Refund policy

Returns & Refunds Policy

Last updated: September 2026

This policy covers hair bundles, hair products, wigs, digital products (tutorials and online classes) and pre-orders bought from www.renstouch.co.uk. It does not cover hair styling appointments, which are covered by our Booking Policy.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your right to cancel

You can cancel your order for any reason at any time from placing it until 14 days after you receive it. This includes made-to-order items that are one of our standard products (for example, a standard length, texture or colour from our range).

  • Before dispatch: email us and we will cancel your order and give you a full refund, including delivery, within 14 days.
  • After delivery: tell us within 14 days of receiving your order, then send the items back within a further 14 days.

You do not need to give a reason or use any particular wording. A clear email to heyren@renstouch.co.uk with your order number is enough.

2. When the right to cancel does not apply

  • Opened hair products. Hair bundles, extensions and wigs are sealed for hygiene reasons. Once the seal or protective packaging has been opened after delivery, they cannot be returned unless they are faulty. Unopened, sealed items can be returned as set out in section 1.
  • Personalised items. Items made to your own personal specifications (for example, a custom wig unit built to your measurements or a custom colour) cannot be cancelled once we have started making them, unless they are faulty.
  • Digital products once you have been given access (see section 4).

3. Pre-orders

  • We will give you an estimated dispatch date when you order.
  • You can cancel a pre-order at any time before it is delivered for a full refund, and you keep your 14-day right to cancel after delivery.
  • We will let you know if your dispatch date is going to be later than estimated. If we cannot deliver within 30 days of the date we agreed, you can cancel for a full refund.
  • Refunds for cancelled pre-orders are made within 14 days of you telling us.

4. Digital products and online tutorials

When you buy a digital product, we will ask you to agree to get access straight away and to confirm that you understand you lose your 14-day right to cancel once access is given. We will confirm this by email. After that, digital products cannot be refunded unless they are faulty.

If a technical problem stops you accessing something you have paid for, email us and we will fix it, replace it or refund you.

5. Faulty, damaged or not-as-described items

Your items must be as described, of satisfactory quality and fit for purpose. If they are not:

  • Within 30 days of delivery you can reject the item for a full refund.
  • After 30 days you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can have a partial or full refund.
  • If a fault appears within 6 months of delivery, it is assumed to have been there when you received it unless we can show otherwise.
  • We pay the cost of returning faulty items.

To report a fault, email heyren@renstouch.co.uk with your order number, a description of the problem and photos or a video. Please get in touch as soon as you notice the problem.

6. Sale and discounted items

Items bought in a sale or with a discount code have the same cancellation and faulty-goods rights as full-price items. We will refund the amount you actually paid. If you return a whole order that came with a free gift, please return the gift too.

7. Wrong item received

If we have sent you the wrong item, please contact us as soon as possible. We will arrange collection or cover the return postage and send you the correct item, or give you a full refund if you prefer.

8. How to return an item

  1. Email heyren@renstouch.co.uk with your order number and the items you are returning.
  2. We will reply with return instructions.
  3. Send the items back within 14 days of telling us. Unopened items must be in their original sealed packaging.
  4. Unless the item is faulty or wrong, you pay for return postage. We recommend a tracked and insured service, as we cannot refund items that do not reach us.

Returns address: Renstouch, 69 High Street, Beckenham, BR3 1AW, United Kingdom.

9. Refunds

  • We refund within 14 days of receiving your return, or of you sending us proof of postage, whichever is sooner. For orders cancelled before dispatch, we refund within 14 days of you telling us.
  • Refunds go back to your original payment method, including Klarna, Clearpay and PayPal. We do not charge a fee.
  • If you return your whole order, we also refund the original delivery charge.
  • We may reduce a refund if an item has been handled more than needed to inspect it and its value has gone down as a result.

10. Exchanges

We are happy to exchange unopened items in their original packaging within 14 days of delivery. Just tell us what you would like instead when you email us.

11. Your statutory rights

This policy is in addition to your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For free, independent advice, contact Citizens Advice at www.citizensadvice.org.uk or on 0808 223 1133.

12. Contact

Email: heyren@renstouch.co.uk
Address: 69 High Street, Beckenham, BR3 1AW, United Kingdom