Refund policy

Right of withdrawal

As a consumer, you have a 30-day right of withdrawal when you shop with us. The withdrawal period expires 30 days after the day you receive your item. This means that you have 30 days from receipt to notify us that you wish to cancel your purchase.

Once you have notified us that you wish to cancel your purchase, you have 14 days to send the item back to us. You must pay for the return shipping yourself, and you are responsible for any damage that occurs during transport.

Read more in our terms and conditions.

To return a product, simply follow the instructions in our return portal. Once you have initiated a return, you have an additional 14 days to return the product itself.

Please note the following:

  • You are responsible for the products being returned until we receive them.
  • All products are inspected when we receive them.
  • We refund products at the price you paid for them – this also applies to products bought on sale.
  • If the products are damaged due to irresponsible use, the full amount will be refunded minus the decrease in value.
  • All parts and accessories (including the box the item comes in) must be returned in order to receive a full refund. Read our terms and conditions here.
  • The amount is refunded via the same payment method used for the purchase. For example, if you paid by card, the amount will be transferred to the account linked to that card.
  • We provide a UPS return label, which you can choose to use. This costs 7,00 EUR, which will be deducted from your refund.
  • If you ship the parcel by other means, it must be sent with direct delivery to our address. We do NOT collect parcels from pick-up points.

The right of withdrawal only applies if you have purchased the products in our webshop.

If you have any questions about refunds and returns, you are more than welcome to write to us at contact@rennoa.eu.

Adjustment of discounts when returning part of an order

When you as a customer make use of an offer where the purchase of one item triggers a discount on another item, and you choose to return the item that triggered the discount, the following applies:

If the item that triggered the discount is returned, the right to the discount on the other item lapses. In the event of a return, the refund for the first item will be adjusted so that the total transaction price reflects the original price of the other item without the discount.

An example could be the following situation:
The customer buys products A and B together and therefore receives a 50% discount on product B. The customer subsequently chooses to return product A and requests a refund, while wishing to keep the 50% discount on product B.

This is contrary to our terms and conditions. When a customer returns a product that qualified them for a discount, that discount lapses. In this case, 50% of the price of product B will be deducted from the refund, as the final order after the return now only consists of product B.

Gift cards

When you purchase a product where the gift card is used in full, the right to cancel the purchase of the gift card lapses, as it has then been taken into use. However, the purchase of the product itself will of course be covered by the ordinary rules on the right of withdrawal if the item was purchased at a distance.

If you make use of the 30-day right of return on a product purchased with a gift card, you will be compensated with a new gift card upon return. No money will be paid out for returned items originally purchased with a gift card, unless part of the amount was paid in addition to the gift card.

If you cancel the purchase of a gift card before the amount has been fully or partially used, simply contact customer service so they can cancel and refund the gift card.

You can have the remaining balance of a gift card paid out for up to one year after its expiry. If you wish to have the amount paid out before expiry, an administration fee of 3,50 EUR applies. After expiry, no fee is charged, in accordance with applicable legislation.

You can only have money paid out for gift cards you have purchased yourself. If you have received a free gift card (e.g. after winning a competition), it cannot be exchanged for money.