Runway Room

I run an ongoing maintenance retainer on Runway Room’s Shopify store, delivered white label with Luxury Marketing House. It is the steady kind of work, keeping a live store healthy month to month rather than rebuilding it, and most of it never makes a case study. This bit did.

Runway Room are an Australian cosmetics brand selling on Shopify in more than a hundred and ninety currencies, including euros and sterling, and shipping into the EU. That last part is what created the problem.

EU Directive 2023/2673 requires an electronic way for a customer to withdraw from a purchase inside the fourteen day cooling off period. Their refund policy only covered items that arrived damaged or mis packed, so a store actively selling into the EU had no right of withdrawal at all, and the deadline for it had already passed.

I wrote and shipped the right of withdrawal terms, the model withdrawal form and the refund policy changes, and put them where a customer would actually find them rather than three clicks down. It is not work that photographs well. It is the kind that quietly stops a store having a problem it does not yet know it has.