Refund policy

Last Updated: August  3, 2026

At Renella, customer satisfaction is important to us. We aim to provide a clear and convenient return experience for every customer.

This Return & Refund Policy explains our return period, eligibility requirements, return process, refund procedures, and related information for purchases made through  www.renella.shop.

For additional information, please review our Shipping Policy and Payment Policy.

30‑Day Return Policy

We offer a 30‑day return policy.

Customers may request a return within 30 days after delivery of their order.

To be eligible for a return, items must be:

Unworn or unused In the same condition as received With original tags attached In the original packaging when applicable Accompanied by order information or proof of purchase

Items that do not meet these conditions may not be eligible for return.

How to Request a Return

To request a return, please contact us at hello@renella.shop within 30 days after delivery.

Please provide the following information:

Order number Email address used during checkout Reason for the return request

After reviewing your request, our customer support team will provide return instructions, including the return method and shipping details.

Please do not send items back before receiving return instructions from our support team.

Return Method

Returns are accepted by mail only.

We recommend using a trackable shipping service and keeping your return tracking information until your refund has been completed.

Return Shipping Costs

Return shipping costs depend on the reason for the return.

Customer Responsibility:

For standard returns, including preference changes, incorrect size selection, incorrect color selection, or no longer wanting the item, customers are responsible for return shipping costs.

Renella Responsibility:

If an item arrives damaged, defective, or incorrect, Renella will cover the return shipping costs or provide a replacement or refund solution after reviewing the issue.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect item, please contact us at hello@renella.shop within 48 hours of delivery with your order number and clear photos so we can review and assist you as quickly as possible.

After review, we will provide a replacement, refund, or another appropriate solution according to the situation.

Non‑Returnable Items

The following items are not eligible for return:

Items marked as Final Sale or non‑returnable on the product page

Custom‑made or personalized items Items that have been worn, washed, used, damaged, altered, or returned without original tags or packaging

7. Exchanges

We currently do not offer guaranteed direct exchanges for every item.

If you need a different size, color, or style, the recommended process is to return the eligible item according to this policy and place a new order for the desired item.

For defective, damaged, or incorrect products, please contact our customer support team so we can review the situation and assist you.

Refunds

Once we receive and inspect your returned item, we will notify you regarding the refund status.

If the return meets the requirements of this policy, refunds will be issued to the original payment method within 3–7 business days after approval.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

Original Shipping Charges

If shipping charges were paid at checkout, original shipping costs are generally non‑refundable unless the return is caused by an error from Renella, such as receiving a damaged or incorrect item.

Restocking Fee

Renella does not charge any restocking fees for eligible returns.

Return Address

To ensure your return is processed correctly, please contact our customer support team before sending any items back.

Authorized returns will be processed through our designated return facility. After your return request is approved, we will provide the correct return address and detailed return instructions.

Please include your order number or return authorization information inside the package to help us process your return efficiently.

Contact Information

If you have questions regarding returns, refunds, damaged items, or exchanges, please contact us:

Brand Name: Renella

Website:  www.renella.shop 

Email: hello@renella.shop

Phone: +61 995 553 012

Business Address:

1 Spotted Quoll Cl
North Nowra NSW 2541
Australia

Support Hours: Monday – Saturday: 9:00 AM – 6:00 PM AEST Sunday: Closed

We aim to respond to customer inquiries within 24–48 business hours.

For payment‑related questions, please visit our Payment Policy.