Widerrufsrecht

Return and refund policy

Return and Refund Policy

Last updated: 25 September 2026

This Return and Refund Policy applies to all purchases made on covenne.store under the Covenne brand. The store is operated by:

AWA GLOBAL ECOM LTD
Private limited company registered in England and Wales, company number 17183374
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@covenne.store
Telephone: +44 7537 133667

1. No physical return required

Covenne does not require customers to send products back. If your refund request is approved, you may keep or dispose of the item. We process the refund without asking you to post anything back to us.

2. How to request a refund

Please email support@covenne.store within 30 days from the date of delivery of your order. If your order arrived in more than one parcel, the 30 days run from the date the last parcel was delivered. For an order that was never delivered, please contact us within 30 days after the end of the maximum delivery period stated in section 3(c).

Please include in your email:

• your order number;
• the name and email address used for the order;
• a description of the issue;
• photographs of the product and, where relevant, of the packaging and shipping label.

3. Conditions for approval

We approve a refund request made within the period stated in section 2 when one of the following applies:

(a) the product arrived damaged;

(b) you received the wrong item;

(c) the order was not delivered within the maximum period, which is 3 business days of processing plus 16 business days of delivery after dispatch;

(d) you are dissatisfied with the product, have reported this within the period stated in section 2, and have sent a photograph of the product.

For requests under (a) and (b), we may ask for photographs so that we can assess the issue.

4. Items not eligible for a refund

The following items are not eligible for a refund under this Policy:

• personalised products;
• gift cards;
• personal hygiene items whose seal has been broken after delivery.

This does not affect your statutory rights for goods that are faulty, not as described or not fit for purpose.

5. After your refund is approved

We will confirm the approval by email. You may then keep or dispose of the item. You do not need to return it.

The refund is issued to your original payment method. It will usually appear on your statement within 5 to 10 business days after approval, depending on your bank or card issuer. Refunds are issued in the currency of the original transaction (GBP). Any currency conversion is carried out by your card issuer or bank.

The refund covers the amount paid for the affected item or items. If the whole order is affected, it also covers the delivery charges paid.

6. Name on your card statement

Purchases from Covenne appear on your bank or card statement as COVENNE. If you do not recognise a charge, please contact support@covenne.store before contacting your bank so that we can help you identify the order.

7. Right of cancellation for consumers in the United Kingdom, the European Union and the European Economic Area

If you are a consumer resident in the United Kingdom, a Member State of the European Union or the European Economic Area, you have a statutory right to cancel your contract without giving any reason. Covenne extends the cancellation period to 30 days.

• Period: 30 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. Where several goods from one order are delivered separately, the period runs from the day you acquire physical possession of the last item.
• How to cancel: use the withdrawal function available on our website, send a clear statement of your decision to support@covenne.store, or write to our registered office. You may use the model withdrawal form in section 8, but you do not have to. When you use the withdrawal function, we will confirm receipt of your withdrawal by email without undue delay.
• Deadline: it is enough to send your communication before the cancellation period has expired.
• Refund: we reimburse all payments received from you, including standard delivery costs, without undue delay and in any event no later than 14 days from the day we are informed of your decision. We do not refund additional costs arising from your choice of a delivery method other than the least expensive standard delivery we offer. We use the same means of payment as you used for the original transaction, and you incur no fees for the reimbursement.
• Goods: you do not need to return the goods. You may keep or dispose of them.
• Exceptions: the right of cancellation does not apply to goods made to your specifications or clearly personalised. It also does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery.

Your statutory rights for faulty or non-conforming goods are not affected. This includes your rights under the UK Consumer Rights Act 2015 and the legal guarantee of conformity under the laws of your EU Member State.

8. Cancellation policy for consumers in Germany (Widerrufsbelehrung)

Right of withdrawal

You have the right to withdraw from this contract within thirty days without giving any reason.

The withdrawal period will expire after thirty days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the period expires thirty days from the day you, or such a third party, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an email, or by using the withdrawal function available on our website. Please send your statement to:

AWA GLOBAL ECOM LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@covenne.store
Telephone: +44 7537 133667

You may use the model withdrawal form below, but it is not obligatory. If you use the withdrawal function on our website, we will send you confirmation of receipt of your withdrawal by email without undue delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you without undue delay and in any event not later than fourteen days from the day on which we are informed of your decision. This includes the costs of delivery, with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

Return of goods waived

We waive the return of the goods. You are not required to send the goods back to us, and you will not bear any costs in this respect. You may keep or dispose of the goods.

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and whose production depends on an individual selection or determination by the consumer, or that are clearly tailored to the personal needs of the consumer. The right of withdrawal expires early for contracts for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: AWA GLOBAL ECOM LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, email: support@covenne.store

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

Ordered on () / received on ():

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

9. Contact

For all refund and cancellation requests, contact Covenne at support@covenne.store or +44 7537 133667. AWA GLOBAL ECOM LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.