Refund policy
RETURN & REFUND POLICY
Last updated: 5 September 2026
At Riverlinston, we want you to feel confident when shopping with us. This Return & Refund Policy explains your rights when purchasing products through Riverlinston.store, including your statutory rights under applicable UK consumer law.
Nothing in this policy limits, excludes or affects any statutory rights you may have as a consumer.
For any return, refund or order-related enquiry, please contact us at:
Email: help@Riverlinston.store
Website: Riverlinston.store
1. YOUR RIGHT TO CANCEL AN ONLINE ORDER
If you are a consumer purchasing goods online, you normally have a legal right to cancel your order without giving a reason.
You may notify us that you wish to cancel your purchase at any time from the date the contract is formed until 14 days after the day on which you, or a person nominated by you, receives the goods.
If an order contains multiple items delivered separately, the cancellation period generally runs from the day after you receive the final item forming part of that order.
To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.
You can contact us at:
Please include, where possible:
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your full name;
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order number;
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email address used to place the order;
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the product or products you wish to return; and
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a clear statement that you wish to cancel or return the order.
You do not have to provide a reason for exercising your statutory cancellation right.
2. RETURNING GOODS AFTER CANCELLATION
After informing us that you wish to cancel your order, you must send the goods back to us within 14 days of notifying us of your cancellation.
Please contact help@Riverlinston.store before sending your return so that we can provide the appropriate return instructions and return destination.
Products should be securely packaged to reduce the risk of damage during transit.
Customers should retain proof of postage or other evidence showing that the goods have been returned.
3. CONDITION OF RETURNED ITEMS
You may inspect and handle a product in the same way that you reasonably would in a physical shop to establish its nature, characteristics and functioning.
You may be responsible for any reduction in the value of the goods caused by handling beyond what is reasonably necessary to inspect them.
For clothing, we therefore recommend that items are returned:
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unworn, other than for reasonable fitting;
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unwashed;
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free from stains, odours or damage;
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with original tags attached where reasonably possible; and
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with any accessories or components supplied with the item.
The absence of original packaging does not automatically remove your statutory rights.
However, we may make a reasonable deduction from a refund where the value of an item has been reduced because it has been handled beyond what would reasonably be permitted when examining the product in a shop.
4. RETURN SHIPPING COSTS – CHANGE OF MIND
Where you are returning an item because you have changed your mind under your statutory cancellation right, you will generally be responsible for the direct cost of returning the goods, provided you were informed of this responsibility before entering into the contract.
We recommend using a tracked postal or courier service.
Riverlinston cannot be responsible for a return parcel while it is in the possession of a carrier selected independently by the customer.
This section does not apply where the product is faulty, damaged, not as described or otherwise fails to comply with your statutory rights.
5. REFUNDS FOR CANCELLED ORDERS
When you validly cancel an eligible order, we will refund the payments due to you in accordance with applicable UK consumer law.
This will normally include:
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the purchase price of the returned goods; and
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the cost of the least expensive standard delivery method offered by Riverlinston for the original order.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option.
6. WHEN YOUR REFUND WILL BE ISSUED
Where goods are being returned following cancellation, we will issue the refund without undue delay and normally no later than 14 days after:
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the day we receive the returned goods; or
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the day you provide evidence that the goods have been sent back,
whichever occurs first.
We may withhold reimbursement until we have received the goods back or you have supplied satisfactory evidence that they have been returned.
7. REFUND METHOD
Refunds will normally be issued using the same payment method used for the original transaction, unless you expressly agree otherwise.
You will not be charged an additional fee by Riverlinston for receiving an eligible refund.
After we issue a refund, the time taken for the amount to appear in your account may depend on your bank, card issuer or payment provider.
8. FAULTY, DAMAGED OR MISDESCRIBED GOODS
Your rights relating to faulty goods are separate from your right to change your mind.
Under the Consumer Rights Act 2015, goods supplied by Riverlinston must, where applicable:
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be of satisfactory quality;
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be fit for their intended purpose; and
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match their description.
If an item does not meet these requirements, you may have statutory rights to a refund, repair or replacement.
9. 30-DAY SHORT-TERM RIGHT TO REJECT
If goods are faulty, not of satisfactory quality, not fit for purpose or not as described, consumers will generally have a 30-day short-term right to reject the goods and request a refund, subject to the requirements of the Consumer Rights Act 2015.
Where the statutory short-term right to reject applies, an eligible refund will normally be provided in accordance with the time limits required by law.
10. FAULTS DISCOVERED AFTER 30 DAYS
If a qualifying fault is discovered after the initial 30-day period, you may be entitled to request a repair or replacement.
The remedy provided will depend on the circumstances and the requirements of the Consumer Rights Act 2015.
A repair or replacement must be carried out:
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within a reasonable time;
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without significant inconvenience to the customer; and
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at no additional cost to the customer where the statutory requirements are met.
If a repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may have the right to a price reduction or final right to reject the goods and receive a refund, depending on the circumstances.
11. GOODS THAT DEVELOP A FAULT WITHIN SIX MONTHS
Where a fault becomes apparent within the first six months, UK consumer law will generally treat the goods as having failed to conform to the contract at the time of delivery unless Riverlinston can demonstrate otherwise, or unless that presumption would be inconsistent with the nature of the goods or the fault.
Your rights will depend on the circumstances and the remedy being requested.
Nothing in this policy reduces any rights available to you under the Consumer Rights Act 2015.
12. RETURN COSTS FOR FAULTY OR INCORRECT GOODS
Where goods are confirmed to be faulty, damaged on arrival, incorrectly supplied or otherwise fail to conform to the contract, Riverlinston will be responsible for the reasonable cost of returning the goods where required by applicable law.
