📦 free delivery on orders £40+

Refund policy

Refund Policy

As a British brand, we take pride in our customer service — your satisfaction is our number one priority. If you are not 100% satisfied with your product, please let us know. We’re always keen to speak with our customers, and if there’s an improvement we can make to our products, we’d love to hear about it.

Change of Mind (Cooling-Off Period)

For any of our products purchased online, you have the right to change your mind within 14 days of receiving your order and request a refund. You must notify us within this 14-day period, and then return the goods within a further 14 days.

This does not apply if the products:

  • Were sealed for health protection or hygiene purposes and have been unsealed, or
  • Are classed as non-returnable hygienic items (see below).

When returning products due to a change of mind, you are responsible for return shipping costs and ensuring the items are returned undamaged and in a resaleable condition.

All returns must be:

  • Unused
  • In their original packaging
  • Accompanied by your order number and reason for return
  • Sent using a tracked shipping method

If you purchased a multi-pack and only one item is faulty, we may offer a partial refund instead of requiring the full pack to be returned, at our discretion.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following products once opened:

  • Period care
  • Oral care
  • Soaps
  • Unsealed Laundry sheets (re:gn)
  • Shaving items
  • Any hygiene-related items where the packaging is not sealed, including those supplied without seals due to eco-friendly packaging

These restrictions do not affect your right to a refund if the item is faulty.

Marketplace Items

Marketplace items are products sold by third-party vendors through our website. These items are not fulfilled or shipped by us directly.

  • Initiating a return: If you wish to return a Marketplace item, please contact us first. We will liaise with the vendor and provide you with the correct return address and instructions. Marketplace items should not be returned to us unless we specifically instruct you to do so.
  • Return postage: Unless the item is faulty, damaged, or incorrect, you may be responsible for return shipping costs when sending the item back to the vendor.
  • Processing: Refunds for Marketplace items will only be issued once the vendor has received and approved the return.
  • Vendor policies: Marketplace returns are subject to the vendor’s own return terms, which may differ slightly from ours (for example, timeframes or exceptions). We will make these clear to you when you contact us.
  • Our role: We remain your main point of contact and will help coordinate your return, but the vendor is ultimately responsible for fulfilling it.

Damages and Issues

Please inspect your order upon arrival and contact us within 7 days if the item is defective, damaged, or incorrect. We will evaluate the issue promptly and make it right.

For Marketplace items, we will work with the vendor on your behalf to resolve the issue.

Missing Parcels

We cannot investigate missing parcels until 14 working days have passed from the date of dispatch. Claims must be made no later than 28 calendar days after dispatch.

Claims made outside of this window may not be eligible for a refund or replacement.

Refund Timeframe

We will process your refund as soon as possible and, in any case:

  • Within 14 days of receiving your returned items, or
  • Within 14 days of receiving evidence that the items have been returned, or
  • Within 14 days of you informing us of your cancellation if no goods were supplied.

Refunds will be issued to your original payment method. Please allow time for your bank or credit card provider to process the transaction.

Our Guarantee

We want you to be happy with your order. That’s why we offer a no-fuss guarantee on:

  • Items that arrive damaged
  • Items that don’t arrive (reported between working day 14–28 after dispatch)
  • Sealed, unused items you no longer want

Prefer store credit? Choose our Sustainability Credit Option at checkout to help cut down on waste and emissions.

re:gn 64 Pack Laundry Sheets Money-Back Guarantee

We stand by our laundry sheets. If you’re not happy, we’ll sort it.

This guarantee applies to:

  • Damaged packs on arrival
  • Lost deliveries (reported between working day 14–28 after dispatch)
  • Unopened packs that are still sealed

Return postage is to be paid by the customer unless the item arrived damaged.
You can also choose our Sustainability Credit Option to receive store credit instead of a refund — helping us reduce returns and cut down on waste.

Exceptions / Non-Returnable Items

We cannot accept returns on:

  • Sale items (unless faulty or damaged)
  • Gift cards
  • Products returned due to personal preference (e.g. smell, taste, texture)

Please contact us before returning any item to confirm eligibility. Unapproved returns may be rejected.

Bundles, Multipacks and Discounted Sets

If you purchase products as part of a bundle, multipack, set, offer or discounted package, the full bundle or set must be returned together if you wish to return it.

We cannot accept partial returns from bundles, multipacks or discounted sets unless this has been agreed with us in advance.

If any item in the bundle has been opened, used, damaged or is no longer in a resaleable condition, the full bundle may not be eligible for return.

Bundles are priced at a reduced rate because they are sold as a complete set. For that reason, individual items from a discounted bundle cannot be returned separately while keeping the bundle discount.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Allergic Reaction Policy

As sensitivities vary, we cannot accept responsibility for allergic reactions. We list all ingredients clearly on our product pages, and we recommend performing a patch test before full use. If you experience a reaction, discontinue use and seek medical advice.

Delivery Addresses

It is your responsibility to provide a complete and accurate delivery address at checkout. We are not liable for parcels delivered to incorrect or incomplete addresses supplied by the customer. If the parcel is returned to us, we can resend it upon payment of a redelivery fee.

Please report any concerns within 24 hours of receiving your order.

Questions

If you have any questions about this Refund Policy or wish to start a return, please contact us:

Email: info@regn.co.uk