Return and exchange policy

 

Welcome to the Return & Exchange Policy of Renolivra (hereinafter referred to as “we”). This policy is intended to provide clear and transparent information regarding eligibility, timelines, and procedures to ensure a smooth and reliable shopping experience.

1. Return & Exchange Validity Period

Return or exchange requests may be submitted within 30 days from the date the order is received.

2. Conditions for Returns & Exchanges

• The product shows visible appearance defects
• The product has quality-related issues
• The product has an unusual odor or significant color differences
• The delivered item does not match the original order
• A return or exchange is requested within the allowed period without a specific reason, provided the product remains in good condition

3. Return Procedure

1. Please contact us by email or customer service phone to request a return. Kindly provide the order number, proof of payment, reason for return, and relevant photos or videos.
2. Our customer support team will review your request promptly. Once approved, you will receive detailed instructions along with the designated return address.
3. Send the product to the provided return address and retain the shipping receipt until confirmation.
4. After we receive the returned item, we will inspect it based on the reported issue. If approved, the refund will be processed immediately. Additional details can be found in the refund policy.

4. Exchange Procedure

1. To request an exchange, contact us via email or phone with your order number, proof of payment, exchange reason, and supporting photos or videos.
2. After approval, we will provide the return address and relevant instructions.
3. Return the product and wait for confirmation of receipt.
4. Once the item passes inspection, a replacement will be shipped within 1–3 business days.

5. Refund Process

Refunds are issued to the original payment method used at checkout (Visa, MasterCard). The estimated processing time is 1–5 business days, depending on the bank’s handling time. If a delay occurs, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, color discrepancies, unusual odors, or incorrect items, return shipping costs are covered by us.
• If the return or exchange is requested without a specific reason, return shipping costs are the responsibility of the customer.

7. Liability Statement

We handle all return and exchange requests with care and transparency. However, we cannot be held responsible for damage caused by improper handling or use of the product after delivery.

8. Return Label

A return label may be included inside the package. Please attach the provided label to the parcel when returning the product to facilitate processing.

9. Contact Us

For questions regarding returns, exchanges, or additional assistance, please contact us using the information below:

Contact Address: 10010 Sunset Place, San Antonio, TX 78245, United States
Customer Service Phone: +1 (903) 834-4147
Customer Service Email: hello@renolivra.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)