Refund policy

refund and exchange policy

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, as long as the following conditions are met.

eligibility for a return or exchange

  • the item must be unused, undamaged and in its original condition.
  • the original packaging and labelling must be intact.
  • the product must be complete, with no missing parts or accessories.
  • you must let us know and return the item within 7 days of delivery.

please note: unless the item is faulty or doesn't match the description or images on our website, the cost of returning the item is the responsibility of the purchaser. this includes the return of gifted items.

damaged or faulty items

if your piece arrives damaged, please contact us within 7 days of delivery with photos of the damage.

if a product becomes faulty because of materials or workmanship within 6 months, we may offer a repair, exchange or refund, as long as the issue was not caused by:

  • normal wear and tear
  • improper care, misuse or alterations
  • environmental exposure (for example water, sunlight, heat or 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 we can. the cost of sending the piece to our studio in johannesburg (and back to you) is the responsibility of the customer. we'll assess the piece and let you know whether a repair is possible and what it will cost.

processing returns

once your returned item has been received and approved, we'll offer either:

  • a refund, or
  • a voucher or credit to use on a future purchase

we may decline a return if the item arrives damaged, incomplete or in a condition we can't resell.

incomplete returns

if any parts or accessories are missing, we may:

  • decline the return
  • offer a partial refund or credit based on what's missing
  • offer a replacement for a reduced fee

questions?

please email hello@rachaelwild.co.za before sending anything back, and we'll help.