If for any reason you are not happy with the goods you have chosen please ensure you notify us within 7 days. We will be happy to refund you or exchange them for alternative products. We will not accept claims for goods received as faulty after this period.
Damaged, Incorrect or Defective Items
If goods are damaged in transit to you we will replace at no cost with free delivery, on receipt of the damaged goods. We will pay the return shipping costs in any instances where the return is a result of our error (you received an incorrect or defective item, etc.). All packaging materials must be retained and used to return the goods as they were dispatched. Damaged, incorrect or defective items returned will be inspected, and if not considered as such, will be returned to the customer at the customer’s expense. We will not accept extra charges for courier services or guaranteed next day services for damaged, incorrect or defective items returned.
Items must be returned in the condition they were received. Any items returned in less than perfect condition will be sent back at the customer’s expense. We reserve the right to refuse a returned product if reasonable care has not been taken to preserve the exact same condition in which the item was received, or if it has been washed, used, contains smells (e.g. perfume, smoke, etc.), has been marked or is dirty, or has not been returned to Raspberry Scarf in accordance with our specified return procedure.
Exchanges & Refunds
If you are returning an item to us for an exchange or a refund (rather than for damaged, incorrect or defective items) carriage charges will be the paid by the customer. The item is your responsibility until it reaches us.
Please note that any items returned to us that arrive damaged, or returns which may be lost in transit will not be refunded. If the package is lost or stolen, you are responsible for claiming compensation from Royal Mail. For this reason, we strongly recommend you obtain a free receipt of postage from the Post Office as proof of postage. We will only refund return/exchange postage costs if the item returned is damaged, incorrect or defective.
If you received Free Delivery on your order, and decide to return all or part of your order for a refund or an exchange, the actual delivery charge we incurred to send your order will be deducted from your refund amount to cover our shipping costs.
Where promotional discounts are applied to orders, the discount will be applied to each order in the basket. In the event of a return, you will not be refunded the discounted proportion.
In addition to our returns policy and in compliance with Distance Selling Regulations, EU customers have 7 working days (beginning the day after receipt) to cancel purchases. You are entitled to cancel your order for a full refund, excluding the cost of delivery.
You are responsible for returning the goods to us before a refund can be given. We will refund the cost of the goods (excluding delivery costs) within 28 days of return, providing the goods have been returned unused, undamaged and remain in a re-saleable condition. Raspberry Scarf reserves the right to levy a 20% restocking fee to cover our costs.
Order cancellations must be made in writing, quoting your order number, within 7 working days of the day after you receive the goods.
Payment of Refunds
Refunds will be made to the original credit/debit card used at the time of the original purchase, the original delivery charge will not be refunded.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
To arrange a return or a refund you must obtain a Returned Merchandise Authorisation (RMA) Number from us. Returns cannot be accepted without a valid RMA number.
If you need to return an item, simply login to your account, view the order using the “Complete Orders” link under the My Account menu and click the Return Item(s) button.
If you used the ‘Guest Checkout’ option when placing your order you will not be able to use the ‘My Account’ login to request a return. In this instance, please send an email to email@example.com stating the reason for your returns request. We will respond quickly with instructions for processing the return.
We’ll notify you via e-mail of your refund once we’ve received, inspected and processed the returned item.
Your UK statutory rights are not affected by our returns policy.