Refund policy

Refund & Exchange Policy

At Rachael Wild, we want you to be completely happy with your piece. If, for any reason, you’re not satisfied with your order, we offer exchanges or returns, provided the following conditions are met:

Eligibility for Return or Exchange

  • The item must be unused, undamaged, and in its original condition.

  • Original packaging and labelling must be intact.

  • The product must be complete, with no missing parts or accessories.

  • You must notify us and return the item within 7 days of delivery.

Please note: unless the item is faulty or doesn’t match the product description or images on our website, the cost of returning the item will be the responsibility of the purchaser. This includes the return of gifted items.

Damaged or Defective Items

If your piece arrives damaged, please contact us within 7 days of delivery with photos of the damage.
If a product becomes defective due to materials or workmanship within 6 months, we may offer a repair, exchange, or refund — provided the issue is not caused by:

  • Normal wear and tear

  • Improper care, misuse, or alterations

  • Environmental exposure (e.g. water, sunlight, heat, humidity)

  • Acts of nature or criminal acts

Repairs

If a piece is damaged after delivery and you'd like it repaired, we’re happy to help where possible.
The cost of shipping the piece to our studio in the Drakensberg (and back to you) will be the responsibility of the customer. We’ll assess the item and advise on repair feasibility and cost.

Processing Returns

Once your returned item is received and approved, we’ll offer either:

  • A refund, or

  • A voucher/credit to use on a future purchase

We reserve the right to decline a return if the item is received in a damaged, incomplete, or unsaleable condition.

Incomplete Returns

If any accessories, parts, or elements are missing, we may:

  • Refuse the return

  • Offer a partial refund or credit based on the missing value

  • Provide a replacement for a reduced fee

Questions?

Please contact hello@rachaelwild.co.za if you have any queries before shipping something back. We’re here to help.