Consumer Refund Right Notice



A consumer notice is a notice: stating the rights or obligations between the trader and consumer, or restricting the traders’ liability.

This notice relates to any goods purchased in the SVP online Shopify platform.

What Are Your Consumer Rights?

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:

  1. Returns are accepted within 30 days from the date of purchase, items must be returned in their original condition of sale with original packaging and contents as sold.
  2. If your goods are faulty, you can get an immediate refund or exchange within 30 days of purchase, the SVP is responsible.

Our Refund and Exchange Policy

Key Principles:

  • The SVP will always treat customer requests for a refund or exchange with empathy and understanding; we will not make judgements on the reason for returning the goods.
  • We will listen to customer feedback about the reason for the return or exchange and learn from it if applicable.
  • We will always try and offer alternatives to the customer after establishing the reason for the return and offer suggestions to the customer, perhaps in another colour or style or similar item to replace.

Our Policy

  • As a general rule the Society will accept any returned item as a refund or exchange as long as it has not been tampered with and it is being returned in the same condition as when sold within a 30 day period, from date of purchase.
  • The Society’s policy on refunds and exchanges does not contravene a customer's legal rights.
  • A customer's legal rights are defined in the Sale of Goods Act and are summarised below:
  • Wherever goods are bought they must "conform to contract”. This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale), unless any faults are pointed out to the customer or are obviously visible;
  • If goods do not conform to contract at the time of sale a consumer can request their money back "within a reasonable time". (This is not defined and will depend on circumstances).
  • Under the Consumer Protection from Unfair Trading Regulations 2008 it is also a criminal offence to mislead consumers about their legal rights. Examples might include stating ‘no refunds’ or ‘sold as seen’.
  • If the goods cannot be repaired or replaced a full refund or exchange will be given following the Society’s refund procedure.
  • An exchange may be given if the item is returned with “Proof of Purchase”, this means with the original customer receipt.
  • If the customer does not want a refund but an exchange then they must select an item at that time, no credit notes will be issued by the Society.
  • If goods are returned outside of the time frame e.g. 30 days, then an exchange may be offered unless it is returned outside of an unreasonable time period e.g. over 6 months. If this is the case the Society retain the right to refuse a suitable exchange.
  • If the customer has had goods delivered to them and they return it to us as faulty, we will refund the customer the cost of delivery charge if applicable. However if the customer has simply changed their mind then we will charge for collection.
  • The Society makes no provision for the supply of any digital content at this time, by definition this is described as “data which are produced and supplied in digital form”.

Refund or Exchange Procedure

If the customer requests a refund or exchange and the policy rules have been applied, the following procedures will be carried out:

  • A refund or exchange can be carried out by SVP Trading team.
  • If the customer returns goods that are deemed as faulty they will be asked for details of the fault so that it can be recorded. Any items that have obvious evidence of tampering will be refused a refund or exchange.