Returns, refunds and cancellations
Updated: 21 October 2026.
Our voluntary 30-day offer is additional to your statutory rights. Nothing in this policy limits your rights when goods are faulty, not as described or subject to a statutory cancellation right.
UK online purchases: your right to cancel
For most online goods purchases, you may notify us that you wish to cancel up to 14 days after the day you receive the goods. You then have another 14 days to send them back. You do not have to give a reason. For an order delivered in separate consignments, the relevant cancellation period generally begins after receipt of the last item.
You may examine and try on goods as you would in a shop. Original packaging, an authorisation number and a stated reason are not conditions of exercising this statutory right. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Ordinary sale or discounted clothing retains applicable statutory cancellation rights.
Statutory exceptions may include goods made to your specifications or clearly personalised, and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions do not remove rights relating to faulty or misdescribed goods.
Our voluntary 30-day return offer
Request a return within 30 days of delivery. Under this additional offer, clothing and accessories must be unworn and unwashed, with tags attached; shoes must have unmarked soles; and home items must be unused. Include original packaging where available. Exchanges depend on stock availability.
Clearly marked final-sale items, personalised goods, gift cards and downloaded digital products are excluded from this voluntary offer. These exclusions do not override any statutory cancellation or faulty-goods rights. For digital content, any loss of a statutory cancellation right requires the applicable express consent and acknowledgement.
Return postage: a clear £75 boundary
- For eligible change-of-mind returns on original orders with a goods total over £75, we provide free return postage.
- For original orders with a goods total £75 or less, including exactly £75, our return label costs £6.99, deducted from the refund when used. This is a return-postage charge, not a restocking or cancellation fee. If you arrange your own return postage instead, you pay its direct cost and we do not also deduct our label charge.
- The threshold uses the original goods total after discounts, excluding delivery charges. Returning part of an order does not change that original threshold.
- If goods are faulty, incorrect or not as described, we cover reasonable return costs for the applicable remedy. Contact us to arrange the return.
For purchases made before this update, any more favourable return terms agreed when you ordered remain applicable.
How to request a return
- Contact us by customer-care form, email or WhatsApp. Include your order number or other proof of purchase and identify the items. A reason is helpful but optional for a statutory cancellation.
- We aim to reply within 2 business days with return instructions and the appropriate destination or label. Items may have different fulfilment partners. The business address below is a contact address; ask us to confirm the correct return destination. Do not delay notifying a statutory cancellation while waiting for a reply.
- Pack items securely and keep proof of posting where available. The absence of a tracking number alone does not remove your statutory rights.
Refunds and exchanges
For statutory cancellation, refunds are made without undue delay and within the applicable 14-day limit. Where we have not offered to collect the goods, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier. When the whole order is cancelled under the statutory right, we also refund the basic outbound delivery charge; an upgrade above standard delivery is not refundable.
For returns under our voluntary offer, we aim to process refunds within 3-5 business days after receipt and inspection, subject to any shorter statutory deadline. Refunds go to the original payment method. Your bank may take additional time to show the payment. We confirm the outcome by email. Exchanges are subject to stock; if unavailable, we arrange the appropriate refund.
Faulty, damaged or incorrect goods
Contact us with your order details and a description of the problem; photographs are helpful where available. You retain applicable rights to a refund, repair or replacement. A statutory right to reject faulty goods is not replaced by a requirement to accept store credit or a replacement.
Stopping an order before dispatch
Contact us as soon as possible if you want to stop processing or dispatch. We will try to help, but an operational stop cannot always be made after production or dispatch begins. There is no blanket 24-hour limit on your statutory cancellation rights.
Optional cancellation notice
You may send this notice by email or post, but you can use any clear statement instead: “To BALIVENO FASHION HOUSE LTD, contact@baliveno.com, 11 Elm Grove, Heckmondwike, West Yorkshire, WF16 9DN, United Kingdom: I give notice that I cancel my contract for the following goods. Order number: ___. Ordered on / received on: ___. Customer name and address: ___. Date: ___. Signature (only if sent on paper): ___.”
Customer care
For orders, sizing, delivery, returns or cancellations, email contact@baliveno.com or message WhatsApp +44 7513 644141.
We aim to reply within 2 business days. Customer-care hours are Monday-Friday, 9am-5pm UK local time (Europe/London), excluding UK bank holidays. A business day means a weekday when customer care is open.
Please include your order number if you have one. Do not send payment-card details. For returns, use our customer-care form, email or WhatsApp; an account is not required.
BALIVENO FASHION HOUSE LTD
Company number: 14650747
11 Elm Grove, Heckmondwike, West Yorkshire, WF16 9DN, United Kingdom
