This Returns & Refunds Policy explains your rights when you buy from Rapha Organics Limited ("we", "us", "our") at www.rapha-organics.com. It forms part of our Terms & Conditions.
1. Your right to cancel (cooling-off period)
Because you are buying online, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason.
To cancel, email us at hello@rapha-organics.com with your name and order number before the 14-day period ends. You then have a further 14 days to return the goods to us.
2. Important exception for cosmetic and hygiene products
For health and hygiene reasons, sealed cosmetic products that have been unsealed or used cannot be returned once the seal is broken, unless they are faulty. This is permitted under the Consumer Contracts Regulations 2013.
This means:
- Unopened, unused products with the seal intact can be returned within the cancellation period.
- Opened or used products cannot be returned unless they are faulty or not as described.
3. How to return an item
- Email hello@rapha-organics.com with your order number to let us know you wish to return.
- We will confirm the return address and any instructions.
- Package the item securely, with the original packaging where possible.
- Return it to us within 14 days of telling us you wish to cancel.
Unless the item is faulty, you are responsible for the cost of return postage. We recommend using a tracked service, as you are responsible for the item until it reaches us.
4. Refunds
- We will refund you within 14 days of receiving the returned goods (or earlier, of receiving evidence you have sent them back).
- Refunds are made to your original payment method.
- We refund the price of the goods and standard delivery. We are not required to refund any extra cost if you chose a more expensive delivery option.
5. Faulty or damaged goods
If your item arrives faulty, damaged, or not as described, please contact us within a reasonable time at hello@rapha-organics.com with your order number and a photo if possible. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement, or refund, and we will cover return postage for faulty items.
6. Presale orders
If you placed a presale order, you can cancel for a full refund at any time before dispatch. Once you receive your order, the standard rights above apply.
7. Contact us
For anything to do with returns or refunds, email hello@rapha-organics.com.