Refund policy
30-day quality guarantee
Every RENAVO product is covered for 30 days from the day it is delivered. If your order arrives damaged, turns out to be faulty, is materially different from its description, or is not the item, size or colour you ordered, we will put it right with a refund or a replacement.
This guarantee is in addition to any mandatory consumer rights that apply in your country. Nothing in this policy limits rights that cannot legally be excluded.
Size, fit and change of mind
We do not accept returns or exchanges because of size, fit or change of mind. Our products are worn against the skin, and the cost of shipping them twice is higher than their price allows.
Please choose your size before you order: every product page has a size guide, and the ThermaFlex page has a fit finder that names your size from one tape measurement. If you are unsure, email support@getrenavo.com first and we will help you choose.
How to make a claim
Please inspect your order as soon as possible after delivery. If something is wrong, email support@getrenavo.com within 30 days of delivery with:
- your order number and the name and email address used for the order;
- a short description of the problem; and
- clear photographs of the item and, where relevant, the packaging and shipping label.
We will review your message and reply with a resolution, which may be a refund or a replacement, depending on the circumstances and your applicable legal rights.
In most cases you will not need to send the item back. If we do ask for it, we will give you the return address and cover the reasonable cost of return postage. Please do not send anything back without contacting us first, and do not dispose of the product or its packaging until we have completed our review.
Exchanges
We do not process exchanges, including exchanges for a different size.
Order cancellations and address changes
Contact us at support@getrenavo.com as soon as possible if you need to cancel an order or change its shipping address.
We cannot guarantee that a cancellation or address change will be possible after an order has entered processing or has been transferred to a fulfilment partner.
This does not limit any cancellation rights available under mandatory consumer law.
European Union and United Kingdom cancellation rights
Where applicable, customers in the European Union and United Kingdom may have a statutory right to cancel an eligible online purchase without giving a reason.
You must notify us of your decision to cancel within 14 days after you, or a person nominated by you, receives the goods. You may do so by emailing support@getrenavo.com with a clear statement that you wish to cancel the contract.
After notifying us, you must return the goods within the period required by applicable law. We will provide the correct return address and instructions.
You are responsible for the direct cost of returning the goods unless:
- we agree to cover that cost;
- the goods are defective, damaged, or incorrectly supplied; or
- applicable law requires us to cover it.
You may examine the product only to the extent reasonably necessary to establish its nature, characteristics, and functionality. We may reduce the refund where the product has lost value because it was handled beyond what was reasonably necessary, to the extent permitted by law.
Where required by law, we will refund the product price and the cost of the least expensive standard delivery method offered at checkout. Additional costs resulting from your choice of expedited or premium delivery may not be refundable.
Certain statutory exceptions may apply, including to clearly personalised goods and sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
This section does not limit any separate legal rights relating to faulty or misdescribed goods.
Refunds
Once we have approved your claim, the refund will be issued to your original payment method. We aim to process approved refunds promptly and, where a statutory deadline applies, within that deadline.
Depending on your bank, card issuer, or payment provider, additional time may be required for the refunded amount to appear in your account. That processing time is controlled by the payment provider and is outside RENAVO’s control.
Unless required by applicable law, we cannot issue a refund to a different card, account, or payment method.
If you have not received your refund within 15 business days after we confirm that it has been issued, contact us at support@getrenavo.com.
Refused, unclaimed, or undeliverable orders
If an order is refused, left unclaimed, or returned because the customer supplied an incomplete or incorrect address, any refund may be reduced by the original shipping costs, return shipping costs, duties, taxes, or carrier fees incurred by RENAVO, to the extent permitted by law.
We will contact you after the returned parcel has been received and assessed.
Contact
For questions about this policy, contact:
RENAVO
Email: support@getrenavo.com
Effective date: 21 September 2026