We want you to be completely happy with your new purchase. However, if for any reason you are not completely satisfied with any items you may return them to us within 30 days of receiving your order unworn and unused, together with the original packaging.

Please note that currently we do not cover the shipping costs for returns. You are responsible for your own return process and any fees that might incur during the process.

To start your return please email us at hello@render-pause.com

*You must return any gifts with purchases(where customer got free gifts for orders that exceeded a certain monetary amount) that you received as a part of your order. Failure to return gifts with purchases may result in deduction of its value from final return value.

*Goods remain the responsibility of the customer until we receive them back. We cannot accept any responsibility for loss of items in the post, so please keep your proof of postage safe, just in case.

When will I be refunded?

Please allow up to 7 working days after the refund has been processed for the refund to be credited to your account. This is down to your bank or card issuer and is out of our control. Refunds will be credited to you via the original method of payment or store credit.

Missing or wrong items

We sincerely apologise if the items received are not the items that was originally placed by you. On the rare occasion that this may happen, we ask you to please contact us as soon as possible at hello@render-pause.com

In some cases, we may ask for you to return the item back to us through our returns process found here.

Please note that if you are missing/received the wrong items, you must claim for this within 30 days of the order being dispatched.

 

Faulty items

1. Faulty Item Identification: In the unlikely event that you receive a faulty item, we sincerely apologise for any inconvenience caused. A faulty item refers to a product that is damaged, defective, or significantly differs from the description provided on our website.

2. Refund or Replacement Options: a) Refund: We offer a full refund for faulty items. Upon verification of the fault, we will refund the full purchase amount, including any applicable shipping charges, to the original payment method used during the purchase. b) Replacement: Alternatively, we can send you a replacement for the faulty item, subject to availability. If the exact item is out of stock, we will offer a similar alternative or issue a refund.

3. Reporting a Faulty Item: To initiate the refund or replacement process for a faulty item, please follow these steps: a) Contact our customer support team by sending an email to hello@render-pause.com within 7 working days of receiving your order. b) In your email, include the following information:

   • Order number
   • Detailed description of the fault or issue
   • Clear and relevant photographs of the faulty item (if applicable)

4. Verification and Return Process: a) Our customer support team will review your email and assess the provided information. b) If necessary, we may request additional details or evidence to validate the fault. c) Once the fault is confirmed, we will provide you with instructions on returning the faulty item. You are responsible for packaging the item securely to prevent further damage during transit. d) Please ensure that the faulty item is returned to us within 14 days of receiving the return instructions. Failure to do so may result in the rejection of your refund or replacement request.

5. Return Shipping Costs: a) If we request the return of the faulty item, we will provide you with a prepaid shipping label or reimburse the return shipping costs upon receipt of a valid proof of payment. b) We recommend using a trackable shipping service to return the item, as we cannot be held responsible for any lost or undelivered returns.

6. Refund or Replacement Processing: a) Upon receiving the returned faulty item, we will inspect it to confirm the reported fault. b) If the fault is verified, we will proceed with either the refund or replacement, as per your preference. c) Refunds will be processed within [X] business days and will be credited back to the original payment method. d) Replacements will be shipped promptly, and you will receive a confirmation email with the tracking details.

7. Exclusions: This policy does not cover faults or damages resulting from misuse, neglect, accidental damage, wear and tear, improper care, or unauthorized alteration of the item.

8. Modification or Termination: We reserve the right to modify or terminate this policy at any time without prior notice. However, any modifications will not affect the terms and conditions of faulty item claims initiated before the policy change.

 

Refund amount

You will receive your refund in full (excluding shipping charges) once the returned items have been inspected and confirmed to be in their original condition. In the case of faulty items being returned, the full amount including shipping charges will be refunded once the items have been received by Render Pause and confirmed to be faulty.