Refund policy

Returns and refunds

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

To start a return, email mike@builtbyrival.com with your order number and details of the item you would like to return.

If your return is accepted, we will provide return instructions and the return address. Items sent back without first requesting a return may not be accepted.

Returns should be sent to:

21 Ashfield Road

Aigburth

Liverpool

L17 0BY

United Kingdom

Return eligibility

For returns requested within 14 days of delivery, you may inspect the product as you reasonably would in a shop. The item must be returned complete and in its original condition. We may reduce the refund if the item’s value has been reduced through handling beyond what was reasonably necessary to inspect it.

For returns requested after 14 days but within our extended 30-day return period, the item must be unused, uninstalled, undamaged and returned in its original packaging.

You will also need your order number or other proof of purchase.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item. We recommend using a tracked postal service, as you remain responsible for the item until it reaches us.

If an item is faulty, damaged, incorrectly supplied or not as described, we will cover the reasonable cost of returning it.

Damaged, faulty or incorrect items

Please inspect your order when it arrives.

If your item is damaged, faulty or incorrect, contact us as soon as possible at mike@builtbyrival.com. Please include your order number, a description of the issue and photographs where appropriate so we can assess the problem and put it right.

Custom-made products

Custom-made or personalised products cannot normally be returned because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

Exchanges

The quickest way to receive a different colour or product is to return the original item and place a new order once the return has been accepted.

Refunds

We will let you know when your return has been received and inspected.

If approved, your refund will be issued to your original payment method. Refunds will normally be processed within 10 business days, although your bank or card provider may take additional time to show the funds in your account.

For eligible online cancellations, we will also refund the cost of our standard delivery service. If you selected a more expensive delivery option, any additional delivery charge above the standard rate will not be refunded.

We may withhold the refund until we have received the returned item or evidence that it has been sent back.

If more than 15 business days have passed since your refund was approved, please contact mike@builtbyrival.com.

Statutory rights

Nothing in this policy affects your statutory consumer rights.

For EU online purchases, customers also generally have a 14-day withdrawal period; customers normally pay change-of-mind return postage where that was disclosed in advance, while the seller is responsible for the cost of returning defective goods.