Return Policy

Last updated: 2026.02.18

This Returns & Refunds Policy explains when and how you can return products purchased from renuray.com and how refunds are handled. By placing an order on our Website, you agree to this Policy in addition to our Terms of Service.

We primarily serve customers in the United States and offer a 30‑day money‑back guarantee under the conditions below. For customers in the United Kingdom and European Union, we also respect any mandatory consumer rights (including the minimum 14‑day cooling‑off right and statutory rights for defective goods). Where local law gives you stronger non‑waivable rights than this Policy, those legal rights will prevail.

How to Return & Get a Refund (Quick Guide)

Follow these simple steps for the fastest service:

Check your timeframe
- Contact us within 30 days of receiving your order for our money‑back guarantee.
- UK/EU customers also keep any legal 14‑day cooling‑off rights.
Do not ship anything yet
- Do not send any items back before speaking to our support team.
- Returns sent without approval may be lost or refused.
Contact our support team
- Email: info@renuray.com
- Contact form: https://renuray.com/pages/contact-page
- Include: Order number, item(s) to return, reason (e.g. "changed my mind", "defective")
Wait for instructions
- Our team will evaluate your case and send:
  - Correct return address (fulfilment centre)
  - Return reference / RMA code (if required)
Ship your return
- Use original packaging if possible
- Write RMA code clearly on parcel
- Use tracked shipping (keep receipt)
- You pay return shipping for change-of-mind (unless we say otherwise)
Get your refund
- We process approved refunds within 14 days of receiving your return
- Refund goes to your original payment method
- Based on amount you actually paid (after discounts)

Note: Some hygiene/health items may not be returnable once opened. Our support team will confirm eligibility.

1. Scope

1.1. This Policy applies to purchases made directly on renuray.com by end consumers for personal use and not for resale.

1.2. This Policy does not apply to purchases made through third‑party platforms, retailers, or resellers. For such purchases, you must contact the seller directly and follow their policies.

1.3. We may update this Policy from time to time. The version in force at the time you place your order will apply to that order.

2. Overview of Your Rights

2.1. You may have the following options, depending on your situation and location:

Our 30‑day money‑back guarantee (commercial policy, worldwide).
Your mandatory statutory rights (for example, UK/EU 14‑day cooling‑off period and legal rights for defective or non‑conforming goods).

2.2. If there is any conflict between this Policy and your non‑waivable consumer rights under applicable law, the law will prevail and you will benefit from whichever is more favourable to you.

3. 30‑Day Money‑Back Guarantee (Worldwide)

3.1. In addition to any legal rights, we offer a 30‑day money‑back guarantee for most products purchased on renuray.com.

3.2. You may request a refund under this guarantee if:

You contact our customer support within 30 calendar days from the date you receive your order (based on the delivery information provided by the carrier), and
You follow the Return Authorisation process in Section 6, and
The products meet the condition requirements in Section 5.

3.3. This 30‑day guarantee is primarily a change‑of‑mind policy: you do not have to prove a defect to use it. However, we expect products to be in good, re‑sellable condition unless you are returning them because they are defective or not as described.

3.4. We reserve the right to limit or refuse application of the 30‑day guarantee to customers who, in our reasonable judgment, abuse the policy (for example, repeated high‑volume returns or obvious misuse of products).

4. UK/EU Consumers – Legal 14‑Day Cooling‑Off Period

4.1. If you are a consumer residing in the United Kingdom or European Union and you purchase goods from us online, you may have a legal right to withdraw (cancel) your contract within 14 days without giving any reason, subject to statutory exceptions.

4.2. The 14‑day period typically starts on the day after you (or a person you designate, other than the carrier) receive the goods. If a single order is delivered in multiple parts, the period normally starts on the day after you receive the last item.

4.3. To exercise this legal cooling‑off right, you must clearly inform us within 14 days of receiving the goods that you wish to cancel (for example, by email or our contact form), then follow the Return Authorisation process in Section 6. After notifying us, you generally have an additional 14 days to send the goods back.

4.4. During the legal cooling‑off period, you may handle the goods only as you would in a physical store to check their nature, characteristics, and functioning. If you use them more than that, we may reduce your refund to reflect any loss in value, as allowed by law.

4.5. Our 30‑day money‑back guarantee extends your ability to return goods but does not reduce your minimum legal protection in the UK/EU.

5. Condition of Returned Products

5.1. To be eligible for a full or partial refund under this Policy (including the 30‑day guarantee and any legal cooling‑off), products should generally:

Be in good and re‑sellable condition, unless you are returning them for being defective, damaged, or not as described.
Be returned, where reasonably possible, in their original packaging, including any accessories, manuals, and promotional items received with the order.
Not show signs of heavy use, intentional damage, excessive wear, or contamination.

5.2. If a product is returned in a condition that clearly goes beyond what is necessary to inspect it (for example, obviously used extensively, heavily worn, or damaged by the customer), we may:

Refuse the return, or
Deduct an appropriate amount from the refund to reflect diminished value (where permitted by applicable law).

5.3. We may require photographic or video evidence of the product's condition before authorising a return.

6. Return Authorisation – Contact Support First

6.1. You must contact our customer support and receive return instructions before sending any item back to us. Returns sent without prior contact and authorisation may be refused, lost, or significantly delayed in processing.