Please contact us before returning such goods so that we can provide appropriate instructions.
Email: help@Riverlinston.store
Please do not dispose of a faulty or damaged item before contacting us, unless doing so is reasonably necessary for health or safety reasons.
We may request reasonable evidence, such as photographs, videos or other information, to help us assess the problem. Any such request will not remove or unfairly restrict your statutory consumer rights.
13. ITEMS DAMAGED DURING DELIVERY
If your parcel arrives visibly damaged or an item has been damaged during delivery, please contact us as soon as reasonably possible at:
Where possible, please provide:
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your order number;
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photographs of the item;
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photographs of the external packaging; and
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a brief explanation of the issue.
These details help us investigate the matter with the delivery carrier.
Failure to provide photographs does not automatically remove any statutory rights you may have.
14. INCORRECT ITEMS
If you receive an item that you did not order, please contact us at:
Please provide your order number and details of the incorrect item.
Where Riverlinston has supplied the wrong product, we will arrange an appropriate remedy without requiring you to bear costs that are legally our responsibility.
15. EXCHANGES
If you wish to exchange an item for another size, colour or product, please contact us at:
Exchanges are subject to product availability.
Where a direct exchange is not available, we may ask you to return the original item for a refund and place a new order.
Our exchange procedure does not affect your statutory rights.
16. SALE AND DISCOUNTED ITEMS
Products purchased during a sale, promotion or using a discount code retain the same statutory consumer rights as full-price products.
A discounted price does not remove your legal rights where an item is faulty, not as described or otherwise fails to conform to the contract.
Where a product was specifically discounted because of a defect that was clearly disclosed to you before purchase, you cannot normally rely on that particular disclosed defect as grounds for claiming that the goods were not satisfactory.
Other statutory rights remain unaffected.
17. EXCEPTIONS TO THE RIGHT TO CANCEL
Under UK consumer law, certain types of goods may be excluded from the statutory change-of-mind cancellation right.
Where applicable, these may include:
Personalised or Bespoke Goods
Products made to your specifications or clearly personalised may not be eligible for cancellation simply because you have changed your mind.
This does not affect your rights if the item is faulty, damaged or not as described.
Sealed Health or Hygiene Products
Goods sealed for health protection or hygiene reasons may lose the statutory change-of-mind cancellation right once the seal has been broken where the item is not suitable for return for genuine health or hygiene reasons.
Goods That Deteriorate Rapidly
Products liable to deteriorate or expire rapidly may be excluded from the cancellation right.
Sealed Audio, Video or Software Products
Where applicable, sealed audio recordings, video recordings or computer software may be excluded from the cancellation right once unsealed.
Goods Inseparably Mixed After Delivery
Goods which, after delivery, become inseparably mixed with other items may also fall within a statutory exception.
Any exception will be applied only where permitted by law.
18. HYGIENE AND CLOTHING
For fashion products, a general statement that an item is “non-returnable for hygiene reasons” does not automatically remove statutory cancellation rights.
Any health or hygiene exception will only be applied where the legal requirements for that exception are satisfied.
Where a hygiene seal is used and breaking that seal lawfully causes the cancellation right to be lost, this will be made clear to the customer before purchase where required.
Faulty goods remain subject to statutory consumer protections.
19. PROOF OF PURCHASE
We may ask for reasonable proof that the product was purchased from Riverlinston.
Acceptable evidence may include:
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your order confirmation;
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order number;
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payment confirmation;
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bank or card statement; or
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other reasonable evidence of purchase.
20. REFUSED OR UNCOLLECTED DELIVERIES
If you wish to cancel an order, we recommend contacting us directly rather than simply refusing delivery.
Where a parcel is refused, unclaimed or returned to us by the carrier, we will deal with the order in accordance with applicable consumer law and the circumstances of the return.
Any lawful delivery or return costs for which the customer is responsible may be deducted only where permitted by law.
21. LOST RETURNS
If you arrange your own return, we strongly recommend using a tracked service and keeping evidence of postage.
If you provide valid evidence that goods were sent back within the required period, this may be relevant to when your refund becomes due under applicable consumer law.
22. LATE OR MISSING REFUNDS
Once Riverlinston has issued your refund, your bank or payment provider may require additional processing time.
If you have received confirmation that a refund has been issued but cannot see it in your account, please first check with your bank, card issuer or payment provider.
If the matter remains unresolved, contact us at:
23. INTERNATIONAL CUSTOMERS
If Riverlinston supplies products to consumers outside the United Kingdom, mandatory consumer protection laws applicable in the customer's country or jurisdiction may provide additional rights.
Nothing in this policy is intended to exclude any mandatory consumer rights that cannot legally be excluded.
24. STATUTORY RIGHTS
This Return & Refund Policy operates in addition to your statutory rights.
Nothing contained in this policy is intended to exclude, restrict or replace rights that cannot lawfully be excluded or restricted under applicable UK consumer law.
Relevant consumer legislation may include, where applicable:
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Consumer Rights Act 2015;
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
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applicable provisions of the Digital Markets, Competition and Consumers Act 2024 and other consumer protection legislation in force from time to time.
If any provision of this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.
25. CHANGES TO THIS POLICY
We may update this Return & Refund Policy from time to time to reflect:
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changes to our business practices;
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operational requirements;
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changes in our products or services; or
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changes in applicable law.
The version displayed on Riverlinston.store will state the date on which it was last updated.
Changes to this policy will not retrospectively remove statutory rights that applied to an order when the relevant contract was entered into.
26. CONTACT US
If you have any questions about a return, cancellation, refund, exchange or faulty product, please contact:
Riverlinston
Website: Riverlinston.store
Email: help@Riverlinston.store
We aim to handle return and refund requests fairly and in accordance with applicable UK consumer law.