Refund policy

Returns & Exchanges Policy

Updated: November 14th, 2025


1. Our Promise

We want you to be completely satisfied with your purchase. If you're not happy with an item purchased from www.renztailors.com, you may return it for an exchange or refund. 

This policy is in addition to your statutory rights.

  • Goodwill Return Period: 28 days from the date you receive your order

  • Statutory Right to Cancel (UK & EU): 14 calendar days under the Consumer Contracts Regulations 2013

Please note: Fit-related issues for custom items are handled under our Perfect Fit Guarantee, not through standard returns


2. Condition of Returned Items

To be eligible for a return or exchange, items must be:

  • Unused, unaltered, and in original condition

  • Returned with all original packaging, tags, and any included accessories

Returns may be refused or subject to a deduction if items are not returned in resaleable condition.


3. Exclusions

The following items cannot be returned or cancelled unless faulty:

  • Made-to-order, made-to-measure, customised, or personalised products

  • Items with hygiene seals removed (where applicable)

If you're unsure whether an item is returnable, please contact us before placing your order: info@renztailors.com


4. How to Return an Item

Please return the item using the original shipping box and packing materials whenever possible. Include:

  • A copy of your invoice

  • Any accessories or instruction booklets

  • Your completed return form, clearly indicating the item and reason for return

We strongly recommend using an insured and trackable service, and retaining proof of postage.

Return Address:
 Renz Tailors Limited
 167–169 Great Portland Street
 London, W1W 5PF
 United Kingdom


5. Refunds

5.1 What We Refund

  • The full amount paid for the item(s)

  • If cancelled under statutory rights, we also refund the standard delivery charge (if paid)

  • Enhanced or express delivery charges are not refundable

  • Return shipping is the customer's responsibility, unless the item is faulty or we state otherwise

5.2 When We Refund

  • Refunds are issued within 14 days of receiving the returned item(s)

  • It may take several working days to appear on your statement, depending on your card issuer

5.3 How We Refund

  • Refunds are made to the original payment method

  • Items purchased using a gift card are refunded as a gift card credit

5.4 International Orders – Taxes & Duties

  • Duties and taxes paid to your local customs are not refunded by Renz Tailors Limited

  • You may be able to reclaim these fees directly from your local customs authority or delivery provider


6. Statutory Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days from the day after you receive it (excludes items in Section 3). 

To cancel, contact us in writing:

You must return the goods within 14 days of cancellation. Refunds will be processed as outlined in Section 5. Bespoke/made-to-measure items may only be cancelled before production begins. Once tailoring starts, they are exempt from statutory cancellation rights.


7. Faulty or Incorrect Items

7.1 Your Rights Under the Consumer Rights Act 2015

If an item is faulty or not as described, your rights include:

  • Within 30 days: Full refund if you choose to reject the item

  • Within 6 months: You are entitled to a repair or replacement. If that isn’t possible, a refund will be offered

  • After 6 months: You may still be entitled to a repair, replacement, or partial refund, depending on the issue

7.2 How to Report a Fault

Please email info@renztailors.com with:

  • Your order number

  • A description of the issue

  • Clear photos of the fault

If approved, we will:

  • Provide a prepaid return label

  • Offer a full refund, including the original standard delivery charge (if applicable)

Please note: Damage caused by misuse or general wear and tear is not considered a fault.


8. Delivery Information

Delivery times are estimates and may be affected by customs delays or courier issues.

Risk in the goods passes to you once:

  • The item is delivered to the address you provided, or

  • Signed for by you or your nominated recipient


9. Colour Accuracy

We make every effort to ensure product colours are represented accurately. However, slight variations may occur due to:

  • Lighting during photography

  • Screen brightness and colour settings


10. Aftercare Services

We offer post-purchase support, including:

  • Alterations

  • Repairs

  • Garment care advice

To enquire about these services, please contact: info@renztailors.com


11. Your Legal Rights

Nothing in this policy affects your legal rights under:

  • The Consumer Rights Act 2015

  • The Consumer Contracts Regulations 2013

For additional guidance, please contact Citizens Advice or your local Trading Standards office.