Returns, Exchanges and Cancellations Policy

We hope that you love your garment and will be happy with every purchase you make from us. However, in the event that it is not quite right we offer a returns’ policy for Products returned to us in their original condition with all labels still attached.

 Our returns, exchange and cancellation policy is set out below. This policy together with our General Terms and Payment and Delivery policy contains the terms that govern the use of the Site and the orders you place and purchase.

Any defined terms used in this Returns, Exchanges and Cancellation Policy will have the meaning given to them in the General Terms and other policies.

Returns & Refunds

Non-faulty Products

If you have received a Product and it is not faulty or mis-described then you may cancel the order and obtain a refund for that Product provided you notify us in the manner set out and within the period set out in the section, Cancelling an Order below.

You will need to arrange for return of the item(s) to us at your own cost, quoting your order number. We will not reimburse you for any delivery or other costs that you incur in returning the goods to us. Your relevant order number must be quoted on all returns.

You may of course inspect the Products that you purchase from us. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our Products.  Accordingly, please do not damage the Products whilst you inspect them and please store and handle all Products with care and in a manner that is appropriate for the type of Product. 

Products must be returned complete (i.e. with any accessories or other parts that you receive with the Products) and, where possible, with all original packaging.

 

Faulty and mis-described Products

In the unlikely event that you receive Products from us that are of unsatisfactory quality, unfit for purpose, or not as described, then you may cancel the order and obtain a refund for that Product within 20 days of the date of delivery from us to get a full refund.  We should be grateful if you would notify us in writing by email of your intention to return within 14 days of receipt of goods (info@rixo.co.uk) so we

Please note that we will not accept returns and provide refunds if a fault arises from fair wear and tear, wilful or accidental damage, negligence by you or a third party, abnormal or inappropriate storage or working conditions or maintenance, failure to operate or use the Products in accordance with the user instructions, misuse or alteration or repair of the Products by you or a third party that is not authorised by us or the manufacturer.

You should provide us with proof of purchase when seeking to return a faulty or mis-described item. You will need to arrange for return of the item(s) to us.  We will inspect all items that we receive from you. We will offer to arrange to replace the Product with a new one or reimburse you for the full cost of the item (but not the value of any promotional code(s) used) to your original payment method within 30 days of our receipt of the faulty or mis-described item. 

You have certain rights as a consumer, including legal rights relating to the repair and replacement of faulty goods. Nothing in these Terms will reduce these legal rights.  For further information about your legal rights, please contact your local authority Trading Standards Department or Citizen’s Advice Bureau.

 

Methods of Return

You may return the Products that you have purchased from this Site by post to: 74 ARCHEL ROAD, FULHAM, LONDON, W14 9QP with your order number. Whenever returning Products by post for whatever reason, we recommend that you use a courier that offers shipment tracking services and that you insure the Product for its full value while in transit.  If you choose not to follow these recommendations we regret that you will be responsible for any loss or damage to the Product during transit.  We advise you to send by special delivery so that the goods can be tracked as they are your responsibility until they reach our premises. We’ll process the refund as soon as we get our hands on your package and will email you to confirm it’s arrival. Please allow 3-5 working days for your refund to be received.
Please contact Thalia by emailing thalia@rixo.co.uk if you have any further questions. 

If you have any Custom alterations the Products cannot be returned

 

International Returns

To return an item please notify us in writing by email of your intention to return the Products within 14 days of receipt and receive a Return Authorisation Number.  Please email info@rixo.co.uk.  You must write on top of the box and all necessary documentation that the Products are a return purchase, otherwise you may be liable for Import Duty.  It is your responsibility to select a reliable carrier to return the Products to us with a trackable service.  The Products are your responsibility until they reach our premises.

Cancelling an order

You have a legal right to cancel a Contract (under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013) within 14 days of receipt by you of the Product (“Relevant Period”).  Accordingly, during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us, by email (info@rixo.co.uk), of your decision to cancel the Contract and, provided you return the Product to us within 14 days, receive a refund.

Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office.

However, this cancellation right does not apply in the case of any Products made to your specification or clearly personalised.

If you cancel a Contract you must return the Products to us at 74 Archel Road, Fulham, London W14 9QP within 14 days after the day you cancel and you will be responsible for the costs of returning the Products.

Once we have received the Products and provided they are still in the original condition with all labels still attached, we will refund the total price you have paid for the Products on the card you paid, within 14 days of our decision to refund you.  Please allow for this.   However, if you chose enhanced delivery, we will only refund up to the amount of our usual standard delivery costs.

Exchanges

We hope that you love your garment but in the event that it is no quite right and you would like to exchange it for a different size or style, we offer an exchange policy for Products returned to us in their original condition with all labels still attached.  To return an item for exchange please notify us in writing by email of your intention to return the item for exchange and what you would like to exchange it for within 14 days of receipt of Products and receive an Exchange Authorisation Number.  Please email at info@rixo.co.uk.  Please send the Products back to us within 14 days so that we can process your exchange.  Please note that the return postage costs are at your expense unless the Products are faulty.  We would advise you to send by special delivery so the Products can be tracked as they are your responsibility until they reach our premises.  If you have had any Custom alterations the Products cannot be returned for refund or exchange.

International Exchanges

To an exchange an item please notify us in writing by email of your intention to return the Products for exchange within 14 days of receipt of the Products, stating what you would like to exchange it for and receive an Exchange Authorisation Number.  Please email info@rixo.co.uk.  You must write on top of the box and all necessary documentation that the Products are for a return exchange purchase, otherwise you may be liable for Import Duty.  It is your responsibility to select a reliable carrier to return the Products to us with a trackable service.  The Products are your responsibility until they reach our premises.  We offer a exchange policy for Products returned to us in their original condition with all labels still attached.  We are unable to offer refunds for international postage.  If you have had any Custom alterations the Products cannot be returned.