Refund policy
Returns & Refund Policy
At Poolavi (operated by PIO SOAPS LTD) we want you to be completely satisfied with your purchase. This policy sets out your rights to cancel, return and obtain a refund, and operates alongside your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your 14-Day Right to Cancel (Cooling-Off Period)
If you are a consumer based in the UK, you have the legal right to cancel your order within 14 days without giving any reason. The cancellation period expires 14 days from the day on which you (or a third party indicated by you) take physical possession of the goods. If your order is delivered in multiple shipments, the period runs from the day you receive the last item.
To exercise the right to cancel, you must inform us of your decision by a clear statement (for example, an email to support@poolavi.com) before the cancellation period has expired.
Returns
After cancelling, you must send the goods back to us without undue delay and in any event no later than 14 days from the day you notify us of your cancellation. To be eligible for a return, items must be unused, in their original condition and, where possible, in the original packaging. You are responsible for the cost of returning the goods unless the item is faulty, damaged or not as described.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, we will process your refund to your original payment method within 14 days of receiving the goods back (or, if earlier, within 14 days of you providing evidence that the goods have been returned). Refunds are handled securely through Shopify Payments (UK) Ltd.
We may reduce the refund to reflect any loss in value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item arrives faulty, damaged or not as described, you may be entitled to a full refund, repair or replacement. Please contact us within 30 days of delivery for a full refund where the goods are faulty. After 30 days you may still be entitled to a repair or replacement.
Non-Returnable Items
Certain items may be exempt from the right to cancel, including personalised or custom-made goods, sealed items unsealed after delivery for hygiene reasons, and perishable goods. This does not affect your rights in relation to faulty goods.
How to Start a Return
To begin a return or cancellation, please contact us at support@poolavi.com with your order number and details of the item. We will provide instructions on how and where to send your package.
Contact
PIO SOAPS LTD
39 Stainforth St, Mansfield, England, NG19 9AP, United Kingdom
Email: support@poolavi.com