REENCLE RETURNS AND REFUND POLICY (UK)

This policy applies to all REENCLE units purchased directly from reencle.co.uk. If you purchased your product through a retailer, please follow their return policy. We cannot process returns for retailer purchases.

1. Direct Purchase Returns

1.1 14 Day Right to Cancel

You have 14 days from the date of delivery to cancel your order for any reason. You are responsible for return shipping and for ensuring the product is packaged safely for transport. The original box is strongly recommended as REENCLE is a heavy electrical appliance.

If the unit has been used, contains compost residue or requires professional cleaning, a £75 cleaning fee will be deducted from your refund. Additional deductions may be applied if the product has been handled beyond what is reasonably necessary to determine its nature, characteristics and functioning.

The REENCLE starter kit becomes fully consumed during normal operation. During the 14 day cancellation period, we do not deduct the value of the starter kit itself. Any deductions will only relate to actual diminished value caused by use or contamination.

Refunds are issued to your original payment method once the unit has been received, inspected and any applicable deductions have been applied.

1.2 Returns Between Day 15 and Day 30

Returns between 15 and 30 days from delivery will be accepted for products purchased directly from our website.

The unit may be returned unused or used. A £75 cleaning fee will be deducted for used units due to the need to remove compost and professionally clean the internal components. Return shipping is the customer’s responsibility unless otherwise agreed.

Units must be returned with all accessories and packaging where possible. Missing items may be deducted from your refund. Change of mind returns are not accepted after 30 days.

2. Faulty Products and Warranty Claims

All REENCLE units purchased from reencle.co.uk are covered by a two year manufacturer warranty against defects in materials or workmanship.

Before arranging a return, we may request photos, videos or simple diagnostic checks to confirm whether the issue relates to a product defect or to incorrect use or biological imbalance, such as anaerobic composting or contamination.

2.1 If a Fault Is Confirmed

If the issue is confirmed to be a genuine manufacturing or hardware fault:

Reencle will cover all return and replacement logistics

We will arrange collection 

You must supply packaging and make sure the product is protected correctly.

We will repair or replace your unit at no cost

You will be responsible for storing and keeping your compost during this period. Compost can be removed and stored for months if done correctly, then reused once your refurbished unit is returned.

Please see instructions HERE for how to store you compost starter. If you do not store it correctly you may need to purchase a new compost starter kit

2.2 If No Fault Is Found

If inspection shows the issue is caused by incorrect operation, misuse, contamination or biological failure rather than a product defect:

• Return shipping is the customer’s responsibility
• Cleaning and refurbishment charges may apply
• A new starter pack may be required at the customer’s cost
• A refund may be refused if the product is returned in an unsellable condition

3. Packaging and Safe Transport

REENCLE weighs approximately 10 kilograms and must be packaged securely.

If the unit is faulty:

We will arrange safe collection, you must pack the product safely for shipping including appropriate protection.

If the unit is not faulty:

You must package the item securely and you carry the transit risk. Damage caused by poor packaging may result in deductions or refusal of refund.

4. Removal and Storage of Microbes

Before returning your REENCLE for refurbishment, cleaning or inspection, you must remove the internal microbes and store them safely. These microbes can be reused when your unit is returned to you.

Full instructions for safe microbe storage are provided on our website. It is the customer’s responsibility to follow these instructions.

If microbes are not removed or are stored incorrectly and become unusable, a new starter pack will be required. If the return is not due to a confirmed product fault, the cost of a replacement starter pack will be the customer’s responsibility.

 

5. Preparing Your REENCLE for Return

To ensure safe transport and successful refurbishment, you must remove and keep your microbes before returning your REENCLE. These microbes are needed when your refurbished or repaired unit is returned to you.

Please follow these steps - you can find full instructions HERE

Remove all remaining microbes from inside the unit and place them in a sealed zip lock bag. These microbes must be stored safely by you for reuse.

Remove all food waste.

Ensure any food inside the machine has been fully decomposed.

Unplug the unit and scoop out all remaining by product. Place it into a sealed container or bag and store it in a cool ventilated place until disposal or reuse.

Units must be returned free from loose food, liquid and active compost. Units returned in an unclean condition may be subject to the £75 cleaning fee unless the return is due to a confirmed product fault.

Important: If you do not store the microbes correctly, or if they become unusable, you may need to purchase a new starter pack at your own cost.

6. Condition of Returned Units

Returned units must include all accessories such as shovels, filters and adapters, as well as manuals and documents. Missing items may be deducted from the refund. Units must be returned in safe packaging. If you no longer have the original box, please contact us so we can advise on suitable alternatives.

7. Refund Process

Once your unit arrives at our warehouse:

Inspection will take 5 to 15 business days

Refunds will be issued to your original payment method

Your bank may take up to 30 days to apply the funds

8. Retail and Authorised Seller Returns

If you purchased your REENCLE from a retailer or authorised seller, please contact them directly and follow their return policy. We cannot process returns for retailer purchases.

9. Non Returnable Items

For health and safety reasons, the following items cannot be returned once opened:

• ReencleMicrobe
• Filter refills
• Carbon filters
• Reencle stands
• Any used or opened consumables

Unopened items may be returned within 30 days at your cost.

10. How to Start a Return

Contact REENCLE Support to request an RMA number at info@reencle.co.uk

Follow the return instructions provided by our team.

Returns sent without an RMA or ASN may be rejected or returned at your cost.