Last Updated: October 9, 2026
At Ronnos Retail Services, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, our return and refund policy explains how you can request a return, exchange, or refund.
1. Return Eligibility
To be eligible for a return, items should generally meet the following conditions:
- The item is unused, in its original condition, and returned with its original packaging where reasonably possible.
- All accessories, labels, and included components are returned with the item.
- Proof of purchase, such as an order confirmation or receipt, is provided.
- The return request is submitted within our applicable return period.
Some products may be excluded from change-of-mind returns where permitted by law. This may include personalised goods, perishable products, sealed hygiene items that have been unsealed, and other legally exempt products.
These conditions do not affect your statutory rights if an item is faulty, damaged, misdescribed, or otherwise does not meet the requirements of applicable consumer law.
2. Return Period
You may request a return within 30 days of receiving your order, subject to the conditions of this policy and any applicable legal requirements.
For online orders delivered to customers in the UK, you may also have a legal right to cancel eligible purchases within 14 days of receiving the goods, even if you have simply changed your mind. Exceptions apply to certain products and circumstances.
Please contact us before sending any item back so that we can provide the appropriate return instructions.
3. How to Request a Return
To initiate a return, please follow these steps:
- Contact our customer service team using the contact details provided on our website.
- Include your order number, the product you wish to return, and the reason for your request.
- If the item is damaged, faulty, or incorrect, please provide photographs where possible.
- Wait for our team to confirm the next steps and provide return instructions.
- Package the item securely and send it to the return address provided by our team.
Please do not send items to an address that has not been confirmed by our customer service team.
4. Damaged, Faulty, or Incorrect Items
We take care to ensure that orders are processed and dispatched correctly. However, if your order arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible.
Include your order number and a description of the issue, together with photographs if appropriate.
We will review your request and explain the available options, which may include a replacement, repair, refund, or another remedy as required by applicable law.
Your statutory rights relating to faulty or misdescribed goods remain unaffected by this policy.
5. Refunds
Once your returned item has been received and assessed, we will notify you of the outcome of your refund request.
If your refund is approved, it will generally be issued to your original payment method.
Refund processing times may vary depending on your payment provider and financial institution. Where a refund is legally due, we will process it within the applicable legal timeframe.
Any refund will be handled in accordance with applicable consumer protection laws.
6. Return Shipping Costs
Return shipping costs depend on the reason for the return:
- Change of mind: The customer may be responsible for return postage where permitted by law and where this has been communicated appropriately.
- Faulty, damaged, or incorrect items: Ronnos Retail Services will arrange or cover reasonable return costs where required by law.
- Other circumstances: Return shipping arrangements will be confirmed by our customer service team.
Please contact us before returning an item if you are unsure about the applicable shipping arrangements.
7. Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact our customer service team.
Exchanges are subject to product availability and the applicable return conditions. If an exchange is unavailable, we will explain the alternatives.
Nothing in this section limits any rights you may have under applicable consumer law.
8. Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will do our best to stop the order before dispatch, but cancellation cannot always be guaranteed once processing or shipping has begun.
For eligible online purchases, you may also have statutory cancellation rights. We will provide the applicable instructions and process any required refund in accordance with the law.
9. Non-Returnable Items
Certain items may not be eligible for change-of-mind returns where permitted by law. Examples may include:
- Personalised or custom-made products.
- Perishable goods.
- Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.
- Digital content supplied under circumstances where cancellation rights have lawfully been waived.
- Other products excluded from change-of-mind returns by applicable law.
This list is not exhaustive. These exclusions do not remove your legal rights regarding faulty, damaged, or misdescribed products.
10. Late or Missing Refunds
If you have not received an approved refund, please:
- Check your bank account or payment account.
- Contact your card issuer or payment provider, as processing may take additional time.
- Contact our customer service team if the refund still has not appeared.
We will review the refund status and assist you where possible.
11. Consumer Rights
This policy is intended to explain our returns process and does not exclude, restrict, or replace any rights you may have under applicable consumer protection laws.
If you are a consumer in the United Kingdom, you may have additional rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable legislation.
Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.
12. Contact Us
If you have any questions about returns, refunds, exchanges, or order cancellations, please contact us through the contact information provided on our website.
Ronnos Retail Services
Website: ronnosretailservices.shop
Email: info@ronnosretailservices.shop