Returns & Refund Policy

1. Introduction

At RenKet Holdings s.r.o., we are committed to ensuring customer satisfaction and providing a fair and transparent returns process.

This Returns & Refund Policy explains the conditions under which customers may request returns, exchanges, or refunds for products purchased through www.renket.org.

This policy should be read together with our Terms and Conditions and Consumer Protection & Right of Withdrawal Policy.

2. Eligibility for Returns

Customers may request a return where:

• The wrong product was delivered.
• The product arrived damaged.
• The product has a manufacturing defect.
• The return request qualifies under applicable consumer protection rights.

To be eligible for a return, products must generally be:

• Unused.
• Unopened.
• In original condition.
• In original packaging.
• Complete with all labels, accessories, and documentation.

3. Beauty and Personal Care Product Returns

Due to health, safety, and hygiene considerations, certain products may not be returned after opening or use.

This may include:

• Skincare products.
• Cosmetics.
• Beauty products.
• Personal care items.

Opened products cannot normally be accepted for return where returning the product would compromise hygiene standards or prevent resale.

4. Requesting a Return

Customers must contact RenKet Holdings s.r.o. before returning any product.

Return requests should include:

• Customer name.
• Order number.
• Product details.
• Reason for return.
• Supporting information or photographs where applicable.

Return requests can be submitted through:

Email: info@renket.org

or through:

• Website chatbot
• WhatsApp customer support channel

Customers should wait for return instructions before sending products back.

5. Damaged, Defective, or Incorrect Products

If a customer receives a product that is:

• Damaged during delivery.
• Defective.
• Incorrectly supplied.
• Missing from the order.

The customer should notify RenKet Holdings s.r.o. promptly after delivery.

We may request:

• Photos of the product.
• Photos of packaging.
• Order information.
• Additional details needed for investigation.

After review, we may offer:

• Replacement of the product.
• Refund.
• Alternative resolution.

6. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Customer-Initiated Returns

Where a customer changes their mind or exercises a voluntary return right:

• The customer is responsible for return shipping costs unless otherwise required by law.

Faulty or Incorrect Orders

Where RenKet Holdings s.r.o. is responsible for an error or defective product:

• We will review the case and provide an appropriate solution.
• Return shipping arrangements may be provided where applicable.

7. International Returns

For customers outside the Czech Republic, international returns may involve:

• Additional shipping costs.
• Customs procedures.
• Import documentation.

Customers returning products internationally are responsible for ensuring that the shipment complies with applicable customs requirements.

RenKet Holdings s.r.o. is not responsible for delays, customs charges, or losses caused by incorrect return documentation.

8. Refund Process

Once returned products are received and inspected, RenKet Holdings s.r.o. will notify the customer regarding the outcome.

Approved refunds will be processed using the original payment method where possible.

Available refund methods may include:

• Refund to Mastercard payment method.
• Refund through Apple Pay.
• Refund through Revolut Pay.
• Bank transfer refund.

9. Refund Amount

Where a refund is approved, it may include:

• Product purchase price.
• Standard delivery costs where required by applicable consumer protection laws.

Refunds may exclude:

• Express delivery upgrades.
• Additional services requested by the customer.
• Return shipping costs where applicable.

10. Refund Timing

Refunds will be processed within the timeframe required by applicable law after:

• Returned goods have been received and inspected; or
• Valid proof of return shipment has been provided.

The actual time for funds to appear may depend on the customer’s bank or payment provider.

11. Exchanges

RenKet Holdings s.r.o. may offer product exchanges depending on:

• Product availability.
• Reason for exchange.
• Customer circumstances.

Exchange requests should be submitted through customer support.

12. Non-Returnable Items

Returns may not be accepted for:

• Opened cosmetics or beauty products.
• Used personal care products.
• Products damaged by customer misuse.
• Products without original packaging where resale is affected.
• Products excluded by applicable consumer protection laws.

13. Product Inspection

All returned products may be inspected before approval of:

• Refunds.
• Replacements.
• Exchanges.

Inspection helps ensure fairness and protects customers and RenKet Holdings s.r.o. against misuse of the returns process.

14. Fraud Prevention

RenKet Holdings s.r.o. reserves the right to refuse returns or refunds where there is evidence of:

• Fraudulent activity.
• Repeated abuse of return procedures.
• False claims.
• Product substitution or tampering.

All legitimate customer claims will be handled fairly.

15. Customer Support

For returns, refunds, and assistance:

RenKet Holdings s.r.o.
Primátorská 296/38
Libeň
180 00 Prague 8
Czech Republic

Email: info@renket.org

Support channels:

• Website chatbot
• WhatsApp communication channel