1. About This Policy
This policy explains how Simi Ventures Ltd (“we”, “us” or “our”), trading through Rondue.com (“Rondue”), handles order processing, delivery, cancellations, returns and refunds.
We aim to provide a reliable shopping experience with transparent delivery information and a fair, straightforward returns process.
2. Delivery Policy
Order Processing
Orders are processed as soon as reasonably possible after payment has been confirmed.
Please allow 1–2 working days for order processing before dispatch. Processing times may vary during busy periods, public holidays or promotional events.
Orders are generally processed on working days, excluding weekends and public holidays.
Delivery Times
Our estimated delivery time for UK orders is 2–5 working days from dispatch.
Delivery times are estimates and may vary depending on product availability, the delivery destination and the courier service used. Where a delay is expected, we will endeavour to notify you.
Unless a different delivery period has been expressly agreed, we will deliver your order within the period required by applicable law.
Delivery Charges
Delivery charges are payable at checkout.
The applicable delivery charge will be displayed before you complete your purchase. Charges may vary depending on the delivery destination, delivery method, product size, weight or other relevant factors.
Any delivery promotions or discounts will be displayed where applicable.
Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you notice an error, please contact us immediately at info@simiventures.co.uk. We will make reasonable efforts to amend the address before dispatch, although changes cannot be guaranteed once an order has been processed.
Tracking Information
Where tracking is available, tracking details will be provided by email or through the relevant delivery provider following dispatch.
Delayed, Lost or Undelivered Orders
If your order has not arrived within the estimated delivery period, please contact info@simiventures.co.uk, quoting your order number.
We will investigate the matter and contact the delivery provider where appropriate.
If an order is lost or has not been delivered, we will work with you to resolve the issue in accordance with your statutory rights. Our responsibility for delivery is not automatically discharged when an order is handed to a courier.
Unless otherwise agreed, goods must be delivered within 30 days of the contract being made, as required by applicable UK consumer law.
Damaged, Faulty or Incorrect Items
If an item arrives damaged, faulty, defective or different from the item ordered, please contact info@simiventures.co.uk with your order number and a description of the issue. Photographs may help us assess the problem.
We will review the matter and explain the appropriate next steps.
Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair, replacement or another remedy. You will not be required to bear return costs where applicable law requires us to cover them.
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
3. Returns Policy
We offer a 30-day voluntary returns policy for eligible change-of-mind returns, in addition to your statutory consumer rights.
30-Day Change-of-Mind Returns
You may request a return within 30 days of receiving your order, provided the item is eligible under this policy.
To qualify for a voluntary change-of-mind return, goods should be unused, in a resalable condition and returned with their original packaging, accessories and instructions where reasonably possible.
Please contact us at info@simiventures.co.uk before returning an item. Include your name, order number and the item you wish to return.
We will confirm the next steps and the appropriate return arrangements.
The 30-day voluntary returns period does not replace or restrict your statutory cancellation rights.
Your Statutory Right to Cancel
For most goods purchased online, UK consumers have a statutory right to cancel their order without giving a reason.
You generally have 14 days from the day after receiving the goods to notify us that you wish to cancel. You then have a further 14 days after notifying us to send the goods back.
Where an order contains multiple items delivered separately, the cancellation period may run from the day after receipt of the final item.
To exercise your statutory cancellation right, email info@simiventures.co.uk with the subject line “Cancellation Request” and include your order number.
You do not need to provide a reason for cancelling within the statutory cancellation period.
Condition of Returned Goods
For both statutory cancellations and voluntary returns, please take reasonable care of the goods.
For statutory cancellations, you may handle goods as reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop.
Where permitted by law, we may deduct an amount reflecting any reduction in value caused by handling beyond what is necessary to inspect the goods.
For voluntary returns made outside the statutory cancellation period, the additional eligibility conditions set out in our 30-day returns policy apply.
Original packaging is requested where available, but the absence of original packaging alone does not remove your statutory cancellation rights.
Return Postage
For change-of-mind returns, customers are responsible for the direct cost of returning goods where this has been communicated before purchase.
If goods are faulty, damaged, defective, misdescribed or incorrectly supplied, please contact us before returning them. We will explain the appropriate arrangements and cover return costs where required by law.
We will not impose return charges contrary to your statutory rights.
Products Excluded from Change-of-Mind Returns
Certain products may be excluded from statutory cancellation rights where a specific legal exception applies. These may include:
- Goods made to the customer’s specifications or clearly personalised.
- Sealed goods unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
- Sealed audio or video recordings or sealed computer software where the seal has been broken after delivery.
- Other goods or services specifically exempted under applicable law.
These exclusions apply only where the relevant legal conditions are met. They do not remove statutory remedies for faulty or misdescribed goods.
4. Refund Policy
We will process eligible refunds in accordance with applicable law and this policy.
For statutory cancellations, we will refund the price paid for the goods and the cost of the least expensive standard delivery option offered, where required by law. If you selected a more expensive delivery service, we generally only need to refund the standard delivery cost.
Where permitted by law, we may withhold a refund for returned goods until we receive the goods or you provide evidence that you have sent them back, whichever occurs first.
Statutory refunds will be issued without undue delay and within the applicable legal timeframe, generally within 14 days of receiving the returned goods or evidence of their return, as applicable.
Refunds will normally be made to the original payment method unless you expressly agree otherwise. We will not charge a fee for processing a statutory refund.
Your bank or payment provider may require additional time to make the funds available.
For voluntary change-of-mind returns outside the statutory cancellation period, refunds are subject to the additional eligibility conditions of our 30-day returns policy.
5. Exchanges
If you wish to exchange an item for another product, size or colour, please contact info@simiventures.co.uk.
Exchanges are subject to availability. If an exchange cannot be arranged, we may offer the option of returning the item under the applicable returns policy and placing a new order.
This section does not affect your statutory rights.
6. Cancelling an Order Before Dispatch
If you wish to cancel an order before dispatch, please contact info@simiventures.co.uk as soon as possible, quoting your order number.
We will make reasonable efforts to stop the order where fulfilment arrangements allow. If it has already been dispatched, you may still exercise any applicable statutory cancellation rights.
7. International Deliveries
Where international delivery is offered, delivery times, charges, customs duties, import taxes and other fees may vary by destination.
Applicable delivery restrictions and charges will be communicated as required before purchase. Responsibility for customs duties and import charges will be determined by the terms of sale and applicable law.
8. Contact Us
For all delivery, cancellation, returns and refund enquiries, please contact:
Business: Simi Ventures Ltd
Trading website: www.rondue.com
Email: info@simiventures.co.uk
Registered office: Jackson house, 95A Station Rd, London E4 7BU
Company registration number: 10501440
Please include your order number in all order-related enquiries.
9. Changes to This Policy
We may update this policy to reflect changes in our business operations, delivery arrangements or legal requirements.
The policy applicable to an order will not retrospectively remove rights that the customer has already acquired.
10. Your Statutory Rights
This policy is intended to explain our delivery and returns arrangements clearly. It does not exclude, restrict or replace any rights available to customers under applicable consumer protection law.
Where a provision of this policy conflicts with a mandatory legal requirement, the legal requirement will prevail.