Refund policy
Returns and right to cancel
30-day returns
We offer a 30-day return period. This means you have 30 days to request a return, starting from the day you receive your order.
For a return to be accepted, the item must be:
- in the same condition as when it was delivered
- unused
- in its original packaging
Rinsu is a personal hygiene product. For health protection and hygiene reasons, an item that has been used or whose hygiene seal has been broken cannot be returned, unless it is damaged, faulty or incorrectly delivered.
Please keep your receipt or order confirmation, as we may ask to see it.
Your 14-day right to cancel
As a consumer, you also have a statutory right to cancel your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel within 14 days of the day you receive the item, without giving any reason. To cancel, simply let us know by email before the 14 days are up.
When you use your right to cancel, the same conditions apply as for returns:
- the item must be in new condition
- the item must be in its original packaging
Under regulation 28(1)(b) of these Regulations, the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
Your right to cancel applies in addition to our 30-day return period and does not limit it.
How to request a return
To request a return, please contact us by email first:
We will register your return and send you further instructions.
Returns sent without contacting us first cannot be accepted.
Return address
Once your return has been approved, please send the item to:
Return costs
When you use your right to cancel, you pay the cost of returning the item.
If the item is damaged, faulty or incorrectly delivered, we pay the return costs.
Damaged or faulty items
Please always check your order when you receive it.
If the item is damaged, faulty or incorrectly delivered, please contact us straight away at:
We will help you as quickly as possible. This does not affect your statutory rights under the Consumer Rights Act 2015.
Refunds
Once we have received and checked your return, we will let you know whether your refund has been approved.
The amount will be refunded to your original payment method no later than 14 days after we receive your return.
Please note that it may take a few extra working days for the amount to appear in your account, depending on your bank or card issuer.
See also our delivery policy, terms and conditions and contact information.