Terms of service

Order Cancellation & Refunds

We are not the people who just want to lay down rules and go by them even if they hurt our customers. We are lenient most of the time, and these terms simply set out what to expect.

Ready-stock orders

As long as a ready-stock order has not been shipped, we can cancel it and refund your amount. To cancel, WhatsApp or call us on +91 75500 82827, or write to packaging@rentraspa.com.

Pre-orders: order confirmation and advance payment

A pre-order is any order we do not supply from ready stock in Chennai — customised orders (printed, painted or frosted containers, or custom closure colours), made-to-order items, and quantities we import or procure specifically for you.

  • A pre-order is confirmed only when we receive the advance due under our payment terms. Until then, prices, stock and production slots are not reserved.
  • Once the advance is paid, we place production or procurement with our suppliers on your behalf, so the advance on a pre-order is non-refundable: we do not refund it if you cancel, reduce or change the order, except as set out in the next point.
  • If you cancel a pre-order of standard (non-customised) items, we will try to sell that stock to another customer within 90 days. If we sell it, we refund your advance less a handling charge of 15% of the cancelled order value and any price reduction we had to give to sell it. The refund is paid once the new buyer's payment reaches us. If the stock is not sold within 90 days, the advance stays non-refundable. Customised items cannot be resold, so this does not apply to them.
  • If RENTRASPA is unable to supply your pre-order, we refund everything you have paid.
  • Goods that arrive damaged or defective are covered by our Refund Policy.

Order modification

We understand that you may want to alter the size or colour option of a product in your order, or update your shipping address. These changes are allowed until we have begun processing your order; please get in touch with us as soon as possible. For pre-orders, changes made after the advance is paid are subject to the pre-order terms above.

Change of products after ordering

That's not possible. You can cancel a ready-stock order and place a fresh order as long as your order is not out for delivery.

Refunds

We process your refund as soon as your order has been cancelled. Refunds are made as store credit. If you would like the amount refunded to your bank account instead, please contact us on +91 75500 82827 or write to packaging@rentraspa.com. This option is available to customers who paid by debit card, credit card or net banking.

As mentioned in our shipping policy, if we are unable to deliver the product because the customer is unavailable at the given address even after repeated attempts, shipping charges (minimum Rs.200) will be deducted and the rest of the amount refunded. For any other reason, we bear the shipping charges and refund the complete amount you paid, including shipping (if paid), as a gift voucher or store credit.

Orders cancelled by RENTRASPA

We don't want to do this, but sometimes an order has to be cancelled because the product is out of stock, has been rejected for quality reasons, or was incorrectly priced. We will try to reach you on the number provided. If we cannot reach you by phone, we will always send an email explaining that we are unable to fulfil your order. We will wait 2 days for your acknowledgement and then cancel the order; if we do not hear back, we will proceed with the cancellation and refund your money. Please check your spam folder for our email.