Returns, refunds and cancellation

You have two separate sets of rights when you buy online: a right to change your mind, and a right to a remedy if the goods are faulty. They work differently. This page covers both.

Your 14-day right to change your mind

Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most orders without giving a reason. You do not need our permission and you do not need a fault.

The cancellation period ends 14 days after the day you, or someone you nominated, take physical possession of the goods. If your order arrives in several deliveries, the 14 days run from the day you receive the last item.

You can cancel from the moment you place the order, before it has even been dispatched.

How to cancel

Tell us clearly, in writing, before the 14 days are up. Email is fine. Include your order number, what you are cancelling and the date.

• Email: risewell.men@gmail.com
• Post: address available on request by email

You can use the form below, but you do not have to. Any clear statement that you are cancelling counts. Send it before the deadline and the cancellation is valid even if it reaches us afterwards. Keep proof that you sent it.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To RiseWell, address available on request by email, risewell.men@gmail.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

Sending the goods back

Send the goods back within 14 days of telling us you are cancelling. Pack them so they survive the journey.

• Return postage is yours to pay when you are simply changing your mind.
• We pay when the goods are faulty, damaged, misdescribed or not what you ordered.
• Use a tracked service and keep the receipt. Until the goods reach us, proof of postage is what protects you.
• You may handle goods as you would in a shop. If you handle them more than that and their value drops, we may deduct the difference from your refund.

Refunds and how long they take

• We refund within 14 days of getting the goods back, or of you showing us proof you sent them. Whichever is sooner. If you cancel before dispatch, within 14 days of you telling us.
• Refunds go back to the payment method you used. We do not refund in vouchers unless you ask us to.
• We refund the standard delivery charge you paid on the way out. If you chose a faster or upgraded service, we refund the standard rate, not the upgrade.
• If you cancel only part of an order, we refund the items and any delivery cost attributable to them.
• Your bank may take a few working days after that to show the money.

If the goods are faulty or not as described

This is a different right, and it is not limited to 14 days. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: you can reject the goods and get a full refund.
• After 30 days: you can ask for a repair or a replacement. If that fails or is not possible, you can claim a refund, which may be reduced to reflect use.
• We pay the return postage on faulty goods.

Tell us what is wrong and, where you can, send a photograph. It usually saves a round trip.

Damaged in transit, missing or wrong items

Tell us within a reasonable time of delivery and keep the packaging until we have sorted it out. The carrier sometimes asks for it. Sending a replacement is usually quicker than a refund, but the choice is yours.

None of this replaces your legal rights

This policy sits alongside your statutory rights; it does not cut them down. If anything here turns out to give you less than the law does, the law applies. Our full terms and conditions of sale set out the rest of the contract.

Last updated: 25 August 2026