Refund policy
Last updated: 1 October 2026
We want you to feel confident trying PVRA. In addition to your statutory rights, eligible purchases are covered by our 60-Day Trial.
60-Day Trial
You may request a return within 60 days of receiving your order.
The 60-Day Trial is intended to give you reasonable time to try the product and decide whether it is right for you. Products may therefore be reasonably used during the trial period.
To be eligible for a return under the 60-Day Trial:
- you must contact us within 60 days of delivery;
- the product must not have been deliberately damaged, misused or altered;
- you must return the product to us using the return instructions we provide; and
- where reasonably possible, please include the original packaging and any accessories supplied with the product.
Your 60-Day Trial is in addition to, and does not affect, your statutory consumer rights.
How to start a return
To request a return, contact us at support@pvramat.com with your order number and the email address used to place your order.
Once your return has been approved, we will provide instructions on where and how to send your product back.
Please do not send returns to our registered office unless we specifically instruct you to do so.
Once our returns portal is available, returns may also be started through the portal on our website.
Return postage
For returns made because you have changed your mind or under our 60-Day Trial, you are responsible for the cost of returning the product.
If your product is faulty, damaged on arrival, incorrect, or otherwise not as described, please contact us before returning it. Where required by law, we will cover reasonable return costs.
UK cancellation rights
If you are a UK consumer purchasing online, you generally have the legal right to cancel your order without giving a reason within 14 days after the day you receive the goods.
To exercise this right, email support@pvramat.com before the cancellation period expires.
After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after notifying us.
If you exercise your statutory cancellation right, we will refund:
- the price paid for the returned goods; and
- the cost of our least expensive standard delivery option, where you paid an outbound delivery charge.
If you selected a more expensive delivery service, we are not required to refund the difference between that service and our standard delivery service.
We may make a deduction from the refund where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
These statutory cancellation rights are separate from our more generous 60-Day Trial.
Damaged, faulty or incorrect products
Please inspect your order after delivery and contact us as soon as reasonably possible if your item is defective, damaged, incorrect or not as described.
Email support@pvramat.com with:
- your order number;
- a description of the issue; and
- photographs where they would help us understand the problem.
Nothing in this policy limits your rights under the Consumer Rights Act 2015. Goods must be as described, of satisfactory quality and fit for their intended purpose.
Refunds
Once we receive and inspect your return, we will confirm whether your refund has been approved.
Approved refunds will be made to your original payment method.
For statutory cancellations, refunds will be made within the time required by law. Where applicable, we may wait until we have received the goods back or you have provided evidence that they have been returned.
Your bank or card provider may take additional time to process the refund after we issue it.
Exchanges
If you would like a different product or variant, contact support@pvramat.com. Where exchanges are available, we will explain the available options.
Products that cannot be returned
We may refuse a return under our voluntary 60-Day Trial where a product has been deliberately damaged, materially altered or used in a way that is clearly inconsistent with the product instructions.
This does not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
Contact
For returns or refund questions, contact:
PVRA Ltd
support@pvramat.com
71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