Return, refund & exchange policy

Overview

We want you to be happy with your purchase. If something is not right, you may be eligible for a return, refund, or size/style exchange within the window and conditions below. This policy applies to orders placed on Rennor unless stated otherwise at checkout.

Return & exchange window

• You may request a return or exchange within 7 days of delivery, as shown on your order details.
• The item must be unused, with original tags, packaging, and accessories where applicable.
• For hygiene reasons, certain categories may be non-returnable (see below).

Refunds

• After we receive and inspect the returned item, approved refunds are processed to the original payment method where possible, or as store credit if that was used or if required by payment rules.
• Refund timelines depend on your bank or payment provider; please allow a few business days after approval.
• Shipping charges (if any) may be non-refundable except where required by law or if the return is due to our error or a defective/wrong item.

Exchanges

Size or colour exchanges are offered subject to stock availability. If the requested variant is unavailable, we may offer a refund or store credit instead.

How to start a return or exchange

1. Signed-in customers: open My orders and submit a return request from the order you want to send back.
2. If you need help with a return, contact support with your order ID and the email on your account.
3. Our team reviews each request. You will see a status such as requested, then approved, rejected, or completed once the process is finished. Refund state (e.g. pending, processing, completed) is tracked separately from courier or pickup updates.
4. After approval, we share pickup or drop-off instructions. Carrier tracking or delivery events may update on their own timeline and do not always change your return status in the shop immediately.
5. Pack the item securely with tags intact and hand it to the courier or drop point as instructed.

Non-returnable items

The following may not be eligible for return or exchange (unless defective or incorrectly shipped): clearance/final sale items marked as such, opened innerwear or personal-use products where hygiene applies, and items damaged after delivery due to misuse.

Defective or wrong items

If you received a defective, damaged, or incorrect item, contact us within 48 hours of delivery with photos of the issue and your order ID. We will arrange a replacement, exchange, or refund as appropriate.

Contact

Questions about this policy? Contact support.