Return & Refund Policy
Last Updated: August 18, 2026
Thank you for shopping at xvvugh.shop. We want you to be satisfied with your purchase. This Return & Refund Policy explains your rights and the procedures for returning products and requesting refunds.
This policy applies to purchases made through xvvugh.shop and is intended to comply with applicable consumer protection laws for customers in Austria and the European Union.
1. 14-Day Right of Withdrawal
If you are a consumer purchasing online, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.
If an order contains multiple products delivered separately, the withdrawal period begins on the day you receive the last item.
To exercise your right of withdrawal, you must notify us of your decision before the 14-day withdrawal period expires.
You may contact us at:
Email: support@xvvugh.shop
Telephone: +44 1945 582658
Please include your order number, name, contact information, and details of the product(s) you wish to return.
2. Return Conditions
To help us process your return efficiently, please return the product in a condition that reasonably allows us to inspect it.
You may inspect and handle the product only to the extent necessary to determine its nature, characteristics, and functionality, in the same way you would reasonably inspect a product in a physical store.
You may be responsible for any diminished value resulting from handling the product beyond what is necessary to establish its nature, characteristics, and functionality.
Whenever possible, please include:
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The original product
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Accessories and components supplied with the product
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Manuals and instructions
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Original packaging, where reasonably available
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Proof of purchase or order information
The absence of original packaging does not automatically affect your statutory right of withdrawal.
3. How to Return an Item
Before returning a product, please contact us at:
Please provide your order number and the reason for your return so that we can provide the appropriate return instructions.
Unless we provide a different return address when approving your return, our business contact address is:
WHITE & EDDY LTD
1 School Lane
Wisbech
Cambridgeshire
PE13 1AW
England
United Kingdom
Please do not send a return without first contacting us, as we may need to provide specific return instructions.
After notifying us of your withdrawal, the goods should be returned without undue delay and no later than 14 days after you informed us of your decision to withdraw.
4. Return Shipping Costs
We offer free standard shipping on customer orders.
For returns made simply because you have changed your mind under the 14-day right of withdrawal, the direct cost of returning the goods is generally the responsibility of the customer, unless we expressly agree to cover the return cost.
If the product is defective, damaged, incorrect, or materially different from what was ordered, please contact us before returning it. Where required by applicable law, we will bear the reasonable return shipping costs.
We recommend using a trackable shipping method and keeping proof of postage until your return and refund have been completed.
5. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If you receive an item that is damaged, defective, incorrect, or materially different from its description, please contact us as soon as reasonably possible at:
Please provide:
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Your order number
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A description of the issue
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Photographs or other reasonable evidence where appropriate
We will review the issue and provide an appropriate remedy in accordance with applicable consumer protection law. This may include repair, replacement, price reduction, or refund, depending on the circumstances and your statutory rights.
Nothing in this policy limits or excludes any mandatory legal guarantee or statutory consumer rights available to you.
6. Refunds
Once we receive your withdrawal notice, we will process any refund due without undue delay and, where required by applicable law, no later than 14 days after receiving your withdrawal notification.
For returns involving physical goods, we may withhold the refund until:
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We have received the returned goods; or
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You provide satisfactory evidence that the goods have been returned,
whichever occurs first.
Where applicable, your refund will include the purchase price and the cost of our standard delivery option. As we currently offer free standard shipping, there is normally no standard outbound shipping charge to refund.
Any additional delivery costs resulting from your choice of a more expensive delivery method than our standard delivery option are not refundable unless otherwise required by law.
7. Cash on Delivery (COD) Refunds
We offer Cash on Delivery (COD) where available.
Because payments made in cash cannot normally be electronically reversed to the original payment method, customers returning a COD order may be asked to provide suitable refund details, such as bank account information.
Where required, we will contact you to arrange a mutually agreed refund method. We will not charge an additional refund processing fee.
Please ensure that any refund information provided to us is complete and accurate.
8. Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain products where an exception is permitted under applicable law, including, for example:
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Goods made to the customer's specifications or clearly personalised
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Goods that are liable to deteriorate or expire rapidly
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Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed
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Sealed audio, video recordings, or computer software where the seal has been removed after delivery
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Goods that, after delivery and because of their nature, become inseparably mixed with other items
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Other goods or services excluded from the statutory right of withdrawal under applicable consumer protection law
Where an exception applies to a particular product, we will provide the required information before the purchase is completed.
9. Exchanges
If you wish to exchange a product, please contact us at support@xvvugh.shop.
Depending on product availability and the circumstances of the return, we may arrange a replacement or ask you to return the original item and place a new order.
Your statutory consumer rights remain unaffected.
10. Refused or Unclaimed Cash on Delivery Orders
If you no longer wish to receive a Cash on Delivery order, please contact us as soon as possible.
Repeated refusal of COD deliveries or provision of incorrect delivery information may affect the availability of Cash on Delivery for future orders where permitted by applicable law.
This provision does not restrict your statutory right of withdrawal or any other mandatory consumer rights.
11. Statutory Consumer Rights
This Return & Refund Policy does not restrict, exclude, or replace any mandatory rights that consumers have under applicable Austrian or European Union consumer protection laws.
If any provision of this policy conflicts with mandatory consumer protection law, the applicable statutory rights will prevail.
12. Contact Information
If you have any questions about returns, refunds, exchanges, or your right of withdrawal, please contact us:
Company: WHITE & EDDY LTD
Website: xvvugh.shop
Email: support@xvvugh.shop
Telephone: +44 1945 582658
Registered Address: 1 School Lane, Wisbech, Cambridgeshire, England, PE13 1AW
Company Registration Number: 11325273
Shipping: Free standard shipping
Payment Method: Cash on Delivery (COD), where available