When you purchase goods from us, the purchase will be subject to certain laws including the Australian Consumer Law (“ACL”). The ACL gives you certain rights that cannot be excluded such as that the goods are of acceptable quality, reasonably fit for the purpose and are in accordance with any applicable description.
Change of mind returns (other than defective products)
Please note: We are unable to facilitate exchanges for online orders, so we suggest returning the item for a refund and re-purchasing the correct item.
RAEN offers returns for Australian orders. We will happily refund your item provided the item is returned within the return period and the item and its packaging are in original condition with the original tag attached. You can return your order within 4 weeks from the date of purchase.
Please make sure you place any labels or stickers on the outside of the parcel (not directly on the box). Please note that returns will not be accepted if stickers are stuck directly on any product packaging as all returns need to be received in a re-sellable condition.
Returns are not available for free, promotional items or SALE items. If a free, promotional item or SALE item is deemed faulty, we will offer a suitable replacement.
Once we have received your return at our warehouse, please allow 14 business days for processing.
Defective products
Defective Products can be returned to us within a reasonable timeframe subject to providing us with proof of purchase or alternatively where we have details of your purchase in our records. We will provide a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
International Returns
We are unable to facilitate exchanges for international orders, so we suggest returning the item for a refund and re-purchasing the correct item. Please note, all international return shipping costs are at the expense of the customer, and we recommend using a tracked method to ensure safe arrival. Once we have received the item/s back to our warehouse, please allow 3-5 business days for your return to be processed.
