, made-to-order or personalised items
  • Perishable goods
  • Sealed items not suitable for return due to health or hygiene reasons once unsealed (for example: certain textiles, bedding or earrings)
  • Digital content after download/access has begun
  • Items that have been used, washed, altered, or returned without essential components/packaging

If you are unsure whether your item is returnable, please email help@ashrevive.com before ordering or returning.

Exchanges

For the quickest service, please place a new order for the item you want and return the original item in line with this policy. We’ll process your refund as set out above.

Refunds—timing & method

  • We will notify you once your return is received and inspected.
  • Refunds are issued to your original payment method.
  • For cancellations (Section 2), refunds are made within 14 days of receiving the goods back or evidence of return (whichever is first).
  • For goodwill returns (Section 1), we aim to refund within 14 days of receiving the goods back.
  • Your bank or card provider may take additional time to post the funds to your account.

Orders delivered outside the UK (including EU customers)

We honour at least the same 14-day cancellation period for EU consumers. Local consumer laws may give you additional protections in your country. Return carriage, customs forms and any duties/taxes on returns are the customer’s responsibility unless the item is faulty or we made an error.

Contact details & returns address