Exclusive Store Terms

1. What is this document?

These terms and conditions (the Exclusive Store Terms) between you and Revolut (we/us/our/Revolut) apply when you use the Exclusive Store feature in the Revolut App (the App).

2. What is the Exclusive Store feature?

The Exclusive Store is a feature in the App that allows customers who have signed up to the RevPoints loyalty programme (the RevPoints) to redeem their RevPoints for selected merchandise or other services, subject to availability (the Item(s)). You cannot use cash to purchase any Items.

Placing an order in the Exclusive Store is a 'Points Redeeming Activity' and not a 'Points Earning Activity' - this means you won't earn any RevPoints on these orders. See the RevPoints Terms for more details.

3. How do I place an order for an Item?

Redeem RevPoints to order

You place an order by redeeming the total RevPoints required for the Item. When you click to confirm your order in the Exclusive Store, your RevPoints are redeemed and deducted from your balance immediately.

Taxes and delivery costs

The total number of RevPoints to be redeemed for an Item is inclusive of all applicable taxes, customs and standard delivery costs (unless otherwise stated on the checkout page).

Order confirmation and delivery

If you place an order for digital content, the Item will be immediately available to use. For any other Items purchased, as soon as you place your order, we will send a confirmation email to the email address registered with your Revolut account. This email will include your order reference number, the details of the Item(s) you ordered, delivery details, and the total amount of redeemed RevPoints (inclusive of delivery costs, taxes and any other charges).

We will aim to deliver your Item(s) within 30 calendar days of placing your order. We will fulfill deliveries only to addresses located in the territories listed in our App. Tickets will be electronically delivered to the email address registered with your Revolut account.

4. Tickets for events

If you redeem your RevPoints to book a ticket, note that we make these available to you for events organised and delivered by third parties. The quantity and category of tickets available on the Exclusive Store varies depending on the type of event. When booking a ticket, you must follow these Exclusive Store Terms as well as the terms that apply to the ticket by the relevant event organiser or any other third party associated with the event (the third party).

Tickets may be issued subject to entry or usage rules, such as minimum age, security policies or a restricted view (where you may be unable to see a significant portion of the stage). We may also limit the number of tickets you can book for each event; maximum quantities will be clearly displayed in-App prior to redeeming your RevPoints. It is your responsibility to check all the information and restrictions shown during the booking process. We will not be responsible if you (or your guest) are refused entry or removed from the venue by the organiser for any reason, including failure to meet age requirements or health and security protocols.

What if the event becomes unavailable or is altered?

If an event is cancelled, rescheduled, or materially altered, our Support team will make reasonable efforts to notify you once we receive the necessary details from the third party. We cannot guarantee you will be informed before the event date. It is your responsibility to check if an event is going ahead as planned.

If an event is cancelled and not rescheduled, you’ll receive a full refund of your RevPoints. For multi-day events where some days are cancelled, a proportionate partial refund may be offered.

If an event is rescheduled to a new date, your ticket will remain valid for the updated event. If you wish to not attend on that date, you must notify us in-App via our Support function to issue you a refund of your RevPoints. Failure to notify us in time will be treated as your confirmation to attend the altered event date.

If an event is “materially altered” your tickets will usually be valid for the updated event. If you choose not to attend due to this change, you must notify us in-App via our Support function within the timeframe shown to you so that we can issue you a refund of your RevPoints. An event will be deemed as materially altered if in our reasonable opinion there is a change that makes the event significantly different from what a customer would reasonably expect. The following would not constitute material alterations:

• Changes to supporting acts or individual band members.
• Changes to a festival line-up or multi-performer event.
• Bad weather conditions.
• Delays to the start time of a performance.
• An event being cut short if the majority of the performance took place.

5. Returns policy

In addition to your statutory right of withdrawal within 14 days, you can change your mind and return an Item within 30 days of receiving it. In that case:

• Cost: We will cover the cost of standard return shipping.
• Refunds: Subject to the below conditions, we will refund you the total number of RevPoints redeemed to order the Item plus any applicable delivery fees. We will process your refund within 14 days of receiving either the Item or your proof of delivery (whichever comes sooner). We will not issue any refunds in cash.

Tickets for events are explicitly excluded from this returns policy. Please see section 4 above “What if the event becomes unavailable or is altered?” for information on refunds in relation to tickets.

Conditions for return

To get a full refund of your redeemed RevPoints under our returns policy mentioned above:

• Items must be returned new, unused and intact in their original condition.
• Items must have all labels, packaging, and accessories attached.
• You must post the Item back to us immediately and in any event no later than 14 days after notifying us of the return.

How to return

To start a return, contact our Support team via the App within 30 days of receiving your Item. We will provide you with a return label and instructions on how to post the Item back to us.

Exceptions

Even under this 30-day returns policy, we cannot accept returns for:

• Personalised Goods: Items made to your specifications (e.g., engraved or inscribed items) unless they are faulty.
• Hygiene Items: Sealed goods (like earrings, swimwear or water bottles) that have been unsealed after delivery.
• Sets and Bundles: If an Item is sold as a package containing multiple pieces, you must return the whole package. We cannot refund individual parts of a set or bundle.
• Tickets: Tickets cannot be cancelled or exchanged or resold and are non-refundable unless they meet any of the conditions set out in section 4 above “What if the event becomes unavailable or is altered?".

6. Other statutory rights

You have additional statutory rights in relation to Items that are incorrect, faulty, unfit for purpose or of unsatisfactory quality. You can visit the Citizens advice website to find out more about your rights. To speak to us about an Item you ordered that falls into any of these categories, just contact our Support team via the App.

7. How do we process your personal data?

When you place an order through the Exclusive Store, you will be asked to provide certain information to confirm the order, like your contact details and delivery address. We will need to process this personal data and share it with our third party fulfillment and delivery partners (where relevant) so they can pick, pack, and deliver your Item to you.

The information we share will include your given name and surname, your phone number, your email address, and your delivery address. We will share all personal data with our partners in a secure manner.

If there are issues with your delivery and our Support team needs to help resolve them, they will engage with you through the call or chat functionality in the Support inbox within the App. Our Support team will process any personal data you provide to us as part of that process, and may share your personal data with our fulfillment or delivery partners so that we can resolve the issue (for example, to arrange a redelivery).

We may also process your personal data where you submit a complaint (see the section below) or provide any feedback to us about your experience with the Exclusive Store. We’ll process this information so we can try to resolve any concerns you may have raised and so we can improve the Exclusive Store product going forward.

Revolut will process all personal data obtained as a result of your use of the Exclusive Store in compliance with the Privacy Notice that applies to your Revolut account (available at www.revolut.com/privacy).

8. How do I make a complaint?

If you’re unhappy with our service (whether it is about the Exclusive Store or another related service), we’ll try to put things right. Please contact us through the App under the Help section, email us at formalcomplaints@revolut.com or fill out our online complaints form. Our Complaints Policy has more information on how we handle complaints.

9. Legal bits and pieces