Returns Policy

Sarelvi Ltd (“we”, “us”, “our”)

Registered address: 6 Mortons Lane, Bucklebury, Reading Berks RG7 6QQ

Company registration number: 16649252

Email: sarah@sarelvi.com | Telephone: 07778 122340

Last updated: 15/09/2026

 

1. Introduction

 

1.1 This returns policy sets out the terms under which you may return products purchased from us through our website at www.scoves.com (“our website”). It applies to all orders placed by consumers (individuals acting for purposes outside their trade, business, craft, or profession).

 

1.2 This policy does not affect your statutory rights under the Consumer Rights Act 2015 (“CRA 2015”) or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”). Nothing in this policy is intended to limit or exclude any rights you have under these or any other applicable laws.

 

1.3 When we refer to “you” or “your” in this policy, we mean the individual consumer who placed the order with us.

 

1.4 Please read this policy carefully before making a purchase. If you have any questions about our returns process, please contact us using the details set out in section 12 below.

 

2. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

 

2.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days without giving any reason.

 

2.2 The cancellation period begins on the day after you (or a person you nominate, other than the carrier) receive the goods. If your order consists of multiple items delivered on different days, the cancellation period begins on the day after you receive the last item.

 

2.3 If your order consists of multiple lots or pieces of a single item, the cancellation period begins on the day after you receive the last lot or piece.

 

2.4 To exercise your right to cancel within the 14-day cooling-off period, you must inform us of your decision to cancel by making a clear statement. You may use any of the following methods:

 

Email us at sarah@sarelvi.com with your order number and a statement that you wish to cancel;

Write to us at 6 Mortons Lane, Bucklebury, Reading, Berkshire, RG7 6QQ;

Telephone us on 07778 122340; or

Complete and submit the model cancellation form set out below or available on our website at www.scoves.com/cancel.html.

 

2.5 To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the 14-day cancellation period has expired. You do not need to have returned the goods before this deadline, but you must return them promptly after notifying us (see section 4).

 

Model Cancellation Form

 

To: Sarelvi Ltd, 6 Mortons Lane, Bucklebury, Reading RG7 6QQ, sarah@sarelvi.com

 

I hereby give notice that I cancel my contract of sale of the following goods: [description of goods]

 

Ordered on: [date] / Received on: [date]

Name of consumer: _______________

Address of consumer: _______________

Signature (only if sent on paper): _______________

Date: _______________

 

3. How to Return Cancelled Goods

 

3.1 If you cancel your order under section 2, you must return the goods to us without undue delay, and in any event no later than 14 calendar days from the day on which you notify us of your cancellation.

 

3.2 Please return goods to the following address: Sarelvi Ltd, 6 Mortons Lane, Bucklebury, Reading RG7 6QQ.

 

3.3 You should package the goods securely and include your order number and name inside the parcel. We recommend that you use a tracked delivery service and retain proof of postage, as you are responsible for the goods until they reach us.

 

3.4 You must take reasonable care of the goods while they are in your possession. You may inspect the goods as you would in a shop, but you should not use them beyond what is necessary to establish their nature, characteristics, and functioning. If the value of the goods is diminished as a result of handling beyond what is necessary, we may deduct an appropriate amount from your refund.

 

4. Effects of Cancellation

 

4.1 If you cancel your order in accordance with section 2, we will treat the contract between us as at an end from the date we receive your cancellation notice.

 

4.2 We will reimburse all payments received from you, including the cost of standard delivery (but not any supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery we offer).

 

4.3 We may withhold your refund until we have received the returned goods, or until you have supplied evidence of having sent them back, whichever is the earliest.

 

5. Refunds for Cancelled Orders

 

5.1 We will process your refund without undue delay, and in any event:

 

(a) no later than 14 calendar days after the day on which we receive the returned goods; or

(b) if no goods were supplied (or you have already provided evidence that you have sent the goods back), no later than 14 calendar days after the day on which we are informed of your decision to cancel.

 

5.2 We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.

 

5.3 If you received a discount, promotional offer, or voucher code on the original order, the refund amount will reflect the price you actually paid.

 

6. Returns of Defective or Misdescribed Goods

 

6.1 Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for a particular purpose (where you made that purpose known to us), and as described. If the goods we deliver to you are faulty, defective, or not as described, you have statutory rights which this section summarises.

 

30-Day Short-Term Right to Reject

 

6.2 You have the right to reject goods that are faulty, not as described, or not fit for purpose within 30 days of receiving them. If you exercise this right, you are entitled to a full refund. The 30-day period begins on the day you take ownership of the goods (which is normally the day of delivery).

 

6.3 To exercise your short-term right to reject, please contact us using the details in section 12 and provide your order number, a description of the fault, and, where possible, photographic evidence.

 

Right to Repair or Replacement

 

6.4 If more than 30 days have passed since you received the goods, you may request a repair or replacement. We must carry out any repair or provide a replacement within a reasonable time and without significant inconvenience to you, and we will bear any necessary costs of doing so (including postage, labour, and materials).

 

6.5 We may choose to offer a repair instead of a replacement (or vice versa) if your preferred remedy is impossible or disproportionate compared to the alternative.

