Returns & Refunds

Our Promise

• 30-day returns on unused items in original packaging.
• Free UK returns (we’ll provide a pre-paid label).
• 12-month limited warranty against manufacturing defects.
• Fast refunds to your original payment method.

Start a Return

1. Email hello@privalis.co.uk with your order number and reason for return, or use our Contact form.
2. We’ll reply with a Return Authorisation (RMA) and a pre-paid UK return label.
3. Repack the item in its original presentation box and outer carton, include any accessories and paperwork.
4. Drop off at the instructed courier location. Keep the receipt until your refund is processed.

Return Conditions

• Items must be unused, in as-new condition, with all accessories (cable, guides) and original packaging (presentation box and inserts).
• Returns must be initiated within 30 days of delivery.
• Personalised or custom-printed items are non-returnable unless faulty.
• For hygiene and safety, bottles showing signs of use (liquid residue, wear) may be ineligible for refund.

When You’ll Be Refunded

Once your return is received and inspected, we’ll email you to confirm approval.
Approved refunds are issued to the original payment method typically within 3–5 working days (bank processing times may vary).

• Original shipping fees are refundable on faulty/incorrect items; otherwise they’re not usually refunded.
• If an item is returned used or incomplete, we may apply a reasonable deduction for diminished value.

Prefer an Exchange?

The fastest way is to place a new order for the colour/edition you want and return the original for a refund. If you’d like us to process a straight exchange, contact us and we’ll arrange it subject to stock.

Arrived Not Quite Right?

If your item arrives damaged or develops a fault within the warranty period, we’ll repair, replace or refund as appropriate. Please contact us with photos/videos and your order number at hello@privalis.co.uk.

• 12-month limited warranty covers manufacturing defects.
• Excludes accidental damage, misuse, normal wear, and unauthorised repairs.

Gift & Corporate Returns

Gift orders can be refunded to the original purchaser or exchanged by the recipient. For corporate or bulk orders, please reach out to our team to coordinate returns or replacements.

Email hello@privalis.co.uk or use the Corporate contact form.