Shipping and Delivery Terms

In Antananarivo

The delivery of products will be made to the address specified by the customer at the time of the order. As an indication, and without Renala being bound by this timeframe, the average delivery time for products in Antananarivo is estimated at 24 to 48 working hours from the date of order confirmation and payment receipt. In case of unavailability (out of stock, etc.), the customer will be informed as soon as possible.

Once the package is handed over to the delivery service, the delivery agent will contact the customer to confirm the delivery date and time. If the package is returned due to an incomplete address, the reshipping costs will be borne by the customer.

Renala cannot be held responsible for any delivery delays due to the unavailability of the customer, the delivery agent, or any other causes beyond its control (weather conditions, strikes, etc.).

The customer is required to check the condition of the package upon delivery and report any damage to the delivery agent on the delivery note, as well as to Renala, with a photo as proof at the time of delivery.

In the Provinces

For any order to be shipped outside Antananarivo, the delivery cost will be displayed on the order confirmation page. Delivery will be made to the address specified by the customer during the order validation process. Renala commits to handing over the customer’s order to Colis Express or an equivalent service provider within 48 working hours following order confirmation and payment receipt.

Renala cannot be held responsible for any delivery delays due to the unavailability of the customer, the carrier, or any other causes beyond its control (weather conditions, strikes, etc.).

The customer is required to provide a complete address and a valid phone number when confirming the order. If the package is returned due to an incomplete address, the reshipping costs will be borne by the customer.

The customer must check the condition of the package upon delivery and report any damages to the carrier on the delivery receipt, as well as to Renala, within two working days, with photo evidence.

Product Returns

In Antananarivo

Any issue (damaged package or defective product) noticed upon delivery must be reported to the delivery agent on the delivery receipt, as well as to Renala, with photo evidence. If the defect is confirmed, Renala will provide prior approval and handle the return of products directly through the delivery agent. Renala will either proceed with an exchange or credit the value of the returned products to the customer's account, which will be deducted from future orders.

Once the products are accepted by the customer after delivery, no further claims regarding apparent defects can be made. The products will then be considered free of any visible defects.

In the Provinces

Any issue (damaged package or defective product) noticed upon delivery must be reported to the carrier on the delivery note, as well as to Renala, within two working days after receipt, with photo evidence. The customer must obtain prior approval from Renala before returning any products. Any claims made beyond this deadline will be rejected, and Renala will be released from any liability.

If the defect is confirmed and the return is approved, Renala will cover the return shipping costs. However, if the customer chooses to return the order using a different carrier, they will not be eligible for a refund of the return shipping costs.

If the product is confirmed to be defective, Renala will either proceed with an exchange or credit the value of the returned products to the customer's account, which will be deducted from future orders.