Refund policy

Last Updated: August 13, 2026
Business Name: Renellae
Registered Address: 2 Glen Moriston Rd, Cumbernauld, Glasgow G68 0EU, United Kingdom
Contact: hello@renellae.shop | Phone: +44 7551767674
Website: renellae.shop

This policy complies with the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Statutory consumer rights cannot be restricted or removed by our store rules.

1. Statutory 14-Day Cooling-off Cancellation Right You have a legal right to cancel any online order within 14 calendar days starting the day after you receive your parcel, with no reason required.

  • Send your cancellation notice to hello@renellae.shop.
  • After notification, you have an extra 14 days to return all items.
  • We will refund all original standard delivery fees within 14 working days after receiving returned goods or valid proof of return postage.
  • Any premium expedited delivery surcharges are non-refundable.

2. Valid Return Eligibility Standards All items must meet the following to qualify for return:

  • Unworn, unwashed, free of stains, perfume or makeup residue
  • All original brand tags, labels and full packaging attached and intact
  • No cutting, stitching alterations or self-modifications

Non-returnable categories for cooling-off returns:

  • Customised & personalised embroidered garments
  • Opened/worn intimate apparel (hygiene restriction)
  • Products clearly marked Final Sale on product pages

3. Damaged, Defective or Incorrect Goods If you receive faulty, broken, misdescribed, wrong size or wrong-style items:

  • Contact hello@renellae.shop within 48 hours of delivery, attach your order number and clear photos showing defects.
  • We fully cover all return postage fees, and offer free replacement, full refund or store credit based on your preference, as required by UK consumer law.

4. Return Postage Responsibility

  • Change-of-mind voluntary returns: Customer bears all return delivery costs.
  • Fault, damage or wrong item caused by Renellae: We cover full return shipping cost.

We recommend sending returns via tracked Royal Mail and keep your tracking receipt until your refund is fully processed.

5. Refund Processing Timeline After we receive, inspect and approve your returned items:

  • Refunds will be issued back to your original payment method within 7–14 working days.
  • Bank internal processing delays are out of our control and may extend fund arrival time.

6. Return Support Contact Email: hello@renellae.shop

Phone: +44 7551767674

Address: 2 Glen Moriston Rd, Cumbernauld, Glasgow G68 0EU, United Kingdom