Refund policy
Returns & Refunds
Each piece from Renaras is unrepeatable. We work only with vintage ceremonial silk, and every object passes through our atelier in Amsterdam before it travels to you. The care that goes into selection, transformation, and packaging is intended to make returns rare. When they are necessary, the process below applies.
Return window
You may return any piece within 14 days of delivery. The 14-day window begins on the date the parcel is recorded as delivered to your address.
Return shipping — within the European Union
For acquisitions delivered to addresses within the EU, our atelier provides a pre-paid return shipping label. To request one, write to us at contact@renaras.com with your order number and a brief note. We will send the label by email within two working days.
Return shipping — outside the European Union
For acquisitions delivered to addresses outside the EU — including the United Kingdom, Switzerland, Norway, the United States, Canada, the United Arab Emirates, and all other non-EU destinations — the customer arranges and pays for return shipping. We recommend a tracked, insured courier service. Returns are sent at the customer's risk until they reach our atelier; we cannot accept responsibility for parcels lost or damaged in transit.
Customs duties and import taxes paid on the original delivery are not refunded by Renaras. These may, in some jurisdictions, be reclaimed directly from the customs authority.
Return address
Renaras / GvP BV
Overschiestraat 184
1062 XK Amsterdam
The Netherlands
Please include the original order number inside the parcel.
Condition of returned pieces
To be eligible for refund, returned pieces must arrive:
- Unworn, unused, and unwashed
- In their original Renaras packaging, including dust bags and presentation boxes where supplied
- With original documentation (provenance card, care instructions)
- With any security or hygiene seals intact, where applicable
Pieces that arrive showing signs of use, damage, scent (perfume, smoke), or alteration cannot be accepted. In such cases we will contact you, and the piece will be returned to you at your cost.
Inspection and refund
On arrival at the atelier, each returned piece is inspected. Refunds are issued to the original method of payment within 14 days of receipt of the returned goods at our atelier, provided the condition requirements above are met.
Where a piece arrives in saleable condition, the refund is for the full purchase price. Where a piece shows depreciation beyond reasonable inspection — handling marks, light wear, packaging damage caused by the customer — we reserve the right to deduct a corresponding amount from the refund. We will write to you before applying any deduction.
Original outbound shipping charges are non-refundable except in cases of our error (wrong piece sent, defect on arrival).
Defective or incorrect pieces
If a piece arrives damaged, defective, or differs from what was ordered, please write to hello@renaras.com within 7 days of delivery, with photographs. In these cases Renaras covers all return shipping costs regardless of destination, and a full refund or replacement is offered.
Final pieces, commissions, and bespoke work
Pieces marked "Final piece" at the point of acquisition, and any work commissioned to specification, are not eligible for return except in cases of defect.
Statutory rights
Nothing in this policy limits the statutory rights of consumers under applicable law, including the right of withdrawal under EU consumer protection legislation. EU consumers retain the right to cancel an order within 14 days of receipt under the EU Consumer Rights Directive; this right runs in parallel with the 14-day Renaras window above. To exercise either, write to hello@renaras.com.
Contact
For any question concerning a return, write to contact@renaras.com. We respond within two working days.