Our Returns Policy
If you wish to return an item from your order it must be arranged within 21 days of your Order Purchase Date. All items are inspected on arrival at our offices. Please make sure your item(s) are:
- Unworn; and
- Original tags still attached
If you believe your item is acceptable for return, you will need to fill out the Returns Form and then a team member will contact you with instructions within 2 business days of receiving your request.
All returns will be issued a Store Credit (see below for more info)
REC GEN will only provide you with a full refund of the product you purchased from us online if the product:
- Is deemed faulty, not of acceptable quality, or unsafe; or
- Does not match descriptions made on the site, or given to you by any REC GEN representative.
There are strictly no refunds on sale items unless the product is damaged or faulty. Exchanges on sale items are only granted by a REC GEN team member and are subject to stock availability.
Once we have received your approved returned items at one of our offices, our team will work quickly to issue you a Store Credit code. This code doesn't expire!
How do I get it?
It will be emailed to you directly to the email address you provided in your original order.
How do I apply it?
At the checkout enter the code in the "gift voucher or discount code", then click apply. Please ensure the code has been entered in it's entirety with no spaces at the beginning or end. Contact our Customer Service team if any issues occur.
Damaged or Faulty Items Return Policy
Although a lot of care is made with the production and design of our products, we always want you to be happy with your purchase.
If you believe that an item you have received from REC GEN is faulty, not of acceptable quality or unsafe, please email [email protected] with this information:
- Photos that clearly show what you believe to be faulty about the product
- Proof of purchase of the item
Any unclear photos and/or a proof of purchase that does not clearly show the date and the location of purchase will not be accepted.
Once we have received this information we will then process your request as quickly as possible to determine whether the product is faulty.
*Please note that not all issues are faults of the product. Some instances can be caused by general usage of the product or if the product has not been handled in accordance with the care instructions - and as a result, may not be determined as faulty.
Return Request - Processed
All requests are processed within 2 business days of receiving your returned parcel.
It can sometimes take up to 2 weeks to arrive at our Los Angeles or Sydney office depending on the starting location.
If it has been longer than 2 weeks since you have returned your item(s) and you haven’t heard from us, please check your junk email and check the inbox of the email account you used on your order.
If you still cannot find confirmation from us of the return, please contact [email protected] with details of your return. This includes:
> Your Order Number
> Item(s) you returned
> Any available tracking information
The team will review your information and find out whats going on with your parcel.