Refund policy

Returns & Refunds

We want you to feel confident ordering from Renbe. If something isn’t right, we will always aim to handle it fairly and with care.

If you ever feel unsure about a product before ordering, please reach out to us first. We are always happy to help.

Your right to cancel (online orders)

If you are ordering online from the UK, you have the legal right to cancel your order within 14 days of receiving it, for any reason.

To use this right:

  • Please email us within 14 days of delivery

  • You then have a further 14 days to return the item

Returned items must be:

  • Unused

  • Unopened where hygiene applies

  • In their original packaging

  • With all components included

  • In a resalable condition

Once we receive your return, we will refund:

  • The product price

  • The original standard delivery cost

Customers are responsible for return postage unless the item is faulty.

We are unable to issue refunds for change of mind without receiving the returned item.

Hygiene and sealed products

Because our products are used on the face, hygiene really matters.

For this reason, we cannot accept returns on opened, unsealed or used items, unless the item is faulty.

This includes:

  • Opened boxes of Flawless Face Towels

  • Any product that has been partially used

If you are unsure about a product before opening it, please email us first. We are always happy to help you make the right choice.

This does not affect your legal rights if an item is faulty.

Faulty, damaged or incorrect items

Please check your order when it arrives.

If your item is:

  • Faulty

  • Damaged

  • Incorrect

  • Not as described

Please email info@renbe.co.uk with your order number and a photo if relevant.

If the item is confirmed to be faulty:

  • We will cover reasonable return postage

  • You will receive a full refund

Deductions for diminished value

We understand that sometimes customers simply change their mind. That’s okay.

However, if a returned item shows signs of handling beyond what is necessary to inspect it, we may make a reasonable deduction from the refund to reflect any loss in value, as permitted by consumer law.

This may apply if:

  • Packaging has been damaged

  • The product has been opened unnecessarily

  • The item can no longer be resold as new

We always aim to be fair and transparent if this situation arises.

Items we cannot accept returns for

We are unable to accept returns on:

  • Opened or used hygiene products (unless faulty)

  • Sale items

  • Gift cards

Bundles and promotional offers

From time to time, we offer products as part of a bundle, set, or promotion, including offers that include a complimentary or free item.

If you change your mind about a bundle purchase, the bundle must be returned in full in order to qualify for a refund. This means all items included in the offer must be returned together, unused and in resalable condition.

We’re unable to offer partial refunds for individual items from a bundle.
If part of the bundle is missing, used, or not returned, we reserve the right to refuse the refund.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, the simplest option is to place a new order and return your original item if eligible.

Subscription orders

Subscription orders follow the same returns policy as one-off purchases.

You can cancel or amend your subscription at any time before your next billing date via your account or by emailing us.

How to start a return

To request a return, please email info@renbe.co.uk with:

  • Your order number

  • The reason for return

  • Photos if the item is faulty or damaged

Please wait for confirmation before sending anything back, so we can guide you properly.

We recommend using a tracked service and keeping proof of postage, as we are unable to accept responsibility for items lost in transit.

Refunds

Once we receive and inspect your return, we will confirm by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item or valid proof of return.

Please be aware that once a refund has been processed on our side, it can take a further 3 to 10 working days for your bank or card provider to display the funds in your account. This part is unfortunately outside of our control.

If more than 14 days have passed since your refund was approved and you have not received your funds, please contact us at info@renbe.co.uk and we will happily look into it for you.

International orders

Customers are responsible for return postage costs, customs charges, and duties on international returns unless the item is faulty.