Returns and Refunds Policy

At RAFRAY, we are dedicated to ensuring your complete satisfaction with our products. If for any reason you are not happy with your purchase, we offer a comprehensive return and refund policy.

1. Return Policy

You have 30 calendar days to return an item from the date you received it.

Eligibility for Returns To be eligible for a return, please ensure that:

  • The item must be unworn, unused, and unwashed.

  • The item must be in the same condition that you received it, with all original packaging intact.

  • You must have the receipt or proof of purchase.

Non-returnable Items For hygiene reasons, we cannot accept returns on items that have been worn, used, or washed.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Form: Complete the return request form located at the bottom of this page. Provide your order number, item(s) you wish to return, and the reason for the return.

  2. Return Authorization and Instructions: After submitting the form, we will review your request. If your return is accepted, we’ll provide you with a Return Authorization (RA) number, a prepaid return shipping label, and detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This will allow us to evaluate the issue and make it right. Customers must report any damage due to shipping or defects within 48 hours of receiving the item.

4. Refunds Policy

Once we receive your returned item, we will inspect it and notify you of the status of your refund.

Conditions for Refunds

  • If your return is approved, we will process a refund to your original method of payment.

  • You will receive the credit within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

Partial Refunds Partial refunds may be granted in the following situations (if applicable):

  • Any item not in its original condition, damaged, or missing parts, except in cases where damage occurred during shipping or the item arrived defective. Customers must report any damage due to shipping or defects within 48 hours of receiving the item. To qualify for a full refund or exchange in such cases, the item must not be used or worn, and the customer should retain the original packaging for verification.

  • Any item that is returned more than 30 days after delivery.

5. Exchanges and Replacements

If you would like to exchange an item for a different size, variation, or a different item altogether, please indicate your preference in the contact form or email us at returns@rafray.store with the details. Exchanges are subject to product availability. We also replace items if they are defective or damaged. All exchange requests must adhere to our standard return conditions and be made within the 30-day return period.

6. European Union 14-Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. To qualify for a return under this cooling-off period, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

7. Shipping Costs

  • Return Shipping Costs: RAFRAY covers the cost of return shipping. We will provide a prepaid shipping label for your return.

  • Refunded Shipping Costs: If a refund is issued due to our error (such as receiving an incorrect or defective item), the cost of the original shipping will also be refunded.

8. Late or Missing Refunds

If you haven’t received a refund yet, please check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us using the contact form below or email us at returns@rafray.store.

9. Contact Us

For any questions about our Returns and Refunds Policy or to initiate a return, please complete the contact form below or email us at returns@rafray.store.