Renstouch Product Returns & Refunds Policy

Last updated: May 2026

This Policy explains your rights and our process for returns, refunds, and exchanges of products purchased from www.renstouch.co.uk. It applies to all hair bundles, hair products, tutorials, online classes, and pre-orders. It does not apply to hair styling services (see our Booking Policy).

This Policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online orders within 14 days of receiving the goods, without giving a reason.

However, this right does not apply to certain categories of goods, including:

• Goods made to your specifications or clearly personalised
• Goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery
• Goods that, by their nature, become inseparably mixed with other items after delivery
• Digital content that has been downloaded or accessed where you expressly consented to immediate access and waived your right to cancel
• Services that have been fully performed where you expressly consented to immediate performance and waived your right to cancel

2. Hair Bundles & Hair Products: Hygiene Exemption

Hair bundles and hair products are sealed for hygiene reasons. Once the protective packaging is opened, broken, or removed, your right to cancel under the Consumer Contracts Regulations no longer applies. We cannot accept returns of opened hair products under any circumstances, except where the product is faulty or defective.

This is in line with your statutory rights and reflects the hygiene-sensitive nature of hair products. By placing an order with us, you acknowledge and accept this hygiene exclusion.

You may return hair bundles in their original, unopened, sealed packaging within 14 days of delivery for a refund (see section 7 for the process).

3. Pre-Orders: Specific Terms

Pre-orders are accepted for products that are not yet in stock. By placing a pre-order, you agree to the following:

• Your pre-order is a binding commitment to purchase the product
• The expected dispatch date will be provided at the time of order and is an estimate, not a guarantee
• We will notify you if the dispatch date is delayed by more than 14 days from the original estimate
• You retain your statutory 14-day right to cancel from the date the product is delivered to you
• If dispatch is delayed by more than 30 days from the original estimated dispatch date and you do not agree to a new date, you are entitled to cancel and receive a full refund
• Pre-order refunds for cancellations made before dispatch will be processed within 14 days of the cancellation request
• Once the product is dispatched, the hygiene exclusion in section 2 applies as normal

4. Digital Products and Online Tutorials

Digital products include online tutorials, downloadable guides, recorded classes, and any other digital content sold by Renstouch.

Digital products are non-refundable once access has been provided. At the point of purchase, you will be asked to expressly consent to immediate access and to waive your 14-day right to cancel. By completing your purchase and confirming this consent, you acknowledge that:

• You understand the digital product will be available to you immediately upon purchase
• You expressly consent to immediate access and the commencement of supply
• You expressly waive your statutory right to cancel under the Consumer Contracts Regulations
• Refunds will not be available once access has been provided

In the event of a technical fault preventing access to a digital product, please contact heyren@renstouch.co.uk within 14 days of purchase and we will resolve the issue, including providing access to a working version where applicable.

5. Faulty or Defective Products

If your product is faulty, defective, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. This may include a repair, replacement, or full or partial refund.

You must notify us within a reasonable period of discovering the fault. For best results, please contact us within 30 days of delivery.

To report a faulty product, email heyren@renstouch.co.uk with:

• Your order number
• A clear description of the fault
• Photos and, where possible, a video showing the fault

6. Sale Items and Promotional Items

Sale items, items purchased with a promotional discount, and free or bundled gift items are not eligible for refund or exchange unless faulty or defective, where your statutory rights apply.

7. How to Return a Product

To return an unopened, eligible product within 14 days of delivery:

Step 1: Contact us at heren@renstouch.co.uk with your order number and the reason for return. Please include the words "Cancellation under Consumer Contracts Regulations" in your email if you are exercising your statutory right to cancel.

Step 2: We will reply with return instructions and the return address. Do not return any item before contacting us, as we cannot accept unauthorised returns.

Step 3: Return the product, in its original sealed packaging, to the address we provide. The cost of return shipping is your responsibility unless the product is faulty or sent in error.

We strongly recommend using a tracked and insured return service. We are not responsible for items lost in transit on their way back to us.

Step 4: Once we have received and inspected the returned product, we will issue a refund or process an exchange in line with this Policy.

8. Refund Processing

Once your return has been received and approved:

• Refunds are processed within 14 days to your original method of payment
• We may withhold a refund until we have received the goods or evidence of return
• A reasonable amount may be deducted from the refund to reflect any reduction in value of the goods caused by handling beyond what is necessary to inspect them
• Original delivery charges are refunded only where the entire order is returned, or where the product is faulty

9. Exchanges

We may, at our discretion, offer exchanges for unopened products in their original packaging within 14 days of delivery. Please follow the same process set out in section 7 and indicate that you would prefer an exchange.

10. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us at heyren@renstouch.co.uk within 7 days of delivery. We will arrange for the wrong item to be returned and the correct item to be sent at no additional cost to you.

11. International Returns

For international orders, customers are responsible for return shipping costs and any associated customs charges, except where the product is faulty or sent in error. Please mark international returns clearly as "Returned Goods" to avoid additional customs charges on arrival in the UK.

12. Your Statutory Rights

This Policy is in addition to your statutory rights as a consumer. Nothing in this Policy limits your rights under:

• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• The Sale of Goods Act 1979 (where applicable)

For free, independent consumer advice, you can contact Citizens Advice at www.citizensadvice.org.uk or call the consumer helpline on 0808 223 1133.

13. Required Consent at Checkout

By completing your purchase, you confirm that:

• You have read, understood, and agreed to this Returns & Refunds Policy
• For hair bundles and hair products: you understand the hygiene exclusion applies once packaging is opened
• For digital products and tutorials: you expressly consent to immediate access and waive your 14-day right to cancel
• For pre-orders: you understand the dispatch date is an estimate and you accept the pre-order terms in section 3

14. Contact

For any questions about returns or refunds, please contact:

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