Returns & Refunds Policy

This Returns & Refunds Policy explains how returns, cancellations, faulty goods and refunds are handled for purchases made from Civima Store, operated by R & H PRODUCTION LTD. This policy is intended to work alongside, and not reduce, your statutory consumer rights.

1. Your legal cancellation right for online orders

When the UK distance-selling rules apply, you normally have 14 days from the day after delivery to tell us that you wish to cancel an order without giving a reason. After notifying us, you normally have a further 14 days to send the goods back.

To cancel, email [email protected] with your name, order number, the product being returned and a clear statement that you wish to cancel.

2. Civima 30-day voluntary return period

In addition to any legal rights, Civima accepts eligible change-of-mind returns requested within 30 days of delivery. To qualify under this additional policy, the product should be unused, complete and returned with its original packaging, manuals, accessories, promotional items and proof of purchase.

This voluntary policy does not replace or limit rights that apply when goods are faulty, damaged, misdescribed or otherwise not in conformity with the contract.

3. Products that may be excluded from change-of-mind returns

Unless faulty, damaged or misdescribed, change-of-mind cancellation may not apply to:

• personalised, customised or made-to-order products;
• sealed software, media or activation-code products after the seal has been broken;
• sealed hygiene-sensitive goods after opening, where the legal hygiene exception applies;
• products that deteriorate rapidly or other goods excluded by applicable law;
• digital content once supply has begun after the required consent and acknowledgement.

4. Faulty, damaged or misdescribed goods

Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described. Please contact us promptly when a product arrives damaged, develops a fault or does not match its description.

Depending on the circumstances and timing, your legal remedies may include the short-term right to reject, repair, replacement, a price reduction or a refund. We will not charge reasonable return costs where goods are confirmed to be faulty, damaged on arrival or supplied incorrectly.

5. Information to include with a return request

• your full name and order number;
• the product name and serial number, where applicable;
• the reason for the return;
• clear photographs or a short video where the item is damaged, faulty or incomplete;
• your preferred resolution, where a choice is available.

A parcel-opening video can be useful evidence and may help us assess delivery damage more quickly, but it does not remove statutory rights where other evidence is available.

6. Return authorisation and return address

Please contact us before sending a product back. We will confirm whether the return is accepted and provide the correct return instructions and address. Do not send returns to the registered office unless our support team expressly instructs you to do so.

7. Return condition and packaging

Please package returned goods securely and include all parts supplied with the order. For a change-of-mind return, you may inspect the product as you reasonably would in a shop. A lawful deduction may be made if handling beyond what is necessary reduces the product’s value.

8. Return delivery costs

• For eligible change-of-mind returns, you are normally responsible for the direct return delivery cost unless we agree otherwise.
• For confirmed faulty, damaged or incorrect goods, Civima will arrange or reimburse a reasonable return method as required.
• Use a tracked service and keep proof of postage until the return is completed.

9. Refund timing and method

Approved refunds are normally made to the original payment method. For a valid online cancellation, the refund will include the basic standard outbound delivery charge where required. Any extra amount paid for a premium delivery option may not be refundable.

Refunds are issued without undue delay and within the applicable legal timeframe. We may wait until the returned goods are received, or until you provide evidence that they were sent back, where the law permits.

10. Exchanges

Where practical, we may offer a replacement or exchange. Availability cannot be guaranteed. In some cases, the quickest option is to refund the returned product and ask you to place a new order.

11. Orders cancelled before dispatch

Contact us immediately if you need to cancel before dispatch. We will try to stop the order, but this cannot be guaranteed once warehouse or carrier processing has started. If the order has already shipped, the normal return process applies.

12. Contact the returns team

Email [email protected] or call +44 7877 336787. Please never send card numbers, passwords or other sensitive payment credentials.