Refund policy

At Reuzel, we want to make the return process as simple as possible for you. Please read the following policy carefully to understand your rights and obligations when returning a product.

Return authorisation

You can return most new, unopened items within 14 days of delivery for a full refund.

We will cover the return shipping costs if the return is due to an error on our part (e.g. Wrong or defective item).

Return labels are issued exclusively by our customer service via email and must be requested by the customer. Go to your Account and search for the order from which you want to return an item. Then click the option below your order to request the return and indicate the reason for the return. Our customer service will respond to your return request as soon as possible. If you have any questions, we will of course contact you.

Timetable for refunds

Once the return label has been issued and the goods have been received and checked by us, we will endeavour to complete the refund within 14 days.

This period includes:

• The shipping time of the return (usually 5 working days)
• The internal processing by our team (5 working days)
• The processing time of your bank (4 working days)

Return conditions

To be eligible for a refund, returned items must:

• Be unused
• Be in the original, undamaged packaging
• Be sealed (if applicable)

Products that do not comply with these conditions may not be refundable.

Who bears the return shipping costs?

• If Reuzel made a mistake (e.g. Wrong item, production error, transport damage), we will cover the full return shipping costs and refund the full amount.
• If the customer ordered a wrong item or changed his mind, and the item is unopened and in its original condition, a £9,95 return shipping fee will be deducted from the refund amount.

Goods excluded from cancellation
Currently we do not offer goods that are excluded from the right of cancellation.