Starting a return

Send us your order number through our contact page. We aim to reply within 24 hours.

What qualifies

• Requested within 30 days of delivery.
• Unused, in original condition and original packaging.
• Complete, with all parts included.

Refunds

We refund the full product price, minus the return shipping label fee and a £3.50 restocking fee, to the payment method you used at checkout. Once your return arrives and is checked, we process it within 5–10 business days. Your bank may take a little longer. Nothing after 15 business days? Email support@recuvv.com and we’ll chase it.

Damaged, faulty or wrong items

Contact us within 14 days and we’ll put it right, usually with a replacement shipped the same week. If your parcel arrives damaged in transit, tell us within 7 days and send a photo. We’ll replace it without needing the item back.

International + EU

Outside the UK, you cover return shipping. Please use a tracked service, as untracked parcels lost in transit can’t be refunded. In the EU you can return unused items in their original packaging for any reason within 14 days of delivery.

Not eligible

• Orders that have been reshipped, replaced or partially refunded.
• Damage caused by misuse, neglect or alterations.
• Returns missing parts or pieces.

Shipping Policy

Processing & Shipping Times

At Recuvv, we’re committed to getting your order to you as quickly and efficiently as possible. All orders are processed within 1-2 business days (excluding weekends and holidays). Once your order has been shipped, estimated delivery times are as follows:

• United States: 2-3 business days
• Europe: 3-8 business days
• Rest of the World: 5-15 business days

Shipping times may vary due to factors beyond our control, such as carrier delays, customs processing, or local delivery disruptions.

Shipping Costs

Shipping rates are calculated at checkout based on your location and selected shipping method. We may offer free shipping promotions from time to time—stay tuned!

Tracking Your Order

Once your order ships, you’ll receive a confirmation email with tracking details. Check your spam folder if you don’t see it in your inbox. Still no luck? Reach out to us at hello@recuvv.com

Lost, Stolen, or Delayed Shipments

If your package is marked as delivered but you haven’t received it, check with your neighbors or local delivery office first. If it’s still missing, contact us—we’ll do our best to help. However, Recuvv is not liable for lost or stolen packages after they have been confirmed as delivered by the carrier.

Address Changes & Order Adjustments

If you need to update your shipping address or modify your order, contact us ASAP. We process orders quickly, so changes can’t be guaranteed once an order is placed.

Contact Us

Have a shipping-related question? We’re here to help. Reach out to us at hello@recuvv.com, and we’ll get back to you as soon as possible.

What we collect

• Contact and order details: name, addresses, phone, email and payment confirmation.
• Account details and anything you share with customer support.
• Usage data — device, browser, IP address and how you use the site — collected with cookies and similar tools.
• Information from partners who help run our store, such as Shopify and our payment processors.

How we use it

To process payments, ship and track orders, handle returns and manage your account; to keep the site secure and prevent fraud; to support you and improve our service; and to send marketing and show relevant ads. You can unsubscribe from marketing at any time.

Who we share it with

Service providers that work for us (payments, fulfilment, IT, analytics, support), our business and marketing partners, and our corporate group — or where the law requires. For advertising, we share identifiers, purchase history and usage data with marketing partners, which some laws treat as “selling” or “sharing”. We recognise the Global Privacy Control signal as an opt-out.

Your rights

Depending on where you live, you can ask to access, correct, delete or move your data, opt out of targeted advertising, restrict processing or withdraw consent. We won’t treat you differently for asking. If you’re unhappy with our response, you can complain to your local data protection authority.

Children, security + transfers

Our services aren’t intended for children. No system is perfectly secure, so please don’t send sensitive information by insecure channels. We may process data outside your country; transfers out of Europe use recognised safeguards such as Standard Contractual Clauses.

Contact

Recuvv is the data controller. Email support@recuvv.com or write to 128 City Road, London EC1V 2NX, United Kingdom.

Using our store

Recuvv runs this site on Shopify. You must be of legal age where you live, or have a parent or guardian’s consent. Don’t use our products or site for anything unlawful, misuse the site, upload harmful code, or copy or resell our content without permission.

Orders, prices + products

We may refuse service, limit quantities or cancel orders — including suspected reseller orders — and will try to let you know if we do. Prices and products can change without notice, and colours may look slightly different on your screen. Returns are covered by our refund policy.

Accuracy + errors

We work hard to keep information correct, but mistakes can happen. We may fix errors in pricing, descriptions or availability, and cancel affected orders, even after you’ve ordered.

Third-party tools + links

Some tools and links come from third parties. They’re provided as-is, and their own terms and policies apply.

Your feedback

If you send us ideas, reviews or other comments, we may use them without restriction or payment. Please keep them lawful, honest and respectful.

Liability

Our services are provided “as is”. To the extent the law allows, Recuvv isn’t liable for indirect or consequential losses from using our site or products. You agree to cover claims that arise from you breaching these terms. If any part of these terms can’t be enforced, the rest still applies.

Text messages

If you sign up for texts, you’ll get recurring marketing messages, such as offers and cart reminders, sent by CBG Group on our behalf. Signing up isn’t needed to buy. Message frequency varies and message and data rates may apply. Reply STOP to opt out or HELP for help, or email hello@recuvv.com.

Changes + contact

We may update these terms by posting a new version here. Questions? Email hello@recuvv.com.

What cookies are

Cookies are small files stored on your device when you visit a website. We use them, along with similar technologies, to make recuvv.com work and to understand how it’s used.

The cookies we use

• Essential: remember your bag, keep checkout secure and save your cookie choices. These can’t be switched off.
• Analytics: help us see which pages are useful and where the site can be improved.
• Marketing: help us show relevant Recuvv ads on other sites and measure how they perform.

Managing cookies

You can update your choices anytime using the cookie settings link at the bottom of any page, or block cookies in your browser settings. Blocking essential cookies may stop parts of the site, such as your bag, from working.

Our commitment

Recovery is for everyone, and so is our website. We design and test recuvv.com to be usable with a keyboard, screen readers, zoom and other assistive technology.

What we do

• Clear, readable type and strong colour contrast.
• Every interactive element reachable and usable by keyboard.
• Descriptive labels for buttons, images and form fields.
• Layouts that adapt to any screen size and zoom level.

Known limitations

Some older content, such as product videos and PDF guides, may not yet have full captions or accessible formatting. We’re working through these.

Get in touch

If anything on our site is hard to use, email accessibility@recuvv.com or contact us. Let us know the page and the problem, and we’ll respond within two business days.