Refund policy

RETURN & REFUND POLICY

Due to the personal and hygienic nature of our hair and scalp oils, Renora does not accept returns or offer refunds once an order has been placed and processed.

We only offer replacements for products that arrive damaged, subject to the conditions outlined below.

DISCLAIMER

· Hygiene Protection: Our oils are applied directly to the scalp and hair, making them personal-use products. Once opened or handled, we cannot guarantee sterility or safety for another user. This policy safeguards the health of our community.

Purity & Safety: We use preservative-free, botanical ingredients that are sensitive to contamination. Accepting returns could compromise their efficacy and freshness.
Small-Batch Craftsmanship: Each bottle is blended in limited quantities using heritage recipes and hand-selected ingredients. Your purchase supports this mindful process.
Transparency & Trust: We offer clear descriptions, usage guidance, and ingredient insights to help you choose confidently
Personal lifestyle: Results depend not only on hair care, but also on one’s medical history, lifestyle, stress levels, diet, and environment.
Consistency as key: The formula is very concentrated with natural ingredients. Using natural products requires an adjustment period. It takes time to adjust and adapt to this product, which requires patience and commitment. On average it will take 3 to 6 months to begin seeing any results.
Delivery Charges: Delivery charges are non-refundable once delivery has been attempted or if the parcel has not been collected. If a parcel is returned to us due to the customer’s failure to collect or accept the delivery, we are unable to refund any associated delivery fees.

ORDER CANCELLATION

Order cancellation must be reported within 1 hour of placing the order (unless it has been shipped). Your order number must be in the body of your e-mail request in order for us to successfully process the cancellation.

DAMAGED PRODUCT

If your product(s) arrive damaged, please e-mail us with images of the damaged goods and one of our team members will get back to you as soon as possible. Product images must be submitted by e-mail in order for us to re-send the package. Damaged product(s) must be reported within 3 days of receiving the products (no exceptions). Products that are damaged after use are not eligible for refunds, replacement or exchanges.

Renora is not responsible for any damage to the products caused by freight forwarder companies such as Aramex, myUS.com or others. A customer must discuss with the freight forwarder company that our products are packaged in glass containers and must be re-packaged as they were shipped from our facility if they are taken out of the box for inspection.

If your item arrives damaged, please email us at rosy@renora.life within 3 calendar days of delivery. Be sure to include:

Your order number
Clear photos of the damaged product and packaging

This helps us assess the issue and expedite a replacement.
Note: We cannot process replacements without photographic documentation.

Not Eligible for Replacement

Damage reported after 3 days of delivery
Products that have been used, opened, or altered
Damage occurring after use or due to improper storage
Damage caused by third party freight or shipping carriers
Unable to process refunds for wrongfully shared shipping address

We truly appreciate your understanding, and we'll always do what you can to assist within our policies. If you have any questions, please do not hesitate to reach out! Please reach out on our contacts form below, NOT on Instagram!

I hope you all have a wonderful day!!! :)