Refund policy

CHANGE OF MIND / NON-RETURNABLE ITEMS

All sales of hair accessories (brushes, clips, rollers, etc.) are final for change-of-mind purposes. We do not accept returns, exchanges, or refunds simply because you changed your mind or no longer want the item, even if it is unused or unopened.

EU / EEA CUSTOMERS - RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF)

If you are a consumer in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days without giving any reason. This right applies in addition to the fault and damage rights set out below, and it overrides the change-of-mind exclusion above for EU/EEA orders.

The withdrawal period expires 14 days from the day on which you, or a third party you nominate, take physical possession of the goods. Where an order is delivered in more than one shipment, the period runs from receipt of the final item.

To exercise your right of withdrawal, inform us of your decision by a clear statement. The easiest way is to complete our online withdrawal form at renhaircare.com/pages/eu-withdrawal, or you can email us at hello@renhaircare.com.

If you withdraw, we will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold the refund until we have received the goods back, or until you have provided proof that you have sent them back, whichever is earliest.

You must send the goods back without undue delay and no later than 14 days from the day you notify us of your withdrawal. You are responsible for the direct cost of returning the goods. You are only liable for any reduced value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

FAULTS, DEFECTS & DAMAGED ITEMS

What to do if you receive a faulty, damaged or incorrect item

  • Please inspect your order immediately upon receipt. If the item appears defective, damaged, or is not what you ordered, contact us within 7 days of delivery, including your order number and clear photos showing the issue.
  • Keep all original packaging, box, inserts, labels, and protective wrapping.
  • Do not use the brush before contacting us or returning it, as using it voids our ability to assess manufacturing faults accurately.

Assessment & Return Process

  • Once you contact us, we will ask you to send the item back unused and in its original packaging so our team can inspect it.
  • We reserve the right to inspect the returned item to determine whether the problem is due to a manufacturing defect (fault) or due to use, wear, heat, chemical exposure, or improper care.
  • If a manufacturing defect is confirmed, we will offer a replacement of the same product or a full refund (your choice), returned via the original payment method.
  • If the fault cannot be clearly attributed to manufacturing (for example, after use, wear and tear, chemical or heat damage, or bristle loss from misuse or normal wear), or if the item is returned without original packaging or after use, we may be unable to honour the claim, and a remedy may be denied.

WHAT IS NOT COVERED (WHEN FAULT CLAIMS WILL BE VOIDED)

We consider the following to be normal wear, user damage, or a result of use, and not manufacturing faults:

  • Any damage occurring after first use (bending, loosening, or loss of bristles/pins due to pressure, misuse, dropping, heat or chemical exposure).
  • Bristle or pad wear from regular use or styling, including during salon chemical services.
  • Damage or degradation resulting from improper cleaning, soaking, excessive pressure, or failure to follow care instructions.
  • Brushes returned without original box/packaging, or with obvious signs of use.

These are excluded from warranty coverage and do not qualify for a refund or replacement under our policy.

SHIPPING & RETURN COSTS

  • If a manufacturing fault is confirmed, REN HAIRCARE will refund your return shipping costs (upon proof of postage).
  • If the returned item is inspected and no fault is found, or the claim is void (due to signs of use or missing packaging), return costs and inspection costs may be charged to the customer.

The return-cost terms in this section apply to fault and warranty claims. For EU/EEA withdrawals, the cost terms in the Right of Withdrawal section above apply instead.

WARRANTY & CARE DISCLAIMER

  • Our brushes are crafted with professional-grade materials and built for durability. However, normal wear and tear, including occasional bristle loss when used or stressed, is not considered a manufacturing defect.
  • To preserve the longevity and performance of your brush: gently remove hair and product residue after each use; clean with mild soap and lukewarm water (do not soak); avoid pushing or squeezing the pad or bristles; allow to air dry face-down; avoid direct heat or sunlight; and do not apply excessive pressure or force while styling, especially when wet or during salon chemical services.
  • Proper care is required for any warranty or fault claim to remain valid.

CONTACT & PROCESSING

If you believe your brush arrived faulty or was damaged during shipping, please contact us at hello@renhaircare.com within 7 days of delivery, provide your order number and detailed photos, and we will guide you through the return and inspection process.