Refund policy

This policy explains returns, refunds, and how we handle damaged/incorrect items for purchases made on chezreneeltd.com.

1. Return Window

United States: You may request a return within 30 days of delivery.
Germany: You may request a return within 14 days of delivery (in accordance with statutory cancellation rights).

2. Return Eligibility

To be eligible for a return (unless the item is defective or we made an error), the item must:

Be unworn, unwashed, and in its original condition (free of makeup, perfume, deodorant stains, or pet hair)
Include all original tags attached, original packaging, and included accessories where applicable
Include proof of purchase (order number or receipt)

3. Non-Returnable Items

Some items are non-returnable for hygiene and final sale reasons, including:

Items clearly marked as Final Sale or Non-Returnable at the time of purchase

If an item is non-returnable, it will be clearly stated on the product page or at checkout.

4. How to Start a Return

Please email us at info@chezreneeltd.com with the following information:

Order number
Item(s) you wish to return
Reason for return
Photos (required if the item is damaged, defective, or incorrect)

Note: Please do not send items back without receiving return instructions and authorization from us first.

5. Return Shipping Costs & Fees

Non-Defective Returns (e.g., change of mind, incorrect size/color ordered)

Customer Responsibility: The customer is responsible for all return shipping costs. We do not provide free return shipping labels for non-defective returns.
Trackable Shipping: We strongly recommend using a trackable and insured shipping service. Chez Renee Ltd is not responsible for packages that are lost or damaged in transit back to us.
Original Shipping Charges: Original shipping fees paid at checkout are non-refundable once the order has shipped.

Damaged / Defective / Incorrect Items (Our Error)

If the issue is confirmed after our review, we will provide a prepaid return shipping label, replacement, or full refund as appropriate.

Refused Delivery / Incorrect Address

If a package is refused or returned to us due to an incomplete or incorrect shipping address provided at checkout, carrier return costs may be deducted from your final refund.

6. Damaged, Defective, or Incorrect Items

If your package arrives damaged, defective, or contains the wrong item:

Contact us within 48 hours of delivery.
Provide clear photos showing the issue and original packaging.
Our support team will promptly review and assist you with a resolution.

7. Refund Processing Time

Once your returned item is received, inspected, and approved, your refund will be processed back to your original payment method.
Approved refunds are processed within 1 to 3 business days.
Depending on your bank or credit card issuer, it may take additional business days for the credit to officially post to your account.

8. Exchanges

If you need a different size, color, or style, please contact us. Exchanges are subject to item availability and standard return eligibility requirements.

9. Cancellations

If you need to cancel your order, please email us at info@chezreneeltd.com as soon as possible.

If your order has not shipped, we will cancel it and process a full refund immediately.
If your order has already shipped, we cannot cancel it in transit, but we can help you process a return once the package arrives.