Need to return an item you no longer want?
We understand that sometimes a purchase doesn’t meet your expectations, and you’d like a refund. Don’t worry, we’re here to help.
You can return items, provided they are in their original condition, subject to the guidelines below, which include provisions about fair usage. Please be aware that these rules don’t affect your legal rights.
Please be advised that there may be a returns charge, which will be deducted from the refund amount.
Timeframe: You have a 14-day window from the time your order is delivered or made available for collection to initiate a return.
For all returns, our goal is to process your refund within 14 days of receiving the returned item.
In the event that you’re unable to return an item within the specified timeframe, please contact us. However, please understand that we may not be able to accept it at that point, and any refunds may be provided in the form of a gift voucher.
What happens after the return window?
Please note that we cannot accept returns for unwanted items beyond the applicable returns period mentioned above. If you attempt to make a return beyond this timeframe, we might have to return the item to your default delivery address and request that you cover the delivery costs.
Maintaining Original Condition
We prioritize hygiene and the safety of our customers, so items cannot be returned for a refund if they have been opened, used, or if the protective seal is broken.
If an item is returned to us in a damaged or unsuitable condition, we won’t be able to issue a refund, and we may need to return it to you, with you covering the delivery costs. All items are thoroughly inspected upon return. To qualify for a full refund, items must be returned to us unused and in the same condition as when you received them, including the original packaging with all tags and labels attached.
Once you’ve returned an item, it remains your responsibility until it reaches us. It’s essential to ensure that the items are properly packed to prevent any damage during transit.
Since the parcel remains your responsibility until it reaches our facility, it’s a good idea to obtain proof of postage. This will be useful if you need to contact us regarding your return.
Please be aware that we cannot accept responsibility for items that are returned to us unintentionally (mistakes can happen). If we manage to identify these items (although it’s not always feasible), and you wish to have them returned to you, we may request that you cover the delivery costs.
If we observe an unusual pattern of return activity that appears questionable, such as excessive ordering and returning that exceeds the typical behavior of even our most loyal RSL customers, or if the returned items don’t match your original order, we may need to deactivate your account and any associated accounts. If this occurs and you believe there’s been a mistake, please reach out to Customer Care, and we’ll be happy to discuss the situation with you.
If your account has been deactivated and you have a legitimate return to make, please refer to the account closure email we sent you. It will contain instructions on how to proceed with a valid return. In such cases, you will be responsible for the return shipping costs. Any accepted returns will be processed in the usual manner once they reach our warehouse.
Please take note that we retain the right to take legal action if the items you return do not match what you originally ordered.
Regrettably, we do not facilitate item exchanges. If you desire a different size, kindly return the item you no longer want and proceed to place a new order for the preferred size.
Returning a faulty or incorrect item:
We sincerely apologize if you’ve received a faulty item. To address this issue promptly:
- Return the item to us as soon as possible so that we can resolve the matter for you.
- When prompted for the reason for your return, please make sure to specify “Faulty.”
- If you encounter any difficulties initiating the return, please do not hesitate to reach out to our Customer Care team, and we will gladly assist you.
Please keep in mind that all returned items undergo inspection. Items showing signs of wear and tear rather than a genuine fault may not be eligible for a refund.
Please be aware that we are unable to dispatch replacement items for faulty ones.
Remember that regardless of the shipment’s origin, you can follow our standard returns procedure.