Refund policy

Returns & Refund Policy

We stand behind every product we sell. If something isn't right, we want to make it right.


1. Our Returns Window

We accept returns on unopened, unused products within 14 days of your confirmed delivery date.


  • Your return window opens from the date your order is marked as delivered by the courier.
  • Return requests must be submitted within 14 days of that delivery date — requests made after this window has closed will not be accepted.
  • The product must be in its original, sealed, and undamaged packaging to be eligible.
  • Opened or used products cannot be returned under any circumstances, as the integrity and safety of the product cannot be verified once the seal has been broken.


If you are unsure whether your product qualifies, contact us at support@rhane.co before attempting to return it and our team will advise you.


2. How to Initiate a Return

Returns are handled through our support team — do not send products back without first contacting us, as we may be unable to process unapproved returns.


  • Email support@rhane.co with your order number and the reason for your return.
  • Alternatively, raise your return request through your account portal at account.rhane.co.
  • Our team will review your request and respond within 48 hours with return instructions.
  • You must receive written confirmation from our team before sending any item back.


Unapproved returns sent without prior confirmation may be refused upon arrival and returned to the sender at the sender's cost.


3. Return Shipping

The cost of return shipping is the responsibility of the customer, except in cases where the return is due to a fault or error on Rhane's part.


  • Customers are responsible for arranging and paying for their own return postage.
  • We strongly recommend using a tracked return service, as Rhane cannot be held responsible for items lost or damaged in transit on the way back to us.
  • If your return is the result of an error on our part — such as a wrong item sent or a product quality issue — Rhane will cover the cost of return shipping. Our team will provide a prepaid label in this case.


4. Refund Processing

Once your returned item has been received and inspected by our team, your refund will be processed promptly.


  • Refunds are issued to the original payment method used at the time of purchase.
  • Please allow up to 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
  • You will receive an email confirmation once your refund has been issued on our end.
  • If your refund has not appeared within 10 business days of your confirmation email, please contact your bank before reaching out to us, as processing times vary by provider.


Rhane does not charge any restocking or processing fees on approved returns.


5. Non-Returnable Items

The following cannot be returned or refunded under any circumstances:


  • Opened or used products where the original seal has been broken.
  • Products that have been damaged after delivery due to misuse or improper storage.
  • Orders where the 14-day return window has passed.
  • Products purchased through third-party retailers — these must be returned in accordance with that retailer's own returns policy.


6. Cancellations & Already-Dispatched Orders

Once an order has been dispatched, it cannot be cancelled or intercepted.


  • If you wish to cancel an order, please contact support@rhane.co immediately after placing it.
  • If your order has already been dispatched by the time your cancellation request is received, the standard 14-day return process applies — you will need to wait for delivery and then submit a return request.
  • Subscription renewals that have been charged and dispatched before a cancellation request is submitted are non-cancellable. Please refer to our Subscription & Cancellation Policy for full details.


We process orders very quickly — often within a few hours — so please act promptly if you need to cancel.


7. Faulty or Damaged Products

In the unlikely event that your product arrives damaged or faulty, we will make it right at no cost to you.


  • Contact us at support@rhane.co within 14 days of delivery with your order number and a photo of the damage or fault.
  • We will arrange either a full replacement or a full refund — whichever you prefer.
  • Return shipping for faulty or damaged items will be covered by Rhane in full.


We take product quality seriously and use all fault reports to improve our fulfilment process.


8. Subscription Orders

Returns on subscription orders follow the same policy as one-time orders — unopened products may be returned within 14 days of delivery.


  • If you wish to return a subscription order, please also ensure your subscription has been cancelled or paused via account.rhane.co to prevent further renewals.
  • A return does not automatically cancel your subscription. These are two separate actions.
  • Refunds on subscription orders are issued to the original payment method on file.


Need help with a return? Email support@rhane.co or visit account.rhane.co — we aim to respond within 48 hours.