Refund policy

We want you to love what you have ordered so if something isn't right please contact us via email at customercare@raasay.com.au to organise a return.

For valid returns we offer either: 
- a refund of the product purchase price excluding shipping costs; or 
- an exchange for an available product of the same value.

Please note that the following conditions must be met in order to submit a valid return:

• product must be returned within 30 days of purchase;
• all tags must remain attached;
• product must be in the same condition that you received it, unworn or unused (other than for the purposes of trying the product on), damaged, washed or altered in any way - please note that make-up on a product is considered damage; and
• customers must organise and cover the cost of return shipping. RAASAY will not be responsible for any costs associated with the return of a product.

We reserve the right to reject any returns that do not comply with the above conditions.

Prior to returning the product to RAASAY please contact us at customercare@raasay.com.au detailing the return request and preference for a refund or exchange. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customercare@raasay.com.au. 

Quality issues
Please inspect your order upon delivery and contact us immediately (within 48 hours of receiving your order) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We warrant that we will use our best commercial endeavours to supply products which are of satisfactory quality and are fit for the purpose for which products of that nature are commonly supplied.

If you believe that the product is defective, you should not make any further use of the product before returning it to us.

Refunds
Once your return is received, we will assess the product to ensure it complies with our policy including the conditions set out above and an outcome will be provided to you in writing via email within 7 business days.

If a refund was requested and the outcome is a valid return then we will process your refund as soon as possible. Please note that refunds may take up to 10 business days to appear in your account. 

Exchanges
Exchanges are subject to availability once your return is assessed as valid. We do not reserve items. If we are unable to provide a requested exchange following a valid return we will be in contact with you via email to organise a refund.