Refund policy
Please choose carefully as we do not offer refunds or exchanges unless an item is faulty and cannot be replaced.
Damages and issues
Please inspect your order as soon as it arrives and contact us within three (3) days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Email us at info@raineisgrace.com with:
- your order number
- A description of the fault
- Clear photos of the issues
If the claim is approved, we will provide you with a prepaid return shipping label. Items must be returned within 14 days of the delivery date.
If the item is deemed faulty, RAINE IS GRACE will repair, replace, provide store credit, or refund at our discretion. When a refund is issued, you'll be automatically refunded, excluding shipping costs, on your original payment method within 10 business days. Please remember it can take some time for your bank to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@raineisgrace.com.
We do not refund or exchange damage caused by use, wear and tear, or improper care. This includes, but is not limited to:
- Chain breakages or stretched thread
- Scratches, chipping or peeling
- Tarnishing or discolouration
- Damage caused by misuse, accidents, general wear and tear or improper care and storage of the jewellery.
Non-refundable items
Unfortunately, we do not accept returns for the following:
- Change of mind
- Wrong product choice
- Personalised items e.g. The Aroha necklace with initial charm/s
- Items purchased on sale, product mark downs or during a promotional event
If you are unsure whether your piece qualifies for a refund or exchange, please contact our team at info@raineisgrace.com.