Refund policy

RENOURA TERMS, POLICIES & AGREEMENTS

Last updated: 5/22/2026

Welcome to Renoura. By using our website, purchasing our products,
or subscribing to our recurring orders, you agree to the terms
outlined below. Please read this page carefully. If you have any
questions, contact us at customersupport@renoura.store.

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1. ABOUT RENOURA
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Renoura is an American-owned company that sells plant-based equine
care products, including fly repellent spray, hoof care, and
related grooming products designed specifically for horses. Our
products are formulated using plant-derived essential oils sourced
from the regions where each plant grows best.

Renoura products are intended for use on healthy horses as a
cosmetic and grooming aid. Our products are not veterinary
medications and are not intended to diagnose, treat, cure, or
prevent any disease or veterinary condition. If your horse has
a health concern, please consult a licensed veterinarian.

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2. PRODUCT USE & SAFETY
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Renoura products are formulated for external use on horses only.

DO NOT use Renoura products on:
- Dogs, cats, or other pets (tea tree oil is toxic to dogs and
  cats)
- Humans
- Open wounds, broken skin, or areas of active infection
- Horses with known sensitivities to any of the listed
  ingredients without first conducting a patch test

By purchasing Renoura products, you acknowledge that you are
responsible for verifying the product is appropriate for your
specific horse, conducting a patch test before full application
if your horse has sensitive skin, and discontinuing use if any
adverse reaction occurs.

Renoura is not liable for any adverse reactions, injuries, or
damages resulting from improper use, use on animals other than
horses, or use on horses with undisclosed sensitivities.

If your horse experiences an adverse reaction, discontinue use
immediately and contact your veterinarian.

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3. SHIPPING POLICY
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Current Shipping Window:

Due to higher demand than we anticipated this season, our current
total order-to-delivery timeframe is 8-15 business days of shipping,
plus 2-3 business days of processing before your order leaves our
facility. Total order-to-delivery time may be up to 18 business
days from the date of purchase.

We offer free standard shipping on all orders within the
continental United States as our way of thanking you for your
patience while we work through current demand.

Tracking and Delivery:

Every order is hand-packed and includes tracking. You will receive
a tracking number by email once your order ships. Please note that
tracking updates can sometimes lag behind actual package movement
due to carrier scanning practices.

Shipping Delays Beyond Our Control:

Renoura is not responsible for shipping delays caused by:
- Carrier issues (USPS, UPS, FedEx, etc.)
- Weather events
- Customs processing for international orders
- Incorrect shipping addresses provided at checkout
- Recipient unavailability at delivery

International Shipping:

We currently ship throughout the United States and Canada.
International shipping rates and delivery times are calculated at
checkout based on your destination. International customers are
responsible for any customs fees, duties, or import taxes that
may apply.

Lost or Damaged Packages:

If your package is marked as delivered but you did not receive
it, please contact your local carrier first. If the carrier
cannot resolve the issue within 7 business days, contact us at
customersupport@renoura.store and we will work with you to
resolve the situation.

If your package arrives damaged, please photograph the damage
and contact us within 7 days of delivery.

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4. REFUND POLICY — SINGLE-PURCHASE ORDERS
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60-Day Satisfaction Guarantee:

Single-purchase Renoura orders are backed by our 60-day
satisfaction guarantee. If your horse does not see noticeable
improvement within sixty days of regular use, you may return your
bottle — even if it is empty — for a full refund of the product
purchase price.

The 60-day period begins on the date your order is delivered to
you, not on the date of purchase. This allows the full guarantee
window even during periods of extended shipping.

How to Request a Refund:

To request a refund within the 60-day window, contact us at
customersupport@renoura.store with your order number and a brief
description of your experience with the product. We will respond
within 1-2 business days with refund instructions.

Refund Processing:

Approved refunds will be processed to your original payment method
within 3-5 business days of approval. Depending on your bank or
credit card company, the refund may take an additional 2-7 business
days to appear on your statement.

Items Not Eligible for Refund:

- Orders requested for refund more than 60 days after delivery
- Subscription orders (see Section 5 below)
- Orders where the customer has filed a chargeback or payment
  dispute (these are processed separately through the dispute
  resolution process)

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5. SUBSCRIPTION POLICY
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Subscription Terms:

Renoura offers optional subscription orders for customers who want
to receive their products on a recurring schedule. By enrolling in
a subscription, you authorize Renoura to automatically charge your
selected payment method on each renewal date for the agreed-upon
product and price.

How Subscriptions Work:

- You select your subscription frequency at the time of purchase
  (typically every 30, 60, or 90 days)
- Your payment method is automatically charged on each renewal
  date
- Your order ships automatically based on the same shipping
  window as single-purchase orders (8-15 business days plus 2-3
  business days of processing)
- You receive a reminder email 3 days before each renewal
  charge

Cancellation:

You may cancel your subscription at any time before your next
renewal date. Cancellations can be made by:

- Replying to any subscription confirmation email with the word
  "CANCEL"
- Contacting us at customersupport@renoura.store
- Managing your subscription through your customer account portal

Cancellation requests received before the renewal date will
prevent the next charge. Cancellation requests received after a
renewal charge has already been processed will apply to the
subsequent renewal — the already-processed order cannot be
canceled.

Subscription Refund Policy:

Subscription orders are not eligible for refund once the renewal
charge has been processed and the order has entered fulfillment.

Once a subscription order has shipped, the order is considered
final and is not refundable. This policy exists because
subscription customers receive ongoing discounted pricing in
exchange for the predictability of recurring orders.

