Refund & Return Policy

1. Scope of This Policy

This Refund & Return Policy applies to purchases made from Reniero Prime Harbor, whether the order is arranged through our online order form, by phone, or through other communication channels authorized by our store.

Because we sell general merchandise and everyday essentials, our approach focuses on resolving concerns in a practical and reasonable manner, taking into account the type of item, its condition, and the circumstances of the purchase.

This policy does not limit any rights that may be available to you under applicable consumer laws. Rather, it is intended to give you a clear idea of how we normally handle these situations.

2. Inspecting Your Items Upon Delivery

We encourage you or your authorized receiver to inspect the items at the time of delivery, especially for visible issues such as wrong product, wrong quantity, or obvious damage to the packaging.

• Carefully check the items against the order confirmation or invoice provided.
• Take note of any items that appear different from what was agreed upon.
• Inform our delivery partner or contact us as soon as possible if you notice any problem.

Quick reporting helps us assess the situation while the details are still clear and gives us a better chance of resolving the issue efficiently.

3. When Returns or Exchanges May Be Considered

We generally review returns or exchanges in situations such as the following, subject to reasonable verification:

• Wrong item delivered – The product delivered does not match the item listed on your approved order (for example, a different model or type).
• Incorrect quantity – The number of units delivered is significantly different from what is indicated in your order confirmation.
• Visible manufacturing defect or significant damage – The item shows clear physical damage or defect that is not due to normal handling or storage after delivery.
• Expired or near-expiry products – For date-sensitive items, if you receive products that are expired or unreasonably close to the indicated expiry upon delivery.

In each case, we may request photos, videos, or other supporting information to help us understand what happened and determine the appropriate next step.

4. Items Generally Not Eligible for Return

For hygiene, safety, and quality-control reasons, certain categories of items may not be eligible for return or refund once opened, used, or removed from their original packaging, unless there is a clear defect or issue at the time you receive them. This may include:

• Personal care items and hygiene-related products that have been opened or used.
• Certain cleaning supplies, liquids, or chemicals once seals or safety caps are broken.
• Perishable or time-sensitive items where storage conditions cannot be verified after delivery.

If you have questions about whether a specific item is returnable, please feel free to ask our team during the confirmation stage of your order so that expectations are clear before payment.

5. Timeframe for Raising Concerns

We request that you report any issue related to your order within a reasonable time after delivery, ideally within 24 to 48 hours. This timeframe allows us to properly trace the transaction and review the condition of items while details are still fresh.

When contacting us, please include your name, contact number, delivery date, and a short description of the concern. Supporting photos or videos can help us respond more accurately.

6. How to Request a Return, Exchange, or Refund

To start a review for a return, exchange, or refund, please reach out using the contact details in the “How to Contact Us” section below. Our team will guide you through the next steps, which may include:

• Verifying your order details and delivery date.
• Requesting photos or a short description of the issue.
• Assessing whether the situation falls within our usual return or exchange guidelines.
• Informing you of the options available, such as replacement, partial refund, or store credit, if applicable.

We aim to address concerns promptly and fairly. However, the exact solution may differ from case to case, depending on the product type and the specific circumstances.

7. Condition of Items for Return or Exchange

When a return or exchange is approved, we may ask that the item be returned in a condition similar to how it was delivered, taking into account what is reasonable for inspection. In many cases, this means:

• The item is unused or only lightly handled for inspection.
• Original packaging, labels, and accessories are included where possible.
• The item is securely packed for transport back to us or for pickup by our representative.

We understand that some products may need to be opened to discover an issue. We will take this into account when reviewing the condition of the item.

8. How Refunds Are Issued

If a refund is approved, it will generally be processed through the same payment channel used for the original transaction, whenever practical. For example:

• Payments made through a mobile wallet may be refunded back to the same wallet account where possible.
• Payments made through bank transfer may be refunded to a bank account you specify, subject to verification.

In certain cases, and upon mutual agreement, we may offer an alternative arrangement such as store credit or replacement items of similar value instead of a direct refund.

Processing times for refunds may vary depending on your bank, mobile wallet provider, or payment institution. We will inform you once the refund has been initiated on our side.

9. Delivery Fees and Related Charges

Whether delivery fees or related charges are refundable will depend on the specific situation and the reason for the return:

• If the issue is clearly due to our error (for example, wrong item or wrong quantity delivered), we will normally shoulder the reasonable cost of returning or replacing the item.
• If the request for return or exchange is based on a change of mind or circumstances not attributable to an error or defect, delivery fees and associated charges may not be refundable.

These situations are reviewed carefully and we will explain how any charges will be treated in your particular case.

10. Orders Paid Through Third-Party Services

Where payments are processed through third-party providers (such as banks or mobile wallets), refund handling may be affected by the rules and timelines of those providers. We will coordinate within those guidelines and share any relevant information we receive regarding your refund.

Please note that fees or deductions charged directly by third-party payment providers may not always be under our control.