 

Right to a Price Reduction or Final Right to Reject

 

6.6 If, after one attempt at repair or replacement, the goods still do not conform to the contract, you are entitled to:

 

(a) a price reduction of an appropriate amount; or

(b) exercise your final right to reject the goods and receive a refund (which may be reduced to take account of the use you have had of the goods, except in the first six months after delivery, during which no deduction may be made).

 

6.7 You also have the right to a price reduction or to reject the goods if a repair or replacement is not possible, or if we have failed to carry out a repair or replacement within a reasonable time or without significant inconvenience.

 

6.8 Where goods are defective or misdescribed, we will bear the cost of return shipping. Please do not return goods to us before contacting us first, as we may arrange collection or provide a prepaid return label.

 

7. Non-Returnable Items

 

7.1 The statutory 14-day cancellation right does not apply to certain types of goods. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following items cannot be returned under the cooling-off period (though your rights in respect of faulty goods under the Consumer Rights Act 2015 are unaffected):

 

(a) goods that have been personalised or made to your specifications;

(b) sealed goods that are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery;

(c) goods that, after delivery, become inseparably mixed with other items;

(d) sealed audio or video recordings, or sealed computer software, that have been unsealed after delivery;

(e) newspapers, periodicals, or magazines (except subscription contracts);

(f) goods that are liable to deteriorate or expire rapidly; and

(g) [any other non-returnable items specific to your business, e.g., perishable food items, intimate or sanitary goods].

 

7.2 Where applicable, we will clearly identify non-returnable items on the relevant product page before you place your order.

 

8. Return Shipping Costs

 

8.1 Cancellation under the 14-day cooling-off period: Unless we have offered to collect the goods, you are responsible for paying the direct cost of returning the goods to us. The estimated maximum cost of returning goods by standard post is £5.

 

8.2 Defective or misdescribed goods: We will bear the full cost of returning goods that are faulty, defective, or not as described. We will either provide a prepaid return label, arrange collection, or reimburse your reasonable return postage costs upon receipt of the goods.

 

8.3 Voluntary returns (see section 11): You are responsible for paying the return shipping costs

 

8.4 We recommend that you obtain proof of postage when returning any item, as we cannot accept responsibility for items that are lost or damaged in transit back to us.

 

9. Refund Method and Timescales

 

9.1 All refunds will be made to the original payment method used to place the order, unless we agree otherwise in writing. For example:

 

(a) orders paid by credit or debit card will be refunded to the same card;

(b) orders paid via PayPal will be refunded to the same PayPal account.

.

 

9.2 Refund processing times are as follows:

 

(a) Cancelled orders (14-day cooling-off): We will issue your refund within 14 calendar days of receiving the returned goods (or evidence that you have sent them back), as required by the CCR 2013.

(b) Defective or misdescribed goods: We will issue your refund within 14 calendar days of receiving the returned goods and confirming the fault or misdescription.

(c) Voluntary returns: We will issue your refund within 14 calendar days of receiving the returned goods and confirming they meet the conditions in section 11.

 

9.3 Once we have issued your refund, it may take a further 5–10 working days for the funds to appear in your account, depending on your payment provider.

 

10. Exchanges

 

10.1 We do offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please

.

 

10.2 If you are exercising your 14-day statutory cancellation right, you should cancel your existing order and place a new order for the replacement item.

 

10.3 If you wish to exchange a defective item, we may offer a replacement under section 6 above rather than requiring you to cancel and re-order.

 

11. Voluntary Returns Policy (Beyond Your Statutory Rights)

 

11.1 In addition to your statutory rights set out in this policy, we offer a voluntary returns period of 30 days from the date of delivery (“our goodwill returns policy”). This voluntary policy is offered in addition to, and does not affect, your statutory rights.

 

11.2 To be eligible for a return under our goodwill returns policy, the following conditions must be met:

 

(a) the item must be unused and in the same condition as when you received it;

(b) the item must be in its original packaging, with all tags and labels still attached;

(c) you must provide proof of purchase (such as your order confirmation email or receipt); and

(d) the item must not fall within the categories of non-returnable items listed in section 7.

 

11.3 If the returned item does not meet the conditions in clause 11.2, we reserve the right to decline the return or to offer a partial refund or store credit at our discretion.

 

11.4 Refunds under our goodwill returns policy will be processed as a refund to the original payment method, at our discretion.

 

11.5 Our goodwill returns policy may be withdrawn or amended at any time, but any changes will not affect returns for orders placed before the date of the change.

 

12. Contact Details

 

12.1 If you have any questions about this returns policy, or if you wish to initiate a return, please contact us using the following details:

 

Business name: Sarelvi Ltd

Postal address: 6 Mortons Lane, Bucklebury, Reading, Berkshire, RG7 6QQ

Email address: sarah@sarelvi.com

Telephone: 07778 122340

 

12.2 We aim to respond to all returns enquiries within 5 working days.

 

12.3 If you are not satisfied with the way we have handled a return or refund, you may wish to consider using an alternative dispute resolution (ADR) provider. You may also be able to use an alternative dispute resolution (ADR) service. You can find a list of approved ADR providers on the Chartered Trading Standards Institute website.

 

12.4 Nothing in this policy affects your right to take legal action to enforce your statutory rights.

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.