Cancellation
Policy
We believe the same transparency we demand from our brands applies to how we run our business. Everything you need to know, written plainly.
Cancellation
Policy
This policy applies to all orders placed on the Re:Nova Switzerland platform. As all products are made specifically for each customer, cancellation rights are limited and time-sensitive. Please read this policy carefully before placing your order.
Made to Order Basis
Every item sold on Re:Nova is Made to Order (MTO). Production begins shortly after payment confirmation and order acceptance. Because materials and production capacity are reserved for your order, cancellation is available only within the window defined below.
24-Hour Cancellation Window
You may cancel your order for a full refund within 24 hours of placing the order, provided your payment has been successfully captured and the order can still be stopped before production begins.
- 0-24 hours from order placement: Eligible for cancellation and full refund
- After 24 hours: Cancellation is no longer possible
Important: Once the 24-hour window has passed, your order enters committed production and cannot be cancelled.
How to Request a Cancellation
To request cancellation, contact us within 24 hours of your order timestamp via support@renovaswitzerland.com with the subject line "Cancellation Request - [Your Order Number]".
Please include:
- Your order number
- The email address used at checkout
- Your cancellation request confirmation
We process requests in the order received. A cancellation is effective only once you receive our written confirmation email.
Refund Processing for Cancelled Orders
If cancellation is approved within the eligible window, a full refund is issued to your original payment method.
- Refund initiation: Within 2 business days of cancellation confirmation
- Funds appearing in account: Usually 5-7 business days, depending on your bank/payment provider
Any foreign exchange differences, banking fees, or card-issuer charges outside our control are not reimbursable by Re:Nova.
After the Cancellation Window
After 24 hours, orders cannot be cancelled. If you no longer wish to keep an item after delivery, please refer to our Returns & Refunds Policy for eligibility and conditions.
Duplicate or Accidental Orders
If you accidentally place duplicate orders, contact us immediately. Where we receive your request inside the 24-hour window and before production commitment, we will cancel eligible duplicate order(s) and issue the corresponding refund.
Changes to This Policy
We may update this Cancellation Policy from time to time. The version published on this page applies to current purchases unless mandatory law requires otherwise.