Refund policy
Return and Refund Policy
We offer a 30-day return and refund policy. You have 30 days from the date your order is delivered to contact us if you are not satisfied with your purchase.
Starting a Return
All return and refund requests must be started by emailing:
Please include:
- Your full name
- Your order number
- The email address used when ordering
- Your complete delivery address
- The reason for your request
We aim to respond within 24 hours.
Do not send any product back before receiving return instructions from our team. Returns sent without prior approval may not be accepted or processed.
30-Day Satisfaction Returns
You may try the product and contact us within 30 days of delivery if you are not satisfied.
To qualify:
- The product must not have been deliberately damaged, altered, misused, or used contrary to the supplied instructions
- The product and included accessories must be returned if requested
- The product should be returned in its original packaging where reasonably possible
- Proof of purchase must be provided
For dissatisfaction or change-of-mind returns, the customer is responsible for return shipping unless we confirm otherwise by email.
Original shipping charges, where applicable, are non-refundable unless required by law or the return results from an error by Renva.
Damaged, Faulty, or Incorrect Orders
Please inspect your order when it arrives.
If the product is damaged, faulty, or incorrect, contact teamrenva@gmail.com within 72 hours of delivery so we can investigate and resolve the issue quickly.
Include:
- Your full name and order number
- A description of the problem
- Clear photographs or video showing the product, packaging, shipping label, and issue
Depending on the circumstances, we may offer a replacement, refund, replacement part, or other appropriate resolution.
We may not require a damaged or faulty product to be returned, but please keep the product and all packaging until we confirm the next steps.
If the parcel appears damaged when delivered, please also report the damage to the carrier where possible. This helps us investigate the shipment, but does not replace contacting Renva.
The 72-hour notification request does not remove any rights that cannot legally be limited.
Return Shipping
Return instructions and the appropriate return destination will be provided by email after your request has been reviewed.
Please do not return products to the sender address shown on the original parcel, as this may be a fulfilment facility that cannot process returns.
For approved faulty, damaged, or incorrect-item claims, we will confirm by email whether a return is required and whether return shipping will be covered.
Renva is not responsible for returns sent to an unauthorized address or returned without tracked postage where tracking was requested.
Refunds
Once an approved return has been received and inspected, we will notify you by email.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may take additional time to display the refund.
If more than 15 business days have passed since your refund was approved, contact:
Free Gifts and Bundle Items
If your order included complimentary gifts or bundle items, we may require those items to be returned with the main product.
If a required gift or bundle item is missing, damaged beyond reasonable use, or not returned, its stated retail value may be deducted from the refund where permitted by law.
Exchanges
We do not offer direct exchanges.
Where a replacement is not being issued for a faulty or incorrect item, the fastest option is to complete an approved return and place a new order separately.
Cancellations
Contact teamrenva@gmail.com as soon as possible if you need to cancel or amend an order.
We cannot guarantee cancellation once processing or fulfilment has started.
Contact
For all return, refund, damage, cancellation, and order-related questions, email: