Return Policy

Return and Refund Policy

Last Updated: 01.09.2025

Our Commitment

At Reina Maison, we want you to be completely satisfied with your purchase. This Return and Refund Policy explains your rights and how to return items. This policy complies with UK and EU consumer protection laws and is in addition to, and does not affect, your statutory rights.

Your Legal Rights

UK Customers

Under the Consumer Rights Act 2015 and the Digital Markets, Competition and Consumers Act 2024:

  • You have 30 days from receipt to return faulty goods for a full refund
  • After 30 days, you're entitled to a repair or replacement for faulty goods
  • You have 14 days cooling-off period for online purchases to cancel without reason
  • Faulty goods include items that are not of satisfactory quality, fit for purpose, or as described

EU Customers

Under EU Consumer Rights Directive 2011/83/EU:

  • You have a 14-day cooling-off period to withdraw from online purchases without justification
  • You're entitled to a minimum 2-year guarantee for faulty products
  • In the first year, we must prove goods weren't faulty; after that, you must provide proof
  • You can choose repair, replacement, or refund for faulty goods

Standard Return Windows

Non-Faulty Items (Change of Mind)

  • All Purchases: 14 calendar days from delivery to notify us of cancellation
  • Items must be unused, in original condition with tags and packaging
  • You have 14 days after notifying us to return the items

Faulty or Not-As-Described Items

  • 0-30 days: Full refund (UK) / Repair, replacement or refund (EU)
  • 30 days - 6 months: Repair or replacement first, then refund if unsuccessful
  • 6 months - 2 years: Repair, replacement or refund (burden of proof may shift to customer)
  • After 2 years: EU minimum guarantee ends; UK claims possible up to 6 years

How to Return Items

Step 1: Notify Us

Contact us within the applicable timeframe:

For all purchases, you may use our standard withdrawal form or simply send us a clear statement of your decision to cancel.

Step 2: Return Authorization

We'll provide you with:

  • Return authorization number
  • Return address
  • Instructions for packaging and sending

Step 3: Send Items Back

  • Return items within 14 days of notifying us
  • Use original packaging if possible
  • Include all accessories, manuals, and free gifts
  • Obtain proof of postage (we strongly recommend tracked shipping)
  • Ship to the return address provided

Return Shipping Costs

Faulty, Damaged, or Wrong Items

  • We do not cover all return shipping costs for items that arrive faulty, damaged, or not as described
  • We'll provide instructions on how to proceed with the return

Change of Mind Returns

  • You are responsible for return shipping costs
  • We recommend using a tracked shipping service and obtaining proof of postage
  • Please note: Return shipping costs are non-refundable
  • Original standard delivery charges will be refunded along with the product price

Large Items

For large items that cannot be easily posted, you'll need to arrange and pay for return shipping. We can provide guidance on suitable carriers if needed.

Refund Processing

Timeframe

  • We'll process refunds within 14 days of receiving returned items
  • Or within 14 days of receiving proof of return (whichever is earlier)
  • We may withhold refunds until items are received or proof of return is provided

Refund Method

  • Original payment method (credit/debit card, PayPal, etc.)
  • Store credit (if you prefer)

Deductions

We may reduce refunds if:

  • Items show signs of use beyond reasonable inspection
  • Value has diminished due to unnecessary handling
  • Items are returned without original packaging/accessories

Items Excluded from Returns

The following cannot be returned unless faulty:

  • Perishable goods (food, flowers, etc.)
  • Sealed items unsuitable for return due to health/hygiene (once opened)
  • Sealed audio/video recordings or software (once opened)
  • Personalized or custom-made items
  • Digital downloads (once download has started with your consent)
  • Newspapers, periodicals, or magazines
  • Items purchased from marketplace sellers (check their policies)

Special Categories

Subscription Services

  • Cancel within 14 days for full refund (cooling-off period)
  • After 14 days, cancellation takes effect at next billing cycle
  • Reminder notices sent every 6 months as required by UK law

Digital Content

  • If download/streaming hasn't started: Full refund within 14 days
  • If started with your consent: No refund (you waive cooling-off rights)
  • If faulty: Entitled to repair, replacement, or price reduction

Gift Returns

  • Gift recipients have same return rights as purchasers
  • Refunds go to original payment method unless otherwise requested
  • Gift receipts available upon request

International Returns

From EU to UK / UK to EU

  • Same return rights apply for cross-border purchases
  • You're responsible for return shipping costs (unless item is faulty)
  • You may be responsible for any customs duties or fees on returned items
  • Check customs requirements for your return shipment

Your Data and Privacy

Information collected during returns is processed according to our Privacy Policy and only used for:

  • Processing your return/refund
  • Improving our products and services
  • Legal compliance and fraud prevention

Dispute Resolution

UK Customers

  • Contact Citizens Advice: 0808 223 1133
  • Trading Standards Service
  • Alternative Dispute Resolution (ADR) available

EU Customers

Important Notes

  1. Proof of Purchase: Keep your receipt, order confirmation, or bank statement
  2. Inspection Rights: You may examine items as you would in a shop
  3. Questions: Contact our customer service for any clarification
  4. Legal Rights: This policy doesn't affect your statutory consumer rights

Contact Information

REINA MAISON TEKNOLOJI TICARET LIMITED SIRKETI
GÜMÜŞSUYU MAH. İNÖNÜ CAD. ANKARA PALAS NO: 59 İÇ KAPI NO: 3 BEYOĞLU/ İSTANBUL TURKEY
support@reinamaison.com
Mon-Fri: 09 AM -05PM

Customer Service: support@reinamaison.com

Policy Updates

We may update this policy to reflect changes in law or business practices. Check this page regularly for the latest version