6.2. When you contact us, our support team will evaluate your situation (reason for return, time elapsed since delivery, product category, and condition) and determine which framework applies:

30‑day money‑back guarantee (Section 3).
UK/EU legal cooling‑off right (Section 4).
Defective, damaged, or incorrect item (Section 7).
Or that the item is not eligible for return under this Policy.

6.3. After evaluation, support will provide you with:

Confirmation whether the return is accepted or rejected under this Policy or relevant law.
The correct return address (usually a fulfilment centre – not our registered office or corporate address).
Any return reference number or RMA code, which must be clearly visible on or inside the parcel.

6.4. We are not responsible for, and may refuse:

Returns sent to the wrong address.
Returns sent without the required RMA/reference where we reasonably require it.
Returns sent without prior approval from our support team.

6.5. Sending products back without contacting support first does not guarantee a refund, exchange, or credit, even if the package arrives at one of our locations.

7. Defective, Damaged, or Incorrect Items

7.1. If your item arrives defective, damaged, or significantly not as described, you may be entitled to repair, replacement, partial refund, or full refund under applicable law in addition to the 30‑day guarantee.

7.2. If you believe your product is faulty, damaged in transit, or incorrect, you must contact our support team as soon as reasonably possible after delivery and provide:

Your order number.
A clear description of the issue.
Photos or video clearly showing the defect, damage, or wrong item, if possible.

7.3. We may require you to return the defective or incorrect item, or we may allow you to keep or dispose of it according to our instructions. We will inform you of the required steps after assessing your claim.

7.4. Once the defect or error is confirmed, we will choose an appropriate remedy, which may include:

Sending a replacement product.
Issuing a full or partial refund.
Providing store credit or another reasonable solution.

7.5. We may decline a defect‑based claim or limit remedies where:

The damage or defect results from misuse, neglect, improper handling, or unauthorised modification.
The defect is due to normal wear and tear or minor cosmetic defects that do not affect the normal functioning of the product.
The claim is made outside any applicable statutory guarantee period in your jurisdiction.

8. Non‑Returnable or Restricted Items (Where Allowed by Law)

8.1. Subject to applicable laws (and especially to UK/EU rules on exceptions to the cooling‑off right), some items may be non‑returnable or subject to stricter conditions, in particular:

Sealed hygiene, health, or wellness products that are not suitable for return once unsealed for health protection or hygiene reasons.
Customised or personalised items made specifically according to your instructions.
Products that by their nature cannot be returned or are at high risk of rapid deterioration.

8.2. If any of your items fall into such categories and are subject to special return restrictions or are non‑returnable, we will clearly indicate this on the product page and/or at checkout to the extent required by law.

9. Return Shipping Costs

9.1. Under the 30‑day money‑back guarantee (change of mind):

You are generally responsible for the cost of returning the product to us, unless we explicitly state otherwise for a particular promotion or product.

9.2. For defective, damaged, or incorrect items where the issue is confirmed to be our responsibility or that of our logistics partners:

We will either provide a prepaid return label, reimburse reasonable return shipping costs, or offer an alternative remedy not requiring you to pay return shipping, depending on your location, the product, and applicable law.

9.3. For UK/EU customers exercising the legal 14‑day cooling‑off right for change of mind:

You are generally responsible for the cost of returning the goods unless we clearly state that we will bear such costs, subject to any mandatory local rules.

9.4. You must use a suitable shipping method and pack the products carefully. You are responsible for the risk of loss or damage of returned goods until they reach us, unless otherwise required by law or we have provided a prepaid label.

10. Refund Amount and Timing

10.1. After we receive and inspect your returned item, we will inform you by email whether your refund is approved, partially approved (with any deductions explained), or rejected.

10.2. If a refund is approved, we will:

Refund the amount you actually paid for the product, taking into account any applied discounts, coupon codes, or promotions.
For UK/EU customers exercising their legal 14‑day withdrawal right, also refund any standard outbound shipping cost when and to the extent required by applicable law. If you chose a more expensive shipping method than our standard option, we may not be required to refund the extra cost.

10.3. We typically do not refund:

Return shipping costs for change‑of‑mind returns (unless we explicitly agree or local law requires it).
Any customs duties, import taxes, or additional fees charged by your local authorities. You may wish to contact your local customs or tax authority regarding possible refunds of those amounts.

10.4. Refunds will usually be issued via the same payment method you used for the original transaction, unless we agree otherwise and there is no additional cost to you.

10.5. We aim to process refunds within 14 days of the earlier of:

The date we receive the returned goods, or
The date you provide satisfactory proof that the goods have been sent back (for example, a valid tracking number),

subject to applicable law and the time required to inspect the goods.

10.6. If you used a discount code or voucher:

The refund will be based on the price actually paid for the item (after discount). The value of the discount itself will not be refunded or converted to cash, and the same discount code may not be reissued.

10.7. Free gifts or promotional items:

If your purchase included a free or promotional item conditional on the purchase you are returning, we may require you to return the free item as well in order to receive a full refund.
If you choose to keep the free item when it should reasonably be returned, we may deduct its reasonable value from your refund, where permitted by law.

11. Exchanges

11.1. We do not guarantee direct like‑for‑like exchanges (for example, different size or colour). If you wish to exchange a product, we may ask you to:

Return the original product under this Policy (if eligible), and
Place a new order for the desired item.

11.2. In some cases, and at our discretion, we may offer a direct exchange instead of a refund, especially for defective or incorrectly shipped items.

12. Contact Information

If you have any questions about this Returns & Refunds Policy or need to initiate a return, please contact us: