Refund policy

At RE5 Group, we want you to be completely satisfied with your purchase and have a positive experience with our brand. Our refund and returns policy is designed to give you peace of mind, offering protection for faulty goods within 30 days and support beyond that where applicable.

30-Day Return Period for Faulty Goods

We stand by the quality of our products, and in the rare event you receive a faulty or defective item due to manufacturing issues, we offer a hassle-free returns process.

You have 30 days from the date of receipt of your order to initiate a return for any faulty item.

Please note:

  • Products that show signs of misuse, accidental damage, improper handling, or disregard for product care instructions will not be eligible.

  • Returns are only accepted for purchases made directly through re5group.com (or official RE5 subdomains). Items purchased from third-party retailers must be returned to the original place of purchase.

Eligibility for Replacement Beyond 30 Days

Our commitment doesn’t end after 30 days. If you encounter issues covered under a manufacturer’s warranty or manufacturing defect beyond the initial return window, you may still be eligible for a replacement.

Easy Return Process

Before sending anything back, please contact our customer support team via the [Contact Us] page. Provide:

  • Your order number

  • A clear description (and photos if possible) of the issue

Our team will guide you through the process and issue a returns label where appropriate. Returns sent without authorisation may be delayed, lost, or not eligible for a refund.

Return Conditions & Requirements

To qualify for a full refund or replacement:

  • Items must be returned in their original condition, unused, and in secure packaging to prevent damage during transit.

  • A copy of your purchase receipt or order confirmation must be included.

Shipping Costs

  • Faulty goods (within 30 days): We’ll cover return shipping costs within the UK.

  • Change of mind (unused products only): You may return within 30 days, but you will be responsible for return shipping costs.

  • Please note: Shipping charges from the original order are non-refundable once the product has been delivered.

Inspection & Refund/Replacement Timeline

Once we receive your return, our team will inspect the product to confirm the reported issue.

  • If confirmed faulty, we will issue your refund or replacement within 7 working days.

  • Refunds will be made back to your original payment method.

Further Support

For any questions or more details about our returns policy, please get in touch via the Contact Us page. Our team is here to help and ensure your RE5 experience is seamless.