Holding, Delivery, Collection & Refund Policy

1. Holding of items

Items reserved through RE(YOU)S (including paint, equipment, and storage units) are held temporarily while delivery or collection is being arranged.

We are unable to hold items indefinitely.

2. Delivery & collection arrangements

Delivery or collection can only be confirmed once:

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• availability has been agreed by both parties, and

• a specific date and time slot is confirmed.

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Without confirmation, items remain on hold and are not delivered or released.

3. Timeframe for confirmation

Once an order has been completed, RE(YOU)S will make contact to arrange delivery or collection.

If delivery or collection cannot be confirmed within 14 calendar days of the first contact attempt, items will:

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• be returned to the reuse pool, and

• any tokens used will be credited back to the member’s token balance.

The 14-day timeframe is not reset by missed calls or follow-up messages.

4. Contact attempts

Contact may be made via phone call, text message, WhatsApp, or email.
A contact attempt is considered valid once made or sent, regardless of whether it is responded to.

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The confirmation window begins from the first contact attempt.

5. Paint-specific handling

Paint is treated as a time-sensitive resource due to storage limits, shelf life, and batch availability.

If delivery or collection of paint is not confirmed within the 14-day timeframe:

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• the paint will return to the reuse pool, and

• tokens used will be credited back.

6. Delivery costs (how they work)

Delivery charges are applied at checkout when delivery is selected.
Placing an order with delivery selected confirms that delivery has been triggered and arranged at that point.

RE(YOU)S operates two separate delivery charges:

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• Item delivery charge – for reuse items such as equipment or storage units

• Paint delivery charge – covering sourcing, redistribution, transport, and handling of paint

These charges are separate and may both apply.

7. Non-refundable delivery costs

Delivery charges are non-refundable where delivery has been correctly triggered at checkout, even if:

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• delivery or collection cannot be completed, or

• items return to the reuse pool, or

• tokens are refunded or credited back

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This reflects real logistics and handling costs already incurred by RE(YOU)S.

8. Where delivery cannot be completed due to a RE(YOU)S issue

If delivery cannot be completed due to an issue on the RE(YOU)S side (for example, an item is damaged, unusable, or unsuitable):

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• tokens will be credited back, and

• delivery charges will be refunded, and

• An alternative item may be offered where available.

Members will not be disadvantaged due to issues within our control.

9. Token refunds (including purchased tokens)

Where items return to the reuse pool or delivery cannot be completed:

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• tokens are credited back to the member’s RE(YOU)S token balance

• this applies whether tokens were allocated or purchased

Tokens are not refunded as cash and cannot be exchanged back into money once issued.

10. Limits on active holds

To keep resources moving fairly, members may only have one active hold period at a time.

New items cannot be reserved while existing items remain unconfirmed.

11. Returned items

Once items are returned to the reuse pool, they become immediately available to other members and cannot be re-reserved unless they are still available at a later date.

12. Delivery & collection hours

Delivery and collection take place:

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• Monday to Friday, 9am–5pm

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Limited weekend slots may be offered on a pre-scheduled basis and will be communicated in advance.

Availability outside these hours is treated as incompatible availability for the purposes of confirming delivery.

13. Holiday periods and closures

During scheduled closures (including Christmas and holiday periods), RE(YOU)S does not process orders, arrange deliveries, or complete collections.

Where a confirmation window overlaps with a closure:

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• the 14-day timeframe is paused, and

• resumes from the next working day following our return.

No ad-hoc deliveries take place during closures.

14. Where RE(YOU)S exceeds the timeframe

If delays occur due to RE(YOU)S capacity or operational issues:

• the confirmation window is paused or reset, and

• members will not be disadvantaged.