Returns & Refunds Policy

Effective date: 13 September 2026
Last updated: 13 September 2026

This policy explains how change-of-mind returns, faulty goods, cancellations and refunds are handled for Getarteva orders. Nothing in this policy limits rights you have under applicable UK consumer law.

Change-of-mind cancellation period

For most eligible goods bought online, you may tell us that you wish to cancel within 14 days of receiving the goods. You do not need to give a reason. After notifying us of a valid cancellation, you generally have a further 14 days to return the eligible goods.

Return eligibility

Returned goods should be handled only as reasonably necessary to inspect their nature, characteristics and functioning. Where relevant, please include the original packaging, accessories and any items supplied with the product. A reduction may be made to the refund where permitted by law if handling has gone beyond what would normally be allowed in a shop and has reduced the value of the goods.

Any product-specific return exception will be stated clearly on the relevant product page before purchase. An exception does not remove statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

How to start a return

Email support@Getarteva.com with your order number, the item you wish to return and whether the request concerns a change of mind, damage, fault or an incorrect item. You may also contact us by phone on +44 20 7583 7178.

Please wait for return instructions before sending the parcel so that it can be identified and handled correctly. The return destination and any reference required will be provided with those instructions.

Return shipping costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the goods unless we agree otherwise. We recommend using an appropriate tracked service because the parcel remains your responsibility until it is received. If the item is faulty, damaged on arrival or we sent the wrong item, we will provide an appropriate merchant-paid return or other remedy where required.

Damaged, faulty or incorrect items

Contact us as soon as reasonably possible after discovering a problem and include your order number and a clear description of the issue. We may ask for photographs or other reasonable information to help assess transit damage or identify the item. Depending on the circumstances and your statutory rights, the resolution may include repair, replacement, price reduction or refund.

Exchanges

Direct exchanges are not guaranteed. Where a replacement is appropriate, it is subject to availability. For an ordinary change of mind, the simplest process may be to return the eligible item and place a new order.

Order cancellations before dispatch

If you ask to cancel before an order has entered fulfilment, we will try to stop it. If it has already been dispatched, follow the return process above. Statutory cancellation rights continue to apply where applicable.

Inspection and refund timing

Once returned goods are received, we may inspect them to confirm their condition and eligibility. Where a refund is due following cancellation, we will issue it without undue delay and no later than the period required by applicable law. For returned goods this is generally within 14 days after we receive the goods back, or after you provide acceptable evidence that they were sent back if that occurs earlier.

Refund method and delivery charges

Refunds are made to the original payment method unless another method is agreed where lawful. For a valid statutory cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for a premium delivery service is not normally refundable beyond the standard-delivery amount. Banks and payment providers may take additional time to display a completed refund.

Promotions and partial returns

If a discount depended on a minimum order value or combination of items, a partial return may affect the discount calculation where the promotional terms lawfully allow it. Any adjustment will be explained as part of the refund.

Late or missing refunds

If we confirm that a refund has been issued but it has not appeared after your payment provider’s normal processing period, contact your bank or card provider first. If the refund still cannot be located, email support@Getarteva.com with your order number.