If you forgot to cancel before a renewal and the charge has been
processed, please contact us at customersupport@renoura.store
within 48 hours of the charge. While we cannot guarantee refunds
on processed subscription orders, we will do our best to find a
solution that works for you, which may include canceling the
shipment if it has not yet entered fulfillment, applying store
credit toward future purchases, or other case-by-case
accommodations at our sole discretion.

Subscription Modification:

You may update your subscription frequency, shipping address, or
payment method at any time through your customer account portal
or by contacting customersupport@renoura.store.

For California Customers:

In compliance with California's Automatic Renewal Law, you have
the right to cancel your subscription at any time. Cancellation
methods are listed above. Your subscription will automatically
renew at the listed price on each scheduled renewal date unless
canceled in advance. You will receive a reminder email before
each renewal.

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6. PAYMENT POLICY
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Accepted Payment Methods:

Renoura accepts all major credit and debit cards (Visa,
MasterCard, American Express, Discover), PayPal, Shop Pay, and
other payment methods displayed at checkout.

Payment Authorization:

By submitting a payment at checkout, you authorize Renoura to
charge your selected payment method for the full order amount,
including any applicable taxes and shipping fees.

Failed Payments:

If a subscription renewal payment fails, we will attempt to charge
your payment method up to three times over a 7-day period. If all
attempts fail, your subscription will be paused. We will notify
you by email to update your payment information.

Currency:

All prices are listed in United States Dollars (USD) unless
otherwise indicated.

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7. CHARGEBACK & DISPUTE POLICY
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If you have a concern about an order, we ask that you contact us
directly at customersupport@renoura.store before initiating a
chargeback with your bank or payment provider. We are committed
to resolving customer concerns quickly and fairly.

Filing a chargeback without first contacting us delays resolution
and may result in:

- Your account being placed on hold pending dispute resolution
- Future orders being declined or requiring alternative
  verification
- The dispute process taking 30-90 days for resolution rather
  than the typical 1-2 business days for direct customer service
  resolution

We dispute fraudulent or unwarranted chargebacks. If you have
received the product as described and are not entitled to a
refund under our policies, we will provide evidence to your bank
or payment provider during the dispute process.

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8. PRIVACY POLICY
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Information We Collect:

When you place an order or sign up for our email list, we collect:

- Name and shipping address
- Email address and phone number
- Payment information (processed securely through our payment
  processor; we do not store full credit card numbers)
- Order history and product preferences

How We Use Your Information:

We use your information to:

- Process and fulfill your orders
- Send order confirmations, shipping updates, and customer
  service communications
- Send marketing emails if you have opted in (you can unsubscribe
  at any time)
- Improve our products and customer experience

Information Sharing:

We do not sell your personal information. We share information
only with:

- Payment processors (to process your transactions)
- Shipping carriers (to deliver your orders)
- Email service providers (to send transactional and marketing
  emails)
- Service providers who help us operate our business under
  confidentiality agreements

Your Rights:

You have the right to access, correct, or request deletion of
your personal information at any time by contacting
customersupport@renoura.store.

For California residents, additional rights apply under the
California Consumer Privacy Act (CCPA), including the right to
know what information we collect, the right to delete your
information, and the right to opt out of any sale of your
information (we do not sell information).

For European Union residents, additional rights apply under the
General Data Protection Regulation (GDPR).

Cookies and Tracking:

Our website uses cookies and similar tracking technologies to
improve your shopping experience, remember your preferences, and
analyze site traffic. You can control cookie settings through
your browser.

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9. INTELLECTUAL PROPERTY
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All content on the Renoura website, including but not limited to
text, images, logos, product names, formulations, brand identity,
and design elements, is the property of Renoura and is protected
by United States copyright and trademark law.

You may not copy, reproduce, distribute, or create derivative
works based on Renoura's content without express written
permission.

The Renoura name, logo, and brand identity are trademarks of
Renoura.

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10. WARRANTIES & DISCLAIMERS
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Product Performance:

Renoura makes reasonable efforts to ensure our products perform
as described. However, individual results may vary based on the
specific horse, environmental conditions, application method,
frequency of use, and other factors outside our control.

Renoura does not warrant that:

- The product will repel 100% of insects in all conditions
- Results will be immediate or consistent across all horses
- The product will resolve any specific horse health condition

Limitation of Liability:

To the maximum extent permitted by law, Renoura's total liability
for any claim related to your purchase or use of our products is
limited to the purchase price of the product giving rise to the
claim. Renoura is not liable for any incidental, consequential,
or indirect damages.

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11. GOVERNING LAW & DISPUTE RESOLUTION
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These terms are governed by the laws of the State of [INSERT YOUR
STATE], United States, without regard to conflict of law
provisions.

Any dispute arising from your use of Renoura products or this
website will first be addressed through good-faith negotiation
between the parties. If negotiation does not resolve the dispute
within 30 days, the parties agree to submit the dispute to binding
arbitration in [INSERT YOUR STATE] under the rules of the American
Arbitration Association.

You waive any right to participate in a class action lawsuit
against Renoura. All disputes must be brought individually.

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12. CHANGES TO THIS POLICY
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Renoura reserves the right to update or modify these terms at any
time. The most recent version will always be posted on our website
with the "Last Updated" date at the top of the page. Continued use
of our website or services after changes constitutes acceptance of
the updated terms.

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13. CONTACT US
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For any questions about these policies, please contact:

Renoura Customer Support
Email: customersupport@renoura.store
Response time: Within 1-2 business days

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