Refund policy

 

We truly hope you love your Reground products! However, if you are not completely satisfied, we're here to help.

 

1. Our 14-Day Return Window

In compliance with the European Union's Consumer Protection Act, we offer a 14-day right of withdrawal (return period) starting from the date you receive your order.

  • Eligibility: To be eligible for a return, your item must be unused, unopened, and in its original, resalable condition with all seals and packaging intact. You will also need the receipt or proof of purchase.

  • EU Customers: You are responsible for return shipping costs when exercising your right of withdrawal, unless the product is defective or incorrect.

  • International Orders: Returns are not accepted on international orders shipped outside the EU due to shipping costs and customs regulations. If you receive a damaged or defective product, please contact us within 7 days of delivery with photos for a resolution.

2. Non-Returnable Items

For hygiene and quality assurance reasons, we are unable to refund our skincare products if they have been opened, used, or have a broken safety seal. Also, gift cards are non-refundable.

3. How to Start a Return

To request a return, you may contact us via email at hello@reground.com

Please include the details of the order and the reason for requesting a return, and preferably also pictures of the products. If your return is accepted, we will provide you with the necessary return instructions, including the specific return shipping address. Items sent back to us without first requesting and receiving return instructions will not be accepted.

  • Please Note: Unless the item is defective or incorrect, the customer is responsible for the cost of return shipping.

4. Damages, Defects, or Incorrect Items

Please inspect your order upon reception. If the item is defective, damaged in transit, or if you received the wrong product, please contact us immediately so we can evaluate the issue and make it right.

In these specific cases, we will cover the return shipping costs and offer a replacement or a full refund.

5. Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved or not.

  • If approved, you will be automatically refunded on your original payment method. Please allow up to 10 business days for the refund to be processed by us. We only refund the cost of the returned product(s), not the original shipping fee.

  • If you have not received your refund after 15 business days following approval, please contact us.