Refund policy

Last updated: July 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@rayandrim.com.

If your return is accepted, you will have to ship the product back to our fulfilment centre using Royal Mail Tracked 48 — you will receive instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If the product is not damaged and if the right item was sent, the customer is responsible for all shipping charges and any restocking fee if applicable.

You can always contact us for any return question at support@rayandrim.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

For any of these reasons, we will be responsible for the return shipping and restocking fees.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods, custom products (such as special orders or personalised items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK 14-Day Statutory Cancellation Right

Notwithstanding the above, if you are a customer based in the United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@rayandrim.com.