Refund policy

Return & Refund Policy

Version 28 August 2026

Seller: Reina Olga SA, Via Arona 30, 7500 St. Moritz, Switzerland

Returns: start through our online Returns Portal: https://returns.richcommerce.co/return/new?utm_source=merchant_panel&c=reinaolga

Customer care: help@reinaolga.com

We want returns to be clear and straightforward. This Policy applies to consumer purchases made online from Reina Olga. It does not limit any mandatory rights you may have under the law applicable to you.

1. At a glance

• You have 14 days from delivery to tell us that you wish to return an item.
• Discounted, promotional and sale items are eligible for return on the same basis as full-price items, unless a specific legal exception applies.
• Approved refunds are made to the original payment method. You may instead expressly choose store credit with 15% extra on the price you actually paid for the approved returned item.
• Where required by applicable law, we refund the cost of the least expensive standard outbound delivery offered for the order. Any premium paid for express or upgraded delivery is not refundable.
• Return transport costs may be charged to you only where this was clearly communicated before purchase. Different fees apply by destination and are shown below and in the Returns Portal.

2. Starting and completing a return

Start your return through our Returns Portal within 14 days after the day you, or a person nominated by you other than the carrier, receives the goods. If one order is delivered in several parcels, the period runs from receipt of the last item, lot or piece.

The portal will provide the correct return instructions, label (where available), return destination and applicable fee. Please do not send items to a different address. If the portal is unavailable, email help@reinaolga.com before the 14-day period expires and clearly state that you wish to return the order, including your order number and the items concerned.

After notifying us, send the goods back without undue delay and no later than 14 days after your notice. Keep your proof of dispatch until the refund is complete.

3. Condition of returned items

You may inspect and try on an item only as you would reasonably do in a shop. Please return it unworn beyond that inspection, unwashed, undamaged, free of odour, stains, make-up, sunscreen and other marks, with original tags attached and with any hygiene seal intact.

For EU/EEA and UK statutory withdrawals, handling beyond what is necessary to establish the nature, characteristics and fit of the item may result in a proportionate deduction for diminished value. A missing tag or damaged packaging does not automatically cancel a statutory right where the law does not permit that result.

4. Swimwear and hygiene seals

Please try swimwear on over your own underwear and do not remove or damage the hygiene seal while deciding whether to keep it.

Where an item is supplied sealed and, because of genuine health-protection or hygiene reasons, is not suitable for return once unsealed, the right to return may be lost after the hygiene seal is removed or broken. This exception is applied narrowly and assessed case by case; swimwear is not treated as automatically non-returnable merely because it is swimwear. An intact hygiene seal does not prevent an otherwise eligible return.

5. Discounted and promotional items

Items purchased on sale, with a promotional code or at any level of discount — including discounts of 15% or more — may be returned under this Policy. A discount alone is never a reason to refuse a return. Any item described as “final sale” remains returnable where a mandatory statutory right of withdrawal applies.

6. Return transport costs

For change-of-mind returns, the direct cost of returning the goods is your responsibility where that cost was disclosed before you completed the purchase. When you use our return service, the following current flat fee is deducted from the amount otherwise refundable:

Delivery destination

Return fee

EU/EEA (excluding the UK and Switzerland)

€15

United States

US$19

United Kingdom, Switzerland and Rest of World

€65

If a return fee was not clearly disclosed before purchase, we will not charge that fee where applicable law makes prior disclosure a condition. We bear the return cost for faulty, damaged, misdescribed or incorrect goods where required by law. Customs duties, taxes and clearance charges are governed by the rules in section 10.

7. Refund method and timing

Original payment method

Unless you expressly select store credit, approved refunds are issued to the same payment method used for the purchase. We do not impose a voucher, gift card or store credit instead of a monetary refund.

Optional store credit +15%

During the return process, you may expressly choose store credit with 15% extra on the price you actually paid for each approved returned item. This option is voluntary. Once issued and accepted, store credit replaces the monetary refund for those items, subject to any mandatory rights that cannot legally be waived. Any separately refundable original standard-delivery charge will be returned to the original payment method unless you expressly agree otherwise.

Timing

We process refunds without undue delay. For EU/EEA and UK statutory withdrawals, the refund will be made no later than 14 days after we are informed of your decision to withdraw. We may withhold it until we receive the goods or you provide evidence that you sent them back, whichever occurs first. Your bank or payment provider may then need additional time to post the refund.

8. Original delivery charges

If you withdraw from the whole order and applicable law requires it, we refund the amount paid for the least expensive standard delivery option that was available for that order. If you chose express, priority or another upgraded delivery service, the difference between that service and the least expensive standard option is not refunded.

For a partial return, outbound delivery charges are refunded only to the extent required by applicable law. Charges for optional services already fully performed at your request are not refundable where the law permits.

9. Rules by destination

EU/EEA consumers

Consumers in the European Union and European Economic Area have a statutory 14-day right of withdrawal for eligible distance purchases, subject to the limited exceptions provided by applicable law. Sections 2–8 describe how Reina Olga applies that right, including refund to the original payment method, reimbursement of standard outbound delivery where required, and the possibility for the customer to bear disclosed direct return costs.

United Kingdom consumers

UK consumers have separate cancellation rights under UK law. For eligible online purchases, Reina Olga provides a 14-day cancellation period from delivery, followed by 14 days to return the goods. The standard outbound delivery cost is refunded where required; any express upgrade is not. These rights arise under UK law, not EU law.

Switzerland

Swiss law does not generally provide an automatic change-of-mind withdrawal right for ordinary online purchases. Reina Olga nevertheless offers Swiss consumers the contractual 14-day return right described in this Policy. This commercial right is in addition to any mandatory Swiss rights relating to defective or non-conforming goods.

Rest of World

For delivery destinations outside the EU/EEA, UK and Switzerland, Reina Olga offers the contractual 14-day return right described in this Policy. This does not mean that EU rules apply in those countries. Any mandatory consumer rights under the law applicable to you continue to apply and prevail if they are more favourable or cannot be excluded.

10. Duties, taxes and customs charges

Original import duties, taxes and customs-clearance charges paid to a government, courier or other third party are not refunded by Reina Olga unless applicable law requires otherwise. You may be able to claim them directly from the relevant authority.

For international returns, you are responsible for completing customs documentation accurately and identifying the parcel as returned goods. Any return duties, taxes or clearance fees properly charged to Reina Olga because of incomplete or incorrect return documentation may be deducted only where permitted by applicable law and where the basis and amount are explained to you.

11. Exchanges

We do not currently offer direct exchanges. Please return the unwanted item and place a new order. Your right to return the original purchase is not conditional on placing a replacement order.

12. Faulty, damaged or incorrect items

This Policy’s change-of-mind rules do not limit your legal rights if an item is faulty, damaged, not as described or incorrect. Contact help@reinaolga.com promptly with your order number, a description of the issue and photographs where helpful. Where required by law, Reina Olga will bear reasonable return costs and provide the appropriate remedy.

13. Contact

Reina Olga SA

Via Arona 30

7500 St. Moritz, Switzerland

Customer care: help@reinaolga.com

Returns Portal: https://returns.richcommerce.co/return/new?utm_source=merchant_panel&c=reinaolga

Please use the return destination generated by the Returns Portal. The registered office above is not necessarily the correct warehouse address for your return.

14. Changes and mandatory rights

We may update this Policy from time to time. The version that applied when you placed your order will normally govern that return, unless a later version is more favourable or applicable law requires otherwise. Nothing in this Policy excludes, restricts or replaces mandatory consumer rights.