FAQ
Returns & Refunds
1. What is your return policy?
Any product purchased from this website is deemed final and cannot be returned and refunded unless meeting the qualified criteria. Please note the return item(s) will be refunded as store credits. Please follow the following guidelines if you wish to make a return and refund:
- Please contact our customer service team at customerservice@therhetor.co within 72 hours after receiving your order from the appointed courier.
- Please provide your order number, proof of purchase (invoice), contact details, and a valid reason for your return with attachments of at least 3 clear images of the product that you wish to return.
- All applications are subject to approval and may take up to 2-4 business days to proceed.
- Once your application has been approved, you may post the item(s) to our assigned address with the item(s) securely placed in its original packaging, including your proof of purchase.
- Please make sure that the item(s) must remain in the same condition as received: completely new, unworn and unwashed. All packaging materials and tags must remain intact. Any returns found with tampered packaging materials and tags or damaged condition (worn, washed or altered) will result in immediate cancellation of the prior approval for returns and refunds.
- Please note that you will be responsible for all return shipping charges, including import duties and taxes. In case of additional charges that might incur, the respectively will be deducted from the corresponding amount from your total store credits.
- Please note that we only accept insured packages with a tracking number.
2. How long does it take to receive the refunded store credit?
We will proceed with your return and refund after receiving and inspecting the condition of your returned item(s). Once we have verified your return item(s), we will refund store credits to your account within 2-4 working days.
3. Can I return a sale or discounted item?
Please note that all purchases on sale or discounted by using coupon or promo codes will not be applicable for returns and refunds.
4. What is your store credit policy?
- Store credit are only applicable for online purchases on therhetor.co.
- Store credit remains valid for 6 months from the date of issuance.
- Store credit cannot be redeemed for cash and is non-refundable and non-exchangeable.
- Store credit cannot be used to purchase any gift vouchers.
- For purchase amounts exceeding the value of the store credits, the remaining balance must be settled by using our accepted payment methods.
- You are only allowed to return the order up to one time when using store credit for the purchase.
5. How can I apply store credit to my order and where can I view the available store credit in my account?
To redeem your store credits, you may simply copy the code from your received email and apply it at the checkout page. Please ensure that you are logged into your account during redemption process, as the credits are tied to your email.
If you are unable to locate your unused store credits in your account, provided they have not yet expired, please get in touch with our customer service team at customerservice@therhetor.co and we will try our best to assist you.
6. Can I exchange a product?
Unfortunately, we do not offer any exchange service for the moment. If you wish to exchange your purchase, you may return the item for online store credits refund and place a new order.
7. Will my return and refund application get rejected?
Please note that we reserve the right to reject any return and refund applications that exceed the designated duration and are unable to meet the criteria in our return policy. The returns and refunds policy is only applicable for products sold on www.therhetor.co and it does not apply to any products of The Rhetor brand that are sold through other vendors and channels.