Refund policy

30-day return policy

We want you to feel confident ordering from RENAVO. Unless otherwise stated below, you may request a return within 30 days after receiving your order.

To qualify under our voluntary 30-day return policy, the item must:

• be unworn, unused, unwashed, and undamaged;
• have all original tags attached;
• be returned in its original packaging; and
• include the receipt, order confirmation, or other proof of purchase.

Trying an item on briefly to assess its size or fit does not necessarily make it ineligible for return, provided it remains clean, undamaged, and otherwise in resalable condition.

This policy is in addition to any mandatory consumer rights that apply in your country. Nothing in this policy limits rights that cannot legally be excluded.

Starting a return

To request a return, contact us at support@getrenavo.com and provide:

• your order number;
• the name and email address used for the order;
• the item you wish to return;
• the reason for the return; and
• photographs where the item is damaged, defective, or incorrect.

If your return is approved, we will provide return instructions and the authorised return address.

Do not return an item to the address shown on the original parcel or send it back without first contacting us. Returns sent without authorisation, or to an unauthorised address, may be rejected and may not be eligible for a refund.

Return shipping costs

For ordinary change-of-mind, fit, or sizing returns, the customer is responsible for return shipping costs, except where applicable law requires otherwise.

If an item is confirmed to be damaged, defective, materially different from its description, or incorrectly supplied, RENAVO will cover reasonable return shipping costs or provide another appropriate resolution.

Original shipping charges are generally non-refundable under our voluntary return policy. However, where mandatory consumer law requires us to refund standard outbound delivery charges, we will do so.

We strongly recommend using a tracked shipping service and keeping your postage receipt. We are not responsible for returns lost or damaged in transit where the return shipping was arranged by the customer.

Damaged, defective, or incorrect items

Please inspect your order as soon as possible after delivery.

Contact us promptly at support@getrenavo.com if your item:

• arrived damaged;
• appears defective;
• is materially different from the product ordered; or
• is the wrong item, size, or colour.

Please include your order number and clear photographs of the item, packaging, shipping label, and any visible damage or defect.

We will review the information and provide an appropriate resolution, which may include a replacement, refund, partial refund, or other remedy, depending on the circumstances and your applicable legal rights.

Do not dispose of the product or its packaging until we have completed our review.

Items that cannot be returned under our voluntary policy

Unless required by applicable law, we do not accept returns of:

• items that have been worn beyond a brief fit check;
• washed, altered, stained, damaged, or heavily scented items;
• items showing signs of perspiration, deodorant, cosmetics, body oils, or other use;
• items missing original tags, components, or packaging;
• personalised or custom-made products;
• gift cards; or
• products clearly marked as final sale before purchase.

For hygiene reasons, products that have been worn for exercise, extended use, or direct prolonged contact with the body may not be eligible for a change-of-mind return.

These exclusions do not apply where an item is defective, damaged, incorrectly supplied, or where exclusion would violate mandatory consumer law.

Exchanges

We do not currently process direct exchanges.

To obtain another size, colour, or product, request a return for the original item. Once the return is approved, you may place a separate order for the replacement item.

Placing a replacement order does not guarantee that your original return will be approved. Each return is assessed according to this policy.

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. If the order has already shipped, you may need to follow the applicable return procedure after delivery.

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 receive and inspect your return, we will notify you whether the refund has been approved.

If approved, 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 returns or refunds, contact:

RENAVO
Email: support@getrenavo.com