Refund policy

RETURN AND REFUND POLICY

Last Updated: [DD/MM/YYYY]

Thank you for shopping with RHY. Every RHY product is carefully inspected before dispatch. Please read this policy carefully before placing an order.

  1. Package Opening Video

Customers must record a clear, continuous and unedited video while opening the package.

The shipping label, sealed package and complete product must be clearly visible in the video. This video serves as proof of the product’s condition and is mandatory when requesting an exchange or reporting a damaged, defective, missing or incorrect item.

Claims without sufficient supporting evidence may be rejected, subject to applicable law.

  1. Size Exchange

We accept exchanges only for size-related issues, subject to product and replacement-size availability.

We do not accept exchanges for:

  • A change of mind;

  • Colour preference;

  • A request to change the design;

  • Minor colour variations caused by lighting, photography or screen settings;

  • Products that have been worn, washed, altered, damaged or used.

  1. Exchange Request Period

An exchange request must be submitted within 3 calendar days from the date on which the order is marked as delivered.

Requests submitted after this period may not be accepted, except where otherwise required by applicable law.

  1. Yellow Tag Loop Requirement

Every eligible RHY product is supplied with a yellow tag loop attached to the left sleeve.

The tag loop must remain attached, intact and undamaged. If it is removed, cut, damaged or missing, the product will not qualify for a size exchange.

  1. Product Condition

To qualify for an exchange, the product must be:

  • Unworn and unused;

  • Unwashed and unaltered;

  • Free from stains, odour, damage or signs of use;

  • Returned with the yellow tag loop intact;

  • Returned with its original packaging and accessories;

  • Supported by the required package-opening video.

  1. Damaged, Defective, Missing or Incorrect Products

If your order arrives damaged, defective, incomplete or different from the product ordered, contact us within 3 calendar days of delivery.

Please provide:

  • Your order number;

  • Clear photographs of the product and package;

  • The complete package-opening video;

  • Photographs or video showing the yellow tag loop, where applicable;

  • A description of the problem.

After verification, RHY may provide an appropriate replacement, exchange, refund or other remedy in accordance with applicable law and the circumstances of the claim.

  1. Refunds

For ordinary size-related requests, RHY provides an exchange only and does not provide a cash refund.

Refunds may be provided only when:

  • Required under applicable law;

  • RHY confirms that a damaged, defective or incorrect product cannot reasonably be replaced;

  • An ordered product becomes unavailable after payment; or

  • RHY approves a refund under exceptional circumstances.

Where approved, a refund will be sent to the original payment method. Processing time may vary depending on the bank or payment provider.

  1. Exchange Shipping Charges

The charges for sending and receiving a size-exchange product will be: [ENTER WHETHER CUSTOMER OR RHY WILL PAY].

If RHY confirms that an incorrect, damaged or defective product was supplied, RHY will bear the reasonable replacement shipping cost, subject to verification.

  1. How to Request an Exchange or Replacement

Email us at care.rhy@gmail.com with:

  • Order number;

  • Customer name and registered contact details;

  • Current size and requested replacement size;

  • Reason for the request;

  • Package-opening video;

  • Product and packaging photographs;

  • Proof that the yellow tag loop is intact.

Sending a request does not automatically guarantee approval. We will review the information and communicate the next steps.

  1. Final Assessment

RHY reserves the right to reject a request if the eligibility requirements are not met or if the submitted evidence indicates use, washing, alteration, damage or tampering.

Nothing in this policy limits any non-waivable rights available to customers under applicable law.

Contact: care.rhy@gmail.com