Refund and Returns Policy

This policy is for purchases made directly from SIVENO UK's Shopify store. If you bought a SIVENO product from Amazon, TikTok Shop, a pharmacy, a retailer or another marketplace, please follow that seller's return process.

Change-of-mind returns

For most online purchases, UK customers have the right to cancel within 14 days of receiving the order. After you tell us you want to cancel, you then have another 14 days to return the item.

To start a return, email info@siveno.co.uk with your order number, the product name and the reason for return.

Returned products must be unused, unopened, sealed where applicable, and in resaleable condition.

Hygiene and safety exclusions

For health and hygiene reasons, we cannot accept returns of sealed personal care, skincare, baby care, lip care, toothpaste, deodorant or cosmetic products once opened, unsealed or used, unless the product is faulty.

This does not affect your statutory rights.

Refund timing

Once we receive and inspect the returned item, we will confirm whether the refund is approved. Approved refunds will be made to the original payment method within 14 days of receiving the returned goods.

If you paid for standard delivery, the standard delivery cost will be refunded where required by law. If you selected a more expensive delivery service, only the standard delivery amount may be refundable.

We may reduce a refund if the item has been handled beyond what is reasonably necessary to inspect it, or if it is returned damaged, used or incomplete.

Faulty or damaged products

If your product arrives damaged or you believe it is faulty, contact us as soon as possible at info@siveno.co.uk. Include your order number, batch number if visible, photos of the product and packaging, and a description of the issue.

Depending on the issue, we may offer a replacement, repair where appropriate, refund or another remedy in line with UK consumer law.

Return postage

Customer pays return postage for change-of-mind returns unless we state otherwise. If the product is faulty, incorrect or damaged in transit, we will explain the return or replacement process.

Cancellation form

You may use the cancellation wording below, but you do not have to use this exact form:

To: SIVENO UK, Info@siveno.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

• Order number:
• Ordered on:
• Received on:
• Customer name:
• Customer address:
• Customer signature, if sent on paper:
• Date: