Shipping policy

Order processing

Orders are usually processed within 1–3 business days after payment has been successfully confirmed.

Business days do not include weekends or public holidays.

During periods of unusually high demand, product launches, promotional events, public holidays, or circumstances outside our reasonable control, processing may take longer.

Once your order has been processed and dispatched, you will receive a shipping confirmation email containing tracking information where available.

Submitting an order does not guarantee that an address change or cancellation can be made after fulfilment has begun.

Estimated delivery times

Estimated delivery times begin after the order has been dispatched.

Typical delivery estimates are:

• United States: 6–10 business days
• United Kingdom: 7–12 business days
• European Union: 7–14 business days
• Canada: 8–15 business days
• Australia and New Zealand: 8–15 business days
• Other destinations: 10–20 business days

These timeframes are estimates only and are not guaranteed delivery dates.

Delivery may take longer because of customs clearance, carrier disruption, weather, public holidays, remote delivery locations, peak shopping periods, incorrect address information, or other events outside our reasonable control.

Any delivery estimate displayed at checkout or in an order confirmation should also be treated as an estimate unless expressly stated otherwise.

Shipping destinations and restrictions

We currently ship only to destinations available for selection at checkout.

Shipping availability may vary depending on the product, fulfilment location, destination country, carrier availability, local restrictions, or applicable law.

We reserve the right to decline or cancel an order where we cannot reasonably deliver to the address supplied. If payment has already been collected, the relevant amount will be refunded to the original payment method.

Shipping charges

Shipping charges, where applicable, are calculated and displayed at checkout before the order is submitted.

Shipping fees may vary based on:

• destination;
• product;
• parcel size or weight;
• delivery method; and
• promotional eligibility.

We may occasionally offer free or discounted shipping subject to separate conditions displayed at checkout or in the relevant promotion.

Tracking information

Where tracking is available, a tracking link will be sent to the email address used to place the order.

Tracking information may take 24–72 hours after dispatch to become active or display movement.

A lack of immediate tracking updates does not necessarily mean that the parcel has not been shipped.

Customers are responsible for providing a valid email address and checking their inbox and spam folder for shipping updates.

Split shipments

Items in the same order may occasionally be fulfilled from different locations or dispatched in separate parcels.

Where this happens:

• parcels may arrive on different dates;
• each parcel may have its own tracking number; and
• you will not be charged additional shipping solely because we divide an order into multiple shipments, unless this was clearly disclosed before purchase.

Receiving only part of an order does not necessarily mean that an item is missing.

Customs duties and import charges

International orders may be subject to customs duties, import taxes, brokerage charges, handling fees, or other charges imposed by the destination country, local authority, or carrier.

Unless checkout expressly states that these charges are included, the customer is responsible for any such charges.

RENAVO does not control these charges and cannot reliably predict their amount.

Customers are responsible for ensuring that products may lawfully be imported into their destination country.

If a parcel is refused or returned because customs charges were not paid, any refund may be reduced by reasonable outbound shipping, return shipping, customs, handling, or carrier fees incurred by us, to the extent permitted by law.

Nothing in this section limits mandatory consumer rights.

Address accuracy

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please contact support@getrenavo.com immediately if you notice an address error.

We will try to assist, but we cannot guarantee that an address can be changed once an order has entered processing or fulfilment.

RENAVO is not responsible for delivery failure or delay caused by incorrect, incomplete, outdated, or inaccessible address information supplied by the customer.

If a parcel is returned to us because of an address issue attributable to the customer, additional shipping charges may apply before it can be resent.

Delivery attempts, refused parcels, and unclaimed orders

The carrier may make one or more delivery attempts or leave instructions for collection.

Customers are responsible for monitoring tracking updates and arranging collection or redelivery where required.

Where a parcel is:

• refused without lawful reason;
• not collected;
• returned because delivery attempts were unsuccessful; or
• returned because the customer failed to respond to the carrier,

any refund may be reduced by reasonable shipping, return, customs, handling, or carrier costs incurred by us, to the extent permitted by law.

Delayed shipments

Delivery estimates are not guarantees.

If your tracking has not updated for several business days, this may be caused by normal carrier scanning delays, customs processing, or movement between distribution centres.

Please allow the estimated delivery window to pass before contacting us unless the carrier has reported a specific problem.

For assistance with a significantly delayed parcel, contact support@getrenavo.com with your order number.

We will review the available tracking information and, where appropriate, contact the carrier or fulfilment provider.

Orders marked as delivered but not received

If tracking shows that a parcel has been delivered but you cannot locate it, please:

1. Confirm that the shipping address on your order is correct.
2. Check around the delivery location, including entrances, reception areas, mailrooms, parcel lockers, and safe places.
3. Ask household members, neighbours, building staff, or reception personnel whether they accepted it.
4. Check for a delivery photograph or carrier notice.
5. Contact the carrier directly for additional delivery information.

If the parcel remains missing, contact support@getrenavo.com promptly with your order number and any relevant information.

We will assess the circumstances and may ask you to cooperate with a carrier investigation, provide written confirmation of non-receipt, or submit other reasonable evidence.

A tracking status of “delivered” does not automatically prevent us from investigating the matter, but a refund or replacement is not guaranteed until the circumstances have been reviewed.

Lost or damaged parcels

If a parcel appears to be lost in transit, contact us after the estimated delivery window has passed.

We may need to open an investigation with the carrier or fulfilment provider before issuing a replacement or refund.

If the parcel or product arrives visibly damaged, retain:

• the item;
• the shipping box or mailer;
• internal packaging;
• shipping label; and
• photographs showing the damage.

Contact support@getrenavo.com promptly so that we can review the issue.

Do not dispose of the damaged item or packaging until we confirm that our review is complete.

Incorrect or incomplete orders

If you receive the wrong product, colour, size, quantity, or an incomplete order, contact support@getrenavo.com promptly.

Please include:

• your order number;
• a description of the issue; and
• clear photographs of the products received and the parcel label.

Remember that orders may arrive in split shipments, so please review all tracking information before reporting an item as missing.

Cancellations and changes

Contact us as soon as possible if you need to cancel an order or change its shipping details.

We cannot guarantee that a cancellation or modification will be possible after an order has entered processing or fulfilment.

If the order has already been dispatched, it cannot normally be redirected or cancelled through us and may need to be handled under our Return and Refund Policy after delivery.

This does not limit cancellation rights available under mandatory consumer law.

Risk of loss

Risk of loss or damage generally passes to you when you, or a person nominated by you other than the carrier, physically receives the goods, except where applicable law provides otherwise.

Where you independently appoint a carrier that was not offered by us, risk may pass when the goods are handed to that carrier, to the extent permitted by law.

Returns

Shipping-related returns are governed by our Return and Refund Policy.

Do not send products to the address shown on the original parcel or to our registered business address unless we have specifically authorised that destination.

Contact support@getrenavo.com before returning any item so that we can provide the correct instructions and authorised return address.

Contact

For shipping and delivery enquiries, contact:

RENAVO
Email: support@getrenavo.com

Effective date: 28 July 2026