Return & Refund Policy

Last Updated: August 30, 2026

At Rainwick, we want you to shop with confidence. We understand that sometimes a product may not be the right fit, and we have created this Return & Refund Policy to make the process as clear and straightforward as possible.

This policy explains when returns are accepted, how to request a return, who is responsible for return shipping, how refunds are processed, and what to do if your order arrives damaged, defective, or incorrect.

By placing an order with Rainwick, you agree to the terms outlined below, subject to any rights and protections provided to you under applicable consumer protection laws.

1. Our 30-Day Return Window

Rainwick accepts eligible returns requested within 30 calendar days of the date your order is delivered.

To qualify for a return, the product should:

Be returned within the applicable 30-day period.
Be unused and in substantially the same condition in which it was received.
Include the original packaging, accessories, tags, and other components where applicable.
Be accompanied by proof of purchase or a valid order number.

Products that have been used, damaged, altered, or returned in a condition that prevents them from being resold may not qualify for a refund, except where the return relates to a defective, damaged, or incorrectly supplied product.

Our 30-day return policy does not limit any mandatory rights you may have under applicable law.

2. Return Shipping

The responsibility for return shipping depends on the reason for the return.

Reason for Return	Return Shipping
Changed your mind	Customer's responsibility
No longer want the product	Customer's responsibility
Ordered the wrong product	Customer's responsibility
Selected the wrong size or variant	Customer's responsibility
Product is defective	Rainwick's responsibility where confirmed
Product arrived damaged	Rainwick's responsibility where confirmed
Incorrect product received	Rainwick's responsibility
Order-related error caused by Rainwick	Rainwick's responsibility

For customer-initiated returns, Rainwick does not normally reimburse return shipping costs.

We recommend using a tracked shipping service when returning an item and keeping your shipping receipt until the return has been completed.

3. No Restocking Fees

Rainwick does not charge restocking fees for eligible returns.

You will not be charged an additional fee simply because you return an eligible product.

4. How to Request a Return

Please contact us before sending your product back.

Email:

info@rainwick.com

To help us process your request quickly, please include:

Your full name.
Order number.
Product name.
Reason for the return.
Photos or videos where relevant, particularly for damaged, defective, or incorrect products.

Our customer service team will review your request and provide the appropriate return instructions.

Please do not send your return to our business address or international warehouse unless we specifically instruct you to do so.

Different orders may be handled through different return facilities, so contacting us first is important.

We aim to respond to customer inquiries within 1 business day.

5. Return Authorization & Instructions

Once your request has been reviewed, we will let you know whether the return can proceed and provide the applicable return instructions.

If your return is approved, please:

Package the product securely.
Include all applicable original components and accessories.
Follow the return instructions provided by our customer service team.
Retain your shipping receipt and tracking information.

Rainwick is not responsible for returns sent to an incorrect address or returned without following the provided return instructions.

6. Product Condition

For a change-of-mind return, products should be returned in their original condition.

Customers may reasonably inspect a product to determine its nature, characteristics, and functionality. However, excessive use, damage, alteration, or handling beyond what is reasonably necessary to inspect the product may affect eligibility for a refund, where permitted by applicable law.

Products should be securely packaged to reduce the risk of damage during return transportation.

7. Damaged, Defective, or Incorrect Orders

We carefully inspect and process orders, but occasionally an item may arrive damaged, defective, or different from what was ordered.

If this happens, please contact us at info@rainwick.com as soon as reasonably possible after receiving your order.

Please provide:

Your order number.
A description of the problem.
Clear photographs or videos of the product.
Photographs of the shipping box and packaging if the item arrived damaged.

This information helps us investigate the issue with our fulfilment and shipping partners.

If the issue is confirmed to be our responsibility, Rainwick will provide an appropriate resolution, which may include:

A replacement.
A refund.
A partial refund where appropriate.
Another reasonable remedy depending on the circumstances.

You will not be responsible for return shipping costs when the return is required because Rainwick sent an incorrect, defective, or damaged product, subject to the circumstances of the case.

8. Items That Cannot Normally Be Returned

Certain products may not be eligible for return due to their nature or applicable legal restrictions.

Depending on the product, this may include:

Perishable goods.
Products that deteriorate or expire quickly.
Personalized or custom-made products.
Products made specifically according to customer specifications.
Sealed products that are unsuitable for return for health or hygiene reasons once opened.
Hazardous materials.
Gift cards.
Other products identified as non-returnable before purchase.

