Refund policy

REN SA Return and Refund Policy

1. Unopened Products:

If you need to return your products, please contact us at info@alchemybd.co.za within 7 days of receiving your order and provide your order details. Items must be in their original condition, unopened, and unused, in their original packaging to qualify for a return. If the return is deemed valid, please send the unopened products back to us within 7 days of receipt, bearing all return shipment costs.

Send returns or exchanges to:

REN SA - Alchemy Business Development
Attention: Returns / Customer Care
66 Socony Road
Cape Town
Western Cape
7490
South Africa

If you’re returning the item due to unsuitability or a change of mind, we will issue a refund minus the courier fee once the item is received at our warehouse and confirmed to be in a saleable condition.

2. Opened Products:

For refunds on opened products, we require before-and-after photos. You must request a refund within 14 days of receiving and using the product.

Refunds will be issued in the original payment method.

Each case is handled individually, and refunds are typically processed within 3 working days.

To initiate a return, contact us at info@alchemybd.co.za. Include a copy of your receipt (or a note with your order number, name, email, phone number, and photos) and the reason for your return. If your return is approved, we’ll provide instructions on how and where to send your package or issue a return shipping label. Items sent back without prior approval will not be accepted.

Our warehouse does not accept walk-in returns. Use a reputable courier service to ensure prompt delivery. Shipping fees are non-refundable, and you will be responsible for return shipping costs. Keep tracking information for your package in case it is needed.

Your refund will be processed once the products have been received, inspected, and approved for return. You will receive a confirmation email once your refund has been processed. Please allow 5-10 business days for the refund (excluding shipping charges) to reflect in your account based on your bank’s processing times.

Refunds for orders paid by gift cards will be issued to a new gift card sent to the original email address.

If your return is rejected after inspection, we will notify you via email.

Please note: Only items purchased on the REN website are eligible for return. For products bought from authorized retailers, please contact them directly.

Order Cancellations & Modifications

To cancel an order, email info@alchemybd.co.za immediately. We process orders quickly and may not always be able to accommodate your request, but we will work with you to resolve the issue.

We cannot cancel individual items from an order. If your order is cancelled, you will be notified via email and refunded for any cancelled items. For new orders or questions about cancellations, email info@alchemybd.co.za.

To update your shipping address, email info@alchemybd.co.za immediately and include your order number as well as contact details.

Exceptions/Non-returnable Items

·         Only items purchased on alchemybd.co.za can be returned.

·         Products bought from other retailers are not eligible for refunds and should be returned to the original store.

·         Original shipping and handling fees are non-refundable.

·         Opened products without before-and-after photos.

·         Discounted items or those bought as part of a value set are not eligible for exchange.

·         Items of the same price, excluding discounts, can be exchanged.

·         Nearly empty, tampered, or adulterated products are not refundable.

·         Partial sets or bundles are not eligible for return—only complete sets are.

·         Items damaged or lost due to personal mishandling are not refundable.

·         Gift cards are non-refundable.

Defective Goods

Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged, or incorrect. Email us at info@alchemybd.co.za with photos so we can address the issue. Do not discard the item, as we may request its return for quality assurance. For products not purchased from our REN website, please contact the retailer directly.

Adverse Reactions Return

Some products on our website contain active ingredients that may cause mild irritation initially. We recommend using these products no more than three times per week initially and gradually increasing usage. If you experience a severe reaction to a product purchased on the REN website, contact our customer support at info@alchemybd.co.za who will direct you to the correct person to liaise with. Our staff will work to resolve any adverse reactions. Refunds for products causing an adverse reaction will be handled individually.