Return & Refund Policy

At Ryan & McKenzie, we strive to provide our customers with a transparent and reliable shopping experience. This policy outlines the conditions for returning products and requesting refunds. By placing an order through our website, you confirm that you have read, understood, and agreed to the terms described below.

1. Return Period

Customers may request a return for eligible items within 30 days after the order has been delivered, provided that all requirements described in this policy are satisfied.

2. Conditions for Returning Products

To be eligible for a return, the product must meet the following criteria:

The item must not have been used, worn, or damaged.
It must be returned in the exact condition in which it was received.
All original packaging, tags, and labels must still be attached.
The return request must be submitted within the allowed 30-day return period.
The return must first be approved by our customer support team.

Fitting note: Trying on clothing items to check size or fit, similar to fitting in a retail store, is acceptable. However, if returned items show signs of washing, wear, makeup stains, or damage, a reduction in value may be applied.

3. Items That Cannot Be Returned

For health, safety, and hygiene reasons, certain products are strictly non-eligible for returns once opened or used, including:

Items with broken hygiene seals.
Intimates, underwear, shapewear, and bras if the hygiene seal has been removed.
Custom-made or personalized products.
Products that were damaged due to consumer misuse or improper handling.

4. Return Shipping and Restocking Fee

All approved returns must be shipped to our designated central logistics facility. Please note that return shipments are sent internationally and transit time can take several weeks depending on destination and customs processing.

Customer Responsibilities (change-of-mind returns):

Covering the full cost of return shipping.
Selecting a reliable shipping carrier capable of handling customs procedures.
Paying any applicable customs duties, taxes, or import charges associated with the return shipment.
Providing accurate customs documentation.

Ryan & McKenzie cannot be held responsible for return shipments that are delayed, refused, or lost due to customs issues or incorrect shipping procedures.

If your item arrived defective, damaged, or incorrect, Ryan & McKenzie will cover the cost of return shipping in addition to waiving the restocking fee described below, subject to verification by our support team. We will provide a prepaid shipping label or reimburse verified return shipping costs in these cases.

Restocking Fee: A 15% restocking fee will be applied to all approved change-of-mind returns to cover inspection, handling, and processing costs. This fee also applies to unopened packages, orders refused at delivery, and unclaimed packages returned automatically.

Exception: The restocking fee is waived if the product arrived defective, damaged, or incorrect, subject to verification.

5. Return Address

Return shipments must only be sent to the specific address provided by our customer support team after a return request has been formally approved. Returns sent to any other address cannot be processed, accepted, or refunded.

6. How to Request a Return

To start a return request, please contact our support team via email at info@ryanandmckenzie.com with the following details:

Your order number.
The item(s) you wish to return.
The specific reason for the return.
Clear photos of the item (mandatory if the product arrived damaged or incorrect).
Your full name and shipping address.

Our support team will review your request and respond with further instructions within 24 business hours (Monday–Friday).

7. Order Cancellation

Orders can be cancelled within 30 minutes of completing your purchase. Once an order enters our processing stage, it can no longer be cancelled. After delivery, you are welcome to initiate a return following our standard return process.

8. Refund Procedure

Once your returned product is received and inspected at our facility:

You will be notified regarding the approval status of your inspection.
If approved, the refund will be issued directly to your original payment method.
Refunds are processed within up to 10 business days of receipt and inspection, depending on your bank or financial institution. Please note this timeline begins once the returned item arrives at our facility, not from the date it is shipped — international return transit is separate and can take several weeks.

Please note: The 15% restocking fee (where applicable) will be deducted from the refund total. Original shipping costs and optional insured shipping selected at checkout are strictly non-refundable. This does not apply to verified defective, damaged, or incorrect items, for which the full item cost is refunded.

9. Discounts and Partial Returns

If your order included a promotional discount (such as multi-buy deals or spend-and-save offers) and a partial return is processed:

Discounts will be recalculated based strictly on the items that remain kept, rather than the original order contents.
If returning an item disqualifies the original order from a promotion, the discount value will be deducted from your final refund amount.

10. Store Credit

In specific operational situations or as a goodwill solution, we may offer store credit in the form of a unique discount code. Store credit cannot be redeemed for cash, is non-transferable, and may only be issued once per order.

11. Failed Delivery or Incorrect Address

If a package is returned to us due to an incorrect or incomplete shipping address provided during checkout, we can arrange a reshipment once the parcel returns to our facility and correct details are confirmed, or offer store credit as a goodwill solution.

12. Policy Updates

Ryan & McKenzie reserves the right to modify or update this Return & Refund Policy at any time. Changes take effect immediately upon publication on our website.

13. Contact Information

Store name: Ryan & McKenzie

Company name: Yusuf Agir LLC

Registration Number: 42-3392831

Business Address: 439 Littleton Rd, Westford, MA 01886 United States.

Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China.

Email: info@ryanandmckenzie.com

Phone: +1 781 675 8722

Customer Service Hours:

Monday to Friday: 9am - 6pm (ET)

Saturday and Sunday: Closed