Return & Refund Policy
At Ryan & McKenzie, we aim to provide customers with a clear and transparent shopping experience. This policy explains the conditions for returning items and requesting refunds. By placing an order through our website, you confirm that you have read and accepted the terms outlined below.
1. Return Window
Customers may request a return for eligible products within 30 days after the order has been delivered, provided that all conditions listed in this policy are met.
2. Requirements for Returning Items
To qualify for a return, the product must meet the following conditions:
- The item must be unused, unworn, and undamaged
- It must be returned in its original condition
- All original labels, tags, and packaging must be included
- The return request must be submitted within the return period
- The return must be approved by our customer support team before shipping
Trying on items for size and fit, similar to a retail store fitting, is not acceptable — items showing signs of wear will not be accepted for return.
3. Non-Returnable Items
Certain items cannot be returned. These include:
- Products with broken hygiene seals, including underwear, shapewear, and bras once the seal has been removed
- Custom-made or personalized items
- Items that have been damaged due to improper handling or misuse
4. Return Shipping and Restocking Fee
All approved returns must be shipped to our overseas fulfillment warehouse.
Customers are responsible for:
- The full cost of return shipping
- Choosing a shipping service capable of handling customs clearance
- Paying any customs duties, taxes, or additional fees
- Ensuring accurate customs documentation for the shipment
Ryan & McKenzie cannot be held responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping procedures.
Restocking Fee
A 15% restocking fee applies to all approved change-of-mind returns. This fee covers the inspection, handling, and restocking of returned items, and also applies to:
- Unopened packages
- Orders refused upon delivery
- Parcels that remain unclaimed and are automatically returned
Damaged or Defective Items
If your item arrives damaged or defective, we cover the return shipping cost and the restocking fee is waived.
5. Return Address
Return shipments must be sent only to the address provided by our customer support team after your return is approved. Returns sent to any other address cannot be processed or accepted.
6. How to Request a Return
To initiate a return, email us at info@ryanandmckenzie.com with:
- The item(s) you wish to return
- The reason for the return
- Photos of the product (required if damaged or incorrect)
- Your full name and shipping address
- Your order number
Our support team will respond with return instructions within 12–24 business hours.
Exchanges: Yes, we offer exchanges. The fastest way to get a different size, color, or item is to return your original order through our standard return process and place a new order for the item you want. For exchanges, we cover the return shipping cost and the 15% restocking fee is waived.
7. Order Cancellations
Orders may be cancelled within 30 minutes of purchase. Once an order enters processing, cancellation is no longer possible. After delivery, customers may request a return according to this policy.
8. Refund Process
Once your return is received and inspected, you'll be notified of the outcome. If approved, refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.
Please note:
- The 15% restocking fee will be deducted when applicable
- Original shipping costs are non-refundable
- Optional insured shipping selected at checkout is also non-refundable
9. Discounts and Partial Returns
If your order included a promotional discount (for example, our bundle savings — buy 2, 3, or 4+ items for an extra discount) and part of the order is returned, the refund amount may be adjusted.
Discounts are recalculated based on the items that remain after the return, not the items originally purchased. If returning products causes the order to no longer qualify for the original bundle discount, that discount will be removed and the refund recalculated accordingly.
Return shipping costs remain the customer's responsibility, and the 15% restocking fee may still apply.
10. Store Credit
In certain situations, we may offer store credit in the form of a discount code instead of a refund, at our discretion. Store credit issued this way:
- Is non-refundable
- Can only be issued once per order
- Can be used toward a future purchase on our website
- Cannot be exchanged for cash or transferred to another order
11. Failed Delivery or Incorrect Address
If a package is returned to us due to an incorrect or incomplete shipping address provided at checkout, we may:
- Arrange a reshipment once the parcel is back at our warehouse and the correct address is confirmed, or
- Provide store credit as a goodwill solution, depending on the situation
If returned items are not in their original condition, a value reduction may apply.
12. Policy Changes
Ryan & McKenzie reserves the right to update or modify this policy at any time. Any changes become effective immediately upon being published on the website.
13. Contact Information
If you have questions about this Return & Refund Policy, please contact us:
📧 info@ryanandmckenzie.com 📞 +1 781-675-8722 Hours: Monday–Friday, 9am–6pm (ET)
14. Company Information
Store name: Ryan & McKenzie
Company name: Yusuf Agir LLC
Registration Number: 42-3392831
Business Address: 34 Amanda Rd, Sudbury MA 01776 United States.
Warehouse Address: 439 Littleton Rd, Westford, MA 01886 United States.
Email: info@ryanandmckenzie.com
Phone: +1 781 675 8722
Customer Service Hours:
Monday to Friday: 9am - 6pm (ET)
Saturday and Sunday: Closed