Return & Refund Policy

Return & Refund Policy

We want you to love your RENZLO handbag. If something isn’t perfect, this policy explains eligibility, timelines, and how to request returns, exchanges, or warranty support.

Return Window & Eligibility

  • Return window: 30 days from delivery date.
  • Items must be unused, in original condition, and include all tags, dust bag, authenticity card, and branded packaging.
  • For hygiene and quality assurance, items showing wear (scratches, creases from use, stains, perfume/cigarette odor) or missing components may be declined.
  • Non-returnable: Final-sale items, gift cards, personalized/monogrammed items, and any promotional freebies.

How to Start a Return/Exchange

  1. Email returns@renzlo.com within the return window with your order number and reason.
  2. We will issue an RMA (Return Merchandise Authorization) number and instructions.
  3. Pack the item securely with original components. Write the RMA on the outer box.
  4. Ship using a trackable service and share the tracking number.

Important: Until scanned as delivered to our returns center, the parcel remains your responsibility. Please insure valuable returns.

Return Shipping Costs

  • Change of mind/fit: Customer pays return shipping.
  • Defective, damaged, or wrong item: We will provide a prepaid label or reimburse reasonable return shipping.

Inspection & Refunds

  • Once received, inspections typically take 2–5 business days.
  • Approved refunds are issued to the original payment method within 3–10 business days (bank processing times vary).
  • Where allowed, returns with missing components or signs of handling may incur up to a 10% restocking fee.
  • Shipping fees and duties are non-refundable unless the return is due to our error or a confirmed defect.

Exchanges

If you’d like a different color/model, the fastest method is to place a new order and return the original for a refund. Direct exchanges are subject to stock availability.

Order Cancellation

We can attempt cancellations within 12 hours of purchase if fulfillment has not started. Once shipped, please follow the return process.

Warranty — 12 Months Craftsmanship

  • RENZLO handbags are covered for 12 months against workmanship defects (e.g., hardware malfunction, stitching failure).
  • Excludes normal wear and tear, accidental damage, misuse, or exposure to moisture/chemicals/heat.
  • Remedies include repair, replacement, or refund at our discretion.

EU/UK Right of Withdrawal

If you are in the EEA/UK, you may have a legal right to withdraw from your online purchase within 14 days without giving any reason. To exercise, notify us within 14 days from delivery and return the goods within 14 days after that. We will refund the product price and the cheapest standard delivery cost offered (where applicable), less any diminished value due to handling beyond what is necessary to establish the nature/characteristics of the goods.

Chargebacks & Disputes

If there is an issue, please contact us first. We can usually resolve faster than bank disputes. Submitting duplicate claims may delay resolution.