At Privazz, we want you to shop with confidence. If you are not fully satisfied with your order, this policy explains how returns, cancellations, and refunds are handled.
This policy is intended to work alongside your statutory rights under applicable UK consumer law. Nothing in this policy affects your legal rights.
1. Cancelling your order
If you purchase from Privazz online, you have the right to cancel your order within 14 days of receiving your goods, even if the item is not faulty and you have simply changed your mind. Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.
To exercise your right to cancel, please contact us in writing by email and include your order details.
2. Return conditions
To be eligible for a return, items should be:
- unworn and unused
- in their original condition
- returned with any original tags, where applicable
- returned in suitable packaging to prevent damage in transit
If an item has been handled beyond what is reasonably necessary to inspect it, we may be entitled to make a deduction from the refund to reflect any loss in value.
3. Non-returnable items
Certain items may not be suitable for return for hygiene or other valid reasons, unless they are faulty. This may include, where applicable:
- underwear or intimate items with broken hygiene protections
- personalised or customised items
- final sale items where clearly stated, subject to your statutory rights
- any item returned in a condition that makes it unsuitable for resale
If a product is excluded from change-of-mind returns, this should be made clear on the product page or at checkout. Your statutory rights in relation to faulty or misdescribed goods still apply.
4. Faulty, damaged, or incorrect items
If you receive an item that is faulty, damaged, not as described, or not fit for purpose, please contact us as soon as possible with your order number and clear photographs where relevant.
Under UK consumer law, goods must be of satisfactory quality, fit for purpose, and as described. Where goods do not meet these standards, you may be entitled to a repair, replacement, price reduction, or refund depending on the circumstances. For many faulty goods claims made within 30 days, consumers have a short-term right to reject the goods and receive a refund.
5. How to request a return
To request a return, please contact our customer support team and include:
- your full name
- your order number
- the email address used for the order
- the reason for the return
- photographs of the item, where relevant
Once your request has been reviewed, we will provide further return instructions where applicable.
6. Return shipping costs
If you are returning an item because you have changed your mind, you may be responsible for the return postage cost unless we state otherwise.
If the item is faulty, damaged, incorrect, or not as described, we will review the matter and, where appropriate, arrange a suitable remedy in line with your statutory rights.
7. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Where a refund is due following a valid cancellation, we will refund you within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned, whichever is earlier in line with applicable rules. Where applicable, we will also refund the cost of the basic standard delivery option originally paid, but not any upgraded delivery surcharge beyond standard delivery.
Refunds will be made using the original payment method where possible.
8. Orders already processed or dispatched
If your order has already been processed or dispatched, it may no longer be possible to stop it immediately. In that case, you may still cancel and return the order in accordance with this policy and your statutory rights once it has been delivered.
9. Incorrect delivery details or failed delivery
It is the customer’s responsibility to ensure that all shipping details entered at checkout are accurate and complete.
If a parcel cannot be delivered because of incorrect information, repeated failed delivery attempts, or failure to collect the parcel when required, we reserve the right to deduct any direct costs reasonably incurred from any refund where appropriate. Any such deduction must remain fair and proportionate.
10. Proof of return
We strongly recommend using a tracked return service and keeping proof of postage until your return has been fully processed.
We cannot be responsible for returned parcels lost in transit where no proof of return is available.
11. Contact Us
If you would like to request a return or need help regarding a refund, please contact us through our Contact Us page or by email.
Privazz
Modern style with everyday confidence.