Refund policy

Exchanges

You may exchange your Renli Su item within 10 days of receipt, provided it is in new, unused, and saleable condition, with all original tags attached, and no marks, stains, odours, or signs of wear. We do not accept worn, damaged, or scented items.

Shoes must have unmarked soles and be returned in their original, undamaged box. Please use an additional protective layer when packaging to prevent damage in transit.

Exchanges will only be processed once the item has passed our internal inspection. To help speed up the process, you may email a photo of the item to info@renlisu.com, designteam@renlisu.com when requesting an exchange.

Exchange shipping costs are the responsibility of the customer.

 

Returns – Changed Your Mind?

If you wish to return your item for a refund, you may do so within 10 days of receiving your order, provided it is in new, unused, and saleable condition, with all original tags attached, and no marks, stains, odours, or signs of wear. We cannot accept returns of worn, damaged, or scented items.

Shoes must have clean, unmarked soles, and shoe boxes must be undamaged. All returns must be packaged with a protective outer layer.

Refunds are issued only after the item passes our quality check. You may include a photo of the item in your return request by emailing info@renlisu.com, designteam@renlisu.com.

Return shipping costs are the responsibility of the customer.

 

Returns – Sale Items

Items purchased at a discount of more than 20% are eligible for exchange only. We are unable to offer refunds on these items.

Exchanges must be for a garment of equal or higher value. All standard return and exchange conditions apply, including that the item must be returned in new, unused, and saleable condition, with all original tags attached, and no signs of wear, stains, odours, or damage.

If you have any questions or would like to arrange an exchange, please email info@renlisu.com,designteam@renlisu.com with your order details and a photo of the item.

 

Returns – Faulty Goods

If you receive a faulty item, you are entitled to a full refund within 30 days of receipt. After this period, and up to 6 months from the date of purchase, you may request a repair or replacement in line with your rights under the UK Consumer Rights Act 2015.

Faulty goods are those that are received damaged or develop a manufacturing defect through normal use.

In the case of faulty items, return shipping costs will be covered by us. Please contact info@renlisu.com,designteam@renlisu.com with details and photos of the fault before sending the item back.

 

How to Make a Return

  1. Email info@renlisu.com,designteam@renlisu.com Include your order number, item name, and SKU, and feel free to attach a photo of the item. Our team will then assist you with the return process. 

  2. Ensure your return is sent within the 10-day window (for non-faulty items).

  3. Use a tracked, insured, and signed-for delivery service. Please note that the sender is liable for the parcel until it is received at our warehouse.

  4. International Returns: Clearly mark the parcel as
    “RETURNED BRITISH GOODS – OF NO COMMERCIAL VALUE”
    to avoid customs delays or refusals. Keep your tracking number and share it with us.

Once received, we will inspect your return to confirm it is in new, unused, unscented, and saleable condition. If approved, your refund or exchange will be processed within 7 business days.

Please note: Original delivery charges, customs duties, and international taxes are non-refundable, unless the item is confirmed to be faulty.