Returns &
Refunds Policy

Returns &
Refunds Policy

This policy applies to all orders placed on the Re:Nova Switzerland platform. Please read it carefully before placing your order.

Made to Order — The Legal Position

Every item sold on Re:Nova is Made to Order (MTO) — produced specifically for you following the receipt of your order. Under the EU Consumer Rights Directive (2011/83/EU), Article 16(c), goods that are made to the consumer's specifications or clearly personalised are exempt from the standard 14-day right of withdrawal that applies to standard online purchases.

Under Swiss law (OR Art. 40a–f), there is no statutory right of return for any online purchases. Swiss law does not impose a general withdrawal right on Swiss online retailers.

Our 7-Day Goodwill Return Window

You have 7 calendar days from the date your order is delivered to request a return. After this window has closed, we are unable to accept return requests.

Conditions for return

To be eligible for a return, items must:

• Be unworn and unwashed
• Be unaltered and undamaged
• Have all original tags and labels attached
• Be in their original packaging
• Not show any signs of perfume, deodorant, or other substances

We reserve the right to reject returns that do not meet these conditions, in which case the item will be returned to the customer at their expense.

How to start a return

Email support@renovaswitzerland.com within 7 days of delivery with:

• Your order number
• The reason for your return
• A photograph of the item in its current condition

We will respond within 2 business days with return instructions. Do not ship items back before receiving confirmation — unauthorised returns may not be accepted.

Return Shipping

Goodwill returns: Return shipping costs are the customer's responsibility. We recommend using a tracked and insured shipping service. Re:Nova cannot accept liability for items lost or damaged in return transit.

Faulty or incorrect items: If your item arrives with a manufacturing defect or if we sent the wrong item, Re:Nova will cover all return shipping costs in full.

Faulty or Incorrect Items

If your order arrives with a manufacturing fault or is incorrectly fulfilled, please notify us within 7 days of delivery with photographs of the issue and your order number. We will arrange either:

• A full replacement at no charge (subject to production availability), or
• A full refund including return shipping costs

This remedy is without prejudice to any statutory warranty rights you may hold under Swiss law (2-year warranty on new goods, Swiss CO).

Refunds

Once your returned item is received and inspected, we will notify you by email. If the return is approved, a refund will be processed to your original payment method within 5–7 business days. Depending on your bank or payment provider, it may take a further 3–5 business days for the funds to appear on your statement.

Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

Because every item is Made to Order, direct exchanges are not always possible within a short timeframe. If you would like a different size, please contact us — we will explore options with the producing brand. We strongly encourage using our Size Guide before ordering to minimise sizing issues.

Non-Returnable Items

The following cannot be returned under any circumstances:

• Items showing signs of wear, washing, or alteration
• Items with tags removed
• Items returned outside the 7-day window
• Items returned without prior email authorisation
• Custom-sized (made-to-measure) items, which are uniquely produced to your exact specifications