Refund policy
Last updated: 11 July 2026
This Shipping & Returns Policy applies to orders placed through the re:gn website.
Shipping
Order processing
We aim to process and dispatch orders as quickly as possible. Most orders are dispatched within 1 to 2 business days, excluding weekends and public holidays.
Orders placed during busy periods, promotional events or around bank holidays may take slightly longer to process.
Delivery estimates begin once your order has been dispatched.
UK Mainland delivery
The following delivery options are available for most UK Mainland orders:
Royal Mail Tracked 48
Estimated delivery time: 3 to 5 business days.
- Orders below £40: £3.99
- Orders of £40 or more: Free
Royal Mail Tracked 24
Estimated delivery time: 1 to 2 business days.
- Orders below £40: £4.49
- Orders of £40 or more: £1.99
DPD
Estimated delivery time: 1 to 2 business days.
- Delivery charge: £4.99
The delivery options available for your order will be shown at checkout. Availability may vary depending on the products ordered, parcel size, weight and delivery address.
Northern Ireland and British Forces delivery
The following delivery options are available for most orders being delivered to Northern Ireland and British Forces postal regions:
Royal Mail Tracked 48
Estimated delivery time: 3 to 5 business days.
- Orders below £40: £3.99
- Orders of £40 or more: Free
Royal Mail Tracked 24
Estimated delivery time: 1 to 2 business days.
- Delivery charge: £4.99
The delivery options available for your address will be confirmed at checkout.
Free delivery
Free Royal Mail Tracked 48 delivery is available on qualifying orders of £40 or more.
The free-delivery threshold is calculated using the value of the order after any discounts, promotional codes or account credit have been applied.
Faster delivery services may still be available for an additional charge.
Delivery times
All delivery times are estimates and cannot be guaranteed.
Delivery may take longer during busy periods, bank holidays, adverse weather, strikes, courier disruption or circumstances outside our reasonable control.
A delay does not automatically mean that an order has been lost. Where a parcel is delayed, we may need to allow the courier’s investigation period to pass before a replacement or refund can be considered.
Couriers
We use Royal Mail, DPD and other suitable delivery partners where necessary.
The courier used may depend on the delivery service selected, delivery address, parcel size, weight and the products included in the order.
Tracking
Where tracking is available, tracking information will be provided after your order has been dispatched.
Tracking information may take a short time to become active after the parcel has been handed to the courier.
Some delivery services may provide delivery confirmation rather than continuous step-by-step tracking.
Orders arriving in separate parcels
Some orders may be dispatched in more than one parcel, particularly where multiple products have been ordered.
Separate parcels may arrive on different days and may each have their own tracking details.
Receiving one parcel does not necessarily mean that the entire order has been delivered.
Delivery addresses
Please check that your delivery address is complete and correct before submitting your order.
We are not responsible for delays or failed deliveries caused by incorrect or incomplete address information supplied by the customer.
Where a parcel is returned to us because of an incorrect address, failed delivery or non-collection, we may require payment of a further delivery charge before resending it.
Any refund issued for a returned parcel may be reduced by delivery or return costs where legally permitted.
Delivery instructions and safe places
Any safe-place or delivery instructions provided to a courier are followed at the customer’s own risk.
We cannot guarantee that a courier will be able to follow particular delivery instructions.
Where tracking confirms that a parcel has been delivered to the address provided, a nominated safe place or an authorised neighbour, we may ask the courier to investigate before considering a replacement or refund.
Missing or delayed orders
If your order has not arrived within the estimated delivery period, please check your tracking information and any safe places around the property before contacting us.
You should also check whether the parcel has been left with a neighbour or taken to a local delivery office or collection point.
If the parcel still cannot be located, please complete the Contact Us form on our website with your order number and delivery details so we can investigate.
Change-of-mind returns
We want you to be happy with your order. In addition to your statutory rights, we allow eligible items to be returned within 30 days of the day you receive them.
To request a return, please complete the Contact Us form on our website within the 30-day return period. Please include:
- Your order number
- The item or items you wish to return
- The reason for the return
Please do not send anything back until your return request has been confirmed and return instructions have been provided.
Return condition
Unless the item is faulty, damaged or incorrect, returned products must be:
- Unused
- Complete
- In their original packaging
- In a clean and resaleable condition
- Returned with any tags, seals, labels, accessories, instructions and packaging supplied
You may examine an item as you would reasonably be able to in a shop. However, we may reduce the refund where handling beyond what is reasonably necessary has reduced the item’s value.
For returns made under our extended 30-day change-of-mind policy, additional conditions may apply after the statutory cancellation period has ended.