If you are unsure whether a product is eligible for return, please contact us before sending it back.

Nothing in this section is intended to remove any non-excludable rights you may have under applicable law.

9. Refund Process

Once your returned product has been received, Rainwick will inspect it to determine whether it meets the applicable return requirements.

After the inspection, we will notify you of the outcome.

If your return is approved, the applicable refund will be issued to the original payment method used for the purchase.

Rainwick aims to process approved refunds within 10 business days after the return has been received and approved.

After Rainwick processes the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

The exact timing can vary depending on the payment method and financial institution.

10. Refund Amounts

For an approved return, the refundable amount will depend on the reason for the return and applicable law.

For customer-preference returns, applicable shipping or other costs may not be refundable where permitted by law.

Where a product is defective, damaged, incorrect, or the result of an error by Rainwick, we will determine the appropriate refund or remedy based on the circumstances.

Where applicable law provides specific refund rights, those requirements will take precedence over this policy.

11. Exchanges

Rainwick does not generally process direct product exchanges.

If you would like a different product, size, colour, or variant, you may request a return for the original eligible item and place a new order for the product you prefer.

For products that are defective, damaged, or incorrectly supplied, please contact us before placing a new order so we can determine the appropriate solution.

12. Orders Returned to Sender

A shipment may be returned to us because of customer-related circumstances, including:

Refusal of delivery.
Failure to collect a package.
An incorrect or incomplete delivery address.
Repeated failed delivery attempts caused by the recipient.
Other circumstances where the carrier is unable to complete delivery due to customer-provided information or customer action.

If an order is returned to us for these reasons, an administration and shipping fee of $22.00 USD may be deducted from the applicable refund where permitted by law.

Any remaining eligible refund will be processed in accordance with this policy.

This fee will not apply where the return to sender resulted from an error or failure attributable to Rainwick or where applicable law prohibits such a deduction.

13. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information during checkout.

If you notice that your shipping address is incorrect, please contact us at info@rainwick.com immediately.

Because orders may enter processing shortly after purchase, we cannot guarantee that an address can be changed before dispatch.

If an order has already been shipped, additional shipping costs or delays resulting from incorrect or incomplete information supplied by the customer may be the customer's responsibility, subject to applicable law.

14. Lost or Delayed Packages

If your order appears to be delayed, please first review the tracking information provided with your shipping confirmation.

If tracking has stopped updating or you believe your package may have been lost, contact us at:

info@rainwick.com

Please provide your order number so that we can investigate the shipment.

Rainwick may work with the relevant carrier or fulfilment partner to determine the status of the shipment and identify an appropriate resolution.

If a package is confirmed to be lost, we may provide a replacement, refund, or another appropriate resolution depending on the circumstances and applicable law.

15. Cancelling an Order

If you need to cancel an order, please contact us as soon as possible after placing it.

Our fulfilment process may begin shortly after an order is submitted, which means we cannot guarantee that a cancellation request can be completed before processing or dispatch.

If the order has already been dispatched, you may still have applicable return or cancellation rights depending on the circumstances and the laws that apply to your purchase.

Please contact:

info@rainwick.com

as soon as possible if you need to cancel an order.

16. Promotional & Sale Products

Unless otherwise stated, products purchased during a sale, promotion, or discount campaign remain subject to the same applicable return and consumer protection rights as products purchased at regular price.

A promotional price does not remove or reduce any mandatory consumer rights.

Certain promotional offers may have specific terms disclosed at the time of purchase.

17. Consumer Rights

This Return & Refund Policy is intended to explain Rainwick's standard return procedures.

It does not limit, exclude, or replace any rights that cannot legally be excluded under applicable consumer protection laws.

If you receive a product that is defective, damaged, materially different from its description, or otherwise does not meet applicable legal requirements, you may have additional rights or remedies.

Where applicable law provides rights that differ from this policy, the applicable law will prevail.

18. Questions About Returns or Refunds?

Our customer service team is available to help with questions regarding returns, refunds, damaged products, defective products, incorrect orders, and delivery issues.

Email:
info@rainwick.com

We aim to respond within 1 business day.

Customer Service Hours

Time Zone: GMT-06:00

Monday–Friday: 09:30–18:00
Saturday: 12:00–17:00
Sunday: Closed