Refund policy

Last updated: 17 October 2026

1. Our Returns Commitment

At Peyvo, we want you to feel confident when shopping for men's clothing online. We understand that choosing clothing without trying it on can sometimes be challenging, particularly when it comes to sizing, fit, colour, and personal preference.

Our returns policy provides a straightforward process for requesting a return, exchanging an eligible item where available, or receiving a refund.

We offer a 30-day return period, and eligible returns under our store policy are accepted at no cost to the customer. This policy does not limit any statutory rights you may have under UK consumer law.

2. Thirty-Day Return Period

You may request a return within 30 days of receiving your order.

To help us process your request efficiently, contact our customer service team within this period and provide your order number, the item you wish to return, and a brief explanation of your request.

If your order contains several items delivered separately, please contact us if you need clarification about the relevant return period for an individual item.

We recommend contacting us before sending anything back. This allows us to confirm the appropriate return instructions and help prevent delays or parcels being sent to an incorrect location.

3. Eligibility for Returns

To qualify for a return under our standard policy, clothing should generally:

• Be unworn and unwashed.

• Be in its original condition, without avoidable damage.

• Have original tags attached where applicable.

• Include original packaging where reasonably available.

• Be accompanied by sufficient order information for identification.

Please inspect your items carefully after delivery. You may handle or try on clothing as reasonably necessary to assess its fit and characteristics, while taking care not to damage it.

Items showing excessive wear, washing, alterations, stains, or damage caused after delivery may not qualify for a discretionary return. This does not affect your statutory rights if an item is faulty, not as described, or otherwise fails to meet legal requirements.

If an item arrives damaged, defective, incorrect, or materially different from its description, contact us promptly so that we can assess the issue and explain the available remedy.

4. How to Request a Return

Please follow these steps:

Step 1: Contact our support team.

Email support@peyvo.uk with the subject line "Return Request".

Step 2: Provide your order information.

Include your full name, order number, the product you wish to return, and a short explanation of the reason.

Step 3: Wait for return instructions.

Our team will review your request and explain the next steps, including the correct return destination and any information required to identify your parcel.

Step 4: Prepare the parcel.

Pack the item securely to prevent damage during transit. Include the order number or another agreed identifier so that we can match the returned item to your purchase.

Step 5: Send the item using the agreed method.

Follow the return instructions provided by our team. For eligible returns under our store policy, we cover the return cost. If the item is faulty, incorrect, or not as described, we will explain the appropriate arrangements in accordance with applicable law.

Please do not send returns to an address that has not been confirmed for your specific return.

5. Return Shipping Costs

Returns accepted under this policy are free of charge. Customers will not be charged a return fee for an eligible return arranged in accordance with our instructions.

Where a return is necessary because an item is faulty, damaged, incorrect, or not as described, we will take responsibility for appropriate return arrangements as required by law.

If you arrange and pay for a return independently without contacting us, please get in touch before doing so. We cannot automatically guarantee reimbursement for an unapproved shipping method or additional service, except where reimbursement is required by applicable law.

6. Refunds

Once we receive the returned item, or otherwise have sufficient evidence that it has been sent back where required by law, we will assess the return and notify you of the outcome.

Approved refunds will generally be issued to the original payment method used for the purchase, where possible. For orders paid through PayPal, the refund will ordinarily be directed to the relevant PayPal transaction.

We aim to process approved refunds within 10 days. This is our refund-processing target; the time taken for the money to appear in your account may also depend on PayPal, your bank, or your payment provider.

You will receive confirmation when the refund has been processed where contact details are available.

7. Refund Timing and Payment Provider Delays

The refund process may involve several stages:

• The return is received or the applicable return evidence is provided.

• The return is assessed.

• The refund is approved.

• Peyvo submits the refund through the payment provider.

• The payment provider or bank completes the transaction.

Our 10-day processing target relates to our handling of an approved refund. It is not a guarantee that every bank or payment provider will display the funds within exactly 10 days.

If your refund has been confirmed but has not appeared, check your PayPal activity or payment account first. If the transaction is still missing, contact us with your order number so that we can help investigate.

8. Exchanges

If you need a different size, colour, or style, contact our customer service team before returning the item.

Exchanges are subject to stock availability. If the requested replacement is unavailable, we can explain the available alternatives, which may include returning the original item for a refund in accordance with this policy and applicable law.

A new order may be required where a direct exchange cannot be arranged.

9. Incorrect, Damaged, or Faulty Items

We take reports of incorrect, damaged, or faulty products seriously.

If you receive an item that does not match your order or appears to have a defect, email support@peyvo.uk with your order number and a description of the issue. Photographs may help us understand the problem more quickly, but they are not a substitute for any legal remedy you are entitled to.

We will review the circumstances and explain the appropriate next steps. Depending on the situation and applicable law, remedies may include a replacement, repair where appropriate, refund, or another legally required solution.

You will not lose statutory rights merely because you did not discover a fault immediately or because an item does not meet our standard return conditions.

10. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible. We will make reasonable efforts to stop fulfilment, but cancellation may not be possible once an order has entered a processing or dispatch stage.

If an order has already been dispatched, you may need to follow the applicable returns procedure.

UK consumers may have statutory cancellation rights for many online purchases, generally allowing cancellation within 14 days after receiving goods, followed by a further period to return them. Exceptions and specific requirements may apply. Where those rights apply, they take priority over any less favourable term in this policy.

If you cancel under statutory distance-selling rules, any refund of standard outbound delivery charges and the timing of the refund will be handled in accordance with applicable law. Our 30-day store return period is additional to, and does not replace, statutory rights.

11. Items That May Be Excluded

Certain items may be excluded from discretionary returns where an exclusion is permitted by law. Examples can include personalised goods or sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

These exclusions do not automatically apply to all clothing or accessories. We will assess the product type and circumstances in accordance with applicable law. Faulty or misdescribed products remain subject to the consumer protections that apply to them.

12. Orders That Have Not Arrived

If your order has not arrived within the estimated delivery period, contact us at support@peyvo.uk.

Please include your order number and delivery postcode. We will review the available tracking and shipping information and advise you of the next steps.

A delay does not automatically mean that an order is lost. However, if an order is lost, cannot be delivered, or is not delivered within a legally relevant period, we will work with you to resolve the issue in accordance with applicable law.

13. Contact Information

For returns, exchanges, cancellations, or refunds, contact:

Peyvo Customer Support
Email: support@peyvo.uk
Telephone: +44 179 553 2008
Returns address: 5 The Mall, Faversham ME13 8JL, United Kingdom

Opening hours: Monday to Friday, 09:00–17:00 GMT. Saturday and Sunday: Closed.

Please wait for confirmation of the return instructions before dispatching a parcel.