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REAYN Shopping Policy

1. Introduction

REAYN operates an online store that offers water‑filter bottles and related accessories. By placing an order through our website, you agree to be bound by our Terms of Service (available on the site) and to the practices in this Shopping Policy. This policy aims to set clear expectations regarding ordering, payment, shipping, returns and refunds so you can make informed purchase decisions.

2. Ordering and Payment

  • Order acceptance – When you place an order, you make an offer to purchase. REAYN reserves the right to accept or decline any order at our discretion. Your order is not accepted until we have processed your payment and confirmed acceptance via email.
  • Accurate information – You agree to provide current, complete and accurate purchase and account details (including email address, billing and shipping details). You also promise that the credit‑card information you provide is correct and that charges incurred will be honoured by your card issuer.
  • Payment methods – We accept major credit cards (Visa, MasterCard, American Express), iDEAL, PayPal, Apple Pay and Google Pay. Payment must be authorized before an order is dispatched. Payments include product cost and any applicable shipping, taxes or customs charges.
  • Pricing & promotions – Prices are shown in euros (EUR). Unless expressly stated, posted prices do not include taxes, shipping, handling, customs or import charges. We may offer promotions or discounts from time to time; where promotion terms conflict with this policy, the promotion terms govern. REAYN may change prices without prior notice.

3. Shipping & Delivery

3.1 Processing and Dispatch

  • Processing time – For in‑stock items, orders typically leave our warehouse within 1–2 business days after payment confirmation. We do not dispatch orders on weekends or public holidays. Pre‑order items and special releases may have longer processing times; these will be stated on the product page.
  • Shipping confirmation – Once your order has been dispatched, you will receive an email confirmation with the carrier and tracking details so you can monitor the shipment.
  • Carrier handover – All delivery times are estimates and not guaranteed. Once REAYN transfers your order to the carrier, responsibility for any delays, customs processing or other events passes to you.

3.2 Shipping Methods and Costs

  • Domestic (Netherlands) – Standard shipping via PostNL or DHL. Orders over €50 receive free standard shipping. For orders below €50, shipping charges will be calculated at checkout based on weight and destination. Estimated delivery time is 1–3 business days.
  • European Union – Standard shipping via DHL, DPD or a similar courier. Free shipping applies to orders over €50 (or the local currency equivalent). Orders under €50 will incur a shipping fee shown at checkout. Estimated delivery time is 3–7 business days depending on your country.
  • International – We ship worldwide using reliable couriers such as DHL or UPS. Shipping costs and delivery times (usually 7–14 business days) will be calculated at checkout based on the destination and package weight. International customers are responsible for any customs duties, taxes or import fees not included in the purchase price.
  • PO boxes and restricted addresses – We cannot ship to P.O. boxes or APO/FPO addresses. Please provide a physical delivery address. It is your responsibility to ensure your shipping details are correct; REAYN is not liable for deliveries lost due to incorrect addresses.

3.3 Delays, Risk of Loss and Undeliverable Packages

  • Delivery estimates – Shipping times provided at checkout are estimates. We are not liable for delays caused by the carrier, customs or events beyond our control.
  • Risk of loss – Title and risk of loss pass to you once we transfer the package to the shipping carrier. Consider purchasing shipping insurance if your local carrier does not offer it.
  • Undeliverable or refused packages – If a package is returned to us because it was undeliverable (incorrect address, failure to collect, or refusal), we will issue a refund minus the original shipping cost. If you wish the order re‑shipped, please place a new order.
  • Missing or damaged shipments – If tracking shows your order delivered but you have not received it, check with neighbours and your local post office. If still missing, contact us within 10 days of the delivery date so we can investigate with the carrier. For items damaged in transit, please contact us immediately with photos of the damage to arrange a replacement.

4. Returns, Exchanges and Refunds

4.1 Return Eligibility

  • Return window – You have 30 days after receiving your item to request a return. After 30 days, we cannot accept returns.
  • Condition of items – To be eligible for a return, the item must be in the same condition you received it: unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.
  • Non‑returnable goods – Certain items cannot be returned: perishable goods (food, flowers, plants), custom products or personalised items, personal‑care goods, hazardous materials, flammable liquids or gases. Sale items and gift cards are also non‑returnable.

4.2 How to Start a Return

  • Email us at support@reayn.com to request a return. Do not send items back without contacting us first; unauthorized returns will not be accepted. We will provide a return shipping label and instructions on how and where to send your package. Returns must be sent to the address provided in our response.
  • You are responsible for safely packaging the item. Items damaged during return transit due to inadequate packaging may not qualify for a refund.

4.3 Damages and Issues

  • Inspect your order upon reception. If you receive a defective, damaged or incorrect item, contact us immediately so we can evaluate the issue and make it right. We may request photos or additional information.

4.4 Exchanges

  • We do not process direct exchanges. If you need a different item, return the unwanted item for a refund and place a new order once your return is accepted.

4.5 European Union Cooling‑Off Period

  • If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason without justification. Items must still be unused, with tags and in their original packaging, and you must provide proof of purchase.

4.6 Refunds

  • Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds will be processed to your original payment method within 10 business days. Bank or credit‑card processing times may affect when the refund appears in your account. If more than 15 business days have passed since we approved your return and you have not received a refund, contact us.

5. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible via support@reayn.com. We will do our best to accommodate cancellation requests, but once an order has begun processing or has shipped, it cannot be cancelled. In that case, please follow the return process described above.

6. Customer Service and Contact

For any questions regarding orders, shipping, returns or this policy, you can contact us via email at support@reayn.com. Our customer service team is available Monday–Friday 09:00–17:00 CET (excluding public holidays). We aim to respond to emails within 1–2 business days.

7. Changes to this Policy

REAYN may update this Shopping Policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with an updated revision date. We encourage you to review the policy regularly to stay informed.

Last updated: 18 April 2026 (Europe/Amsterdam)