Returns & Refunds

This policy applies to Reeng ring orders and preserves your rights under Kenyan consumer law. Faulty, unsafe, misdescribed, incorrect or undelivered goods may entitle you to a remedy. A voluntary exchange policy or warranty cannot replace or shorten those rights. A company order remains subject to applicable law and its agreed terms.

You may withdraw an unaccepted purchase request without a purchase charge. For a confirmed order, contact us promptly so we can check its stage and the cancellation rights that apply. Any agreed custom work or other proposed deduction must have a lawful basis; it is not an automatic reason to refuse a refund.

Kenya’s Consumer Protection Act also provides cancellation rights for qualifying internet agreements, including protections where a customer was not given an opportunity to accept or decline the agreement or correct errors. The statutory grounds and time limits apply independently of our voluntary seven-day return window. See the Consumer Protection Act for the applicable conditions.

Late-delivery protections are explained in the Shipping Policy. You can give a cancellation notice in a way permitted by law; our preferred support process does not invalidate another legally effective notice.

Tell us what happened, when you noticed it and which order is affected. A receipt, order reference or other reasonable proof of purchase helps us locate the order. We may ask for relevant photos or arrange an inspection, without making unnecessary evidence a barrier to a valid claim.

We will assess the problem and provide the repair, replacement, refund or other remedy required by law. We will arrange or cover reasonable return costs for a confirmed fault, misdescription or fulfilment error attributable to us. We will not require you to accept store credit in place of a refund to which you are legally entitled.

Ordinary wear, accidental damage or misuse may not be a product defect; we will assess the circumstances rather than apply a blanket exclusion. A fault unrelated to such damage remains eligible for assessment. Personalisation does not remove rights relating to defective or misdescribed goods.

You can request a change-of-mind return within 7 calendar days after delivery, or a ring-size exchange within 14 calendar days after delivery. Email support@reeng.id within the applicable window with your order reference. The deadline is for notifying us, not for the parcel to reach us.

For these voluntary returns and exchanges, the ring must be unworn apart from a careful indoor fit check, undamaged, and returned with the supplied accessories. Keep the original packaging where possible. Once we provide return instructions, send it within 14 calendar days, or agree an extension if collection or another practical difficulty prevents this.

A size exchange depends on stock. We will confirm the replacement size, any price difference and delivery timing before you agree. If that size is unavailable, you may choose to wait, select an available alternative, or return the eligible ring for a refund. Reasonable return and replacement-delivery costs for a change of mind or customer-selected size change are yours only where disclosed before purchase; we will confirm the amount before arranging them.

Use the ring sizing guide before confirming your size. These voluntary condition and timing rules do not apply to a statutory remedy for a fault, misdescription, order error or other breach.

If we send a size different from the confirmed order, that is a fulfilment problem. A sizing guide is an estimate and does not restrict rights where the product or our description is wrong.

Contact us for the correct return address and suitable collection or postage arrangements. Explain the reason, preferred remedy and order reference. Package the ring safely; include original accessories where available. Do not send a parcel to an address found elsewhere without checking it.

For a linked ring, ask us about safely removing its profile association before it is reused. Never disclose your sign-in codes to a courier. Contacting us first helps coordinate the return but is not a requirement that overrides a valid statutory cancellation or remedy.

We will confirm the refund basis, amount and expected processing date in writing and comply with the applicable legal deadline. Refunds use the original payment method where possible, or another method you expressly agree to. Provider settlement time will be explained separately; it does not extend our legal obligations.

For an eligible voluntary return, we will initiate the refund within seven calendar days of receiving the returned ring. If a statutory refund is due earlier or on a different basis, that legal requirement takes priority.

Refunds include delivery charges and other amounts where required by law. We will explain any lawful deduction and will not impose an undisclosed restocking or processing fee. A purchase enquiry that has not involved payment has no payment to refund.

Any paid digital service has the cancellation and refund terms provided when it is purchased, subject to Kenyan law. Cancelling a digital service does not automatically return a physical ring, or vice versa.

You can seek a remedy through a competent court or raise an eligible consumer complaint with the Competition Authority of Kenya. You do not have to give up those options to request help from Reeng.