Returns Policy

At ASRAN LONDON, we are committed to providing a smooth and hassle-free returns process. To enhance customer satisfaction, we’ve updated our policy to offer store credit for certain returns and refunds, along with the addition of prepaid return labels for eligible returns. This makes the return process more convenient for you!

30-Day Return Policy

You have 30 days from the date you receive your order to request a return. To be eligible for a 100% return and store credit, your product must meet the following criteria:

Product Condition: The product must be in the same condition as when you received it (including tags and original packaging). It must not have been used, washed, damaged, or altered.
Deadline: Return requests must be made within 30 days of receiving your product.
Proof of Purchase: Keep and provide a copy of your proof of purchase or order number.
Photos & Reason: Include a clear reason and photos showing the product is in new and unused condition.
Hygiene Products: For hygiene reasons, underwear, beauty products, and cosmetics cannot be returned.

Return Conditions

Communication: Contact us first via info@asranlondon.com or use the contact form to obtain approval for your return. (Company address is not return address, any returns sent at the company address will not be considered!)
Refund via Store Credit: For returns, we typically issue store credit equal to the purchase value of the returned product. This credit can be used for future purchases at Renev Sydney.
Prepaid Return Labels: We provide prepaid return labels for eligible returns only, such as defective or incorrect items, or returns for store credit. The prepaid label will be sent to your email after your return is approved.
Return Costs: If the return is not covered by a prepaid return label, you are responsible for the return shipping costs.
Track & Trace: All returns must include a Track & Trace code for verification. Without it, we cannot track your shipment, and your return will not be eligible for store credit.
Return Without Prior Approval: Returns sent without prior approval will not be accepted, and you will forfeit your right to store credit or a refund.

Injuries and Issues

In the event of a damaged, defective, or incorrect item:

Damaged/Defective Items: If your product is damaged, defective, or incorrect upon receipt, please contact us immediately with clear photos showing the issue.
Resolution: In cases of defective or incorrect delivery, we will automatically send a replacement item FREE of charge, but we cannot offer a cash refund for these situations.
Store Credit Option: If you'd prefer to return the defective product instead of receiving a replacement, we will issue store credit for the full purchase price.
If the product is defective a second time, you can choose to receive store credit for the full purchase value or request a return.

Size Problem

If you receive the wrong size:

Product Exchange: If you prefer an exchange, please contact customer service at info@asranlondon.com.

Refund and Restitution

Once we’ve received and inspected your return, if your request is approved, we will issue store credit to your account within 3-5 business days. Please note that processing times for store credit might vary depending on your bank or card issuer.

Important: If you have not received your store credit within 10 business days of approval, please contact us at info@asranlondon.com

As stated in our Shipping Policy, Renev Sydney works with various Manufacturers located in China, which helps us provide you with the best prices.

Why Store Credit?

At Renev Sydney, we offer store credit instead of a monetary refund to encourage our customers to continue enjoying our range of products. This also helps us offer the best prices and ensure efficient service. We hope this system will make future shopping with us more convenient!

Prepaid Return Labels - Important Notes

Eligibility for Prepaid Return Labels: Prepaid return labels are available for damaged, defective, or incorrectly delivered products and for returns that are issued store credit.
How to Get Your Prepaid Label: Contact us at support@renevsydney.store regarding your return request. Once your return request is approved, we will send the prepaid return label directly to your email.
Track & Trace: Prepaid return labels will be sent with tracking information for easy tracking of your return.