Return postage
Customers are normally responsible for return postage costs when returning an unwanted item or changing their mind.
We recommend using a tracked and adequately insured service. The item remains your responsibility until it has been received by us.
We cannot accept responsibility for change-of-mind returns that are lost or damaged during return transit.
Do not send returns to an address shown on product packaging, shipping labels or invoices unless we have specifically confirmed that address for your return.
Original delivery charges
Where you exercise your statutory right to cancel an entire online order within the applicable cancellation period, we will refund the cost of our least expensive standard delivery service where required by law.
Any additional amount paid for an upgraded, express or premium delivery service will not normally be refunded beyond the cost of standard delivery.
Where only part of an order is returned, or where a return is made under our extended voluntary returns policy rather than a statutory cancellation right, the original delivery charge may not be refunded unless required by law.
Items that cannot be returned for a change of mind
Some products are excluded from change-of-mind returns. These may include:
- Bespoke, personalised or custom-made products
- Perishable products or products that may deteriorate or expire quickly
- Sealed hygiene-sensitive products where the seal or packaging has been opened
- Personal-care products that have been opened or used
- Products that have been mixed with other items after delivery
- Products returned incomplete
- Products damaged after delivery
- Products that are no longer in a resaleable condition because of unnecessary handling
- Digital products or services where performance has begun with the customer’s agreement, where applicable
An exclusion from change-of-mind returns does not remove your statutory rights where an item is faulty, damaged, misdescribed or incorrectly supplied.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or incorrect, please complete the Contact Us form as soon as reasonably possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs or video showing the issue, where appropriate
- Photographs of the packaging and shipping label where an item arrived damaged or incorrect
Please do not return the item until we have reviewed the issue and provided instructions.
Where an item is confirmed to be faulty, damaged on arrival, misdescribed or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include:
- A replacement
- A repair
- A full or partial refund
- A return label
- Collection of the item
- Reimbursement of reasonable return postage agreed with us in advance
Where we require the return of a confirmed faulty, damaged or incorrectly supplied product, we will ensure that the customer is not left responsible for reasonable return costs.
Nothing in this policy limits the rights customers have when goods are faulty, not of satisfactory quality, unfit for purpose or not as described.
Damage reported after delivery
Please inspect your order as soon as reasonably possible after receiving it.
Where damage is reported, we may ask for photographs of:
- The item
- The damage
- The internal packaging
- The external parcel
- The courier label
This information helps us determine whether the damage occurred before or during delivery and may be needed for a courier claim.
Failing to report damage immediately does not automatically remove your statutory rights, but reporting the issue promptly may help us investigate and resolve it more quickly.
Returns inspection
All returned products are inspected after they arrive.
A refund, replacement or other resolution will be processed once the return has been received and assessed, unless we have agreed that a return is unnecessary.
Where a non-faulty returned item has been used, damaged, returned incomplete or handled beyond what is reasonably necessary, we may reduce the refund to reflect the reduction in its value where legally permitted.
We may refuse a return made solely under our voluntary extended returns policy where the item does not meet the conditions of that policy. This does not affect any statutory rights that may apply.
Refunds
Once an eligible return has been approved, the refund will normally be issued to the original payment method.
We aim to process approved refunds promptly and no later than the period required by applicable law.
After a refund has been issued, it may take several business days to appear in your account. This processing time is controlled by your bank, card issuer or payment provider.
We are not able to refund a different payment method unless agreed or legally required.
Exchanges
We do not guarantee that direct exchanges will be available.
Where an exchange is requested, we may ask you to return the original item for a refund and place a new order for the replacement product.
Any price difference or delivery charge applying to the new order will be shown before the order is completed.
Promotional gifts and bundle offers
Where an order included a free gift, multibuy discount, bundle saving or other promotion, all relevant products may need to be returned for a full refund.
Where only part of a promotional order is returned, we may recalculate the price of the products kept and deduct the value of any discount or free gift that the customer is no longer eligible to receive.
How to package a return
Please package returned products securely to prevent damage during transit.
Where possible, use the original protective packaging. Do not attach courier labels directly to retail packaging where doing so would damage the product packaging or affect its resale value.
You are responsible for taking reasonable care of the goods while they are in your possession and, for change-of-mind returns, while they are being returned to us.
Unauthorised returns
Please obtain return approval before sending anything back.
Returns sent without approval or to an incorrect address may be delayed, refused or returned to the sender.
We cannot guarantee that an unauthorised return sent to a warehouse, registered office, supplier or courier address will reach the correct returns location.
Contact us
To request a return, report a delivery problem or ask a question about your order, please complete the Contact Us form on our website.