Return & Refund Policy

Returns · Refunds · Customer Care

Return & Refund Policy

Ravenstoney™ aims to provide a clear process for customers who need to return a product or request a refund. This policy explains how to submit a request and how eligible returns and refunds are reviewed.

1. Return Eligibility

Return eligibility depends on the product, its condition, the reason for the request, the terms applicable to the purchase, and mandatory consumer rights. Please review the product listing and applicable terms before purchasing.

If a specific return period is stated on the website or confirmed for your purchase, please follow that period, subject to any longer or otherwise mandatory rights under applicable law. This policy does not invent a fixed return period where one has not been established.

2. Condition of Returned Items

Where a return is permitted, the item should generally be returned in a condition consistent with the applicable requirements. Depending on the product, this may include:

Keeping the item in a condition consistent with the permitted inspection and use.
Including original packaging, accessories, components, labels, and documentation where applicable.
Packaging the item securely to reduce the risk of damage during return shipping.
Providing order information or proof of purchase so the transaction can be identified.

These requirements will be applied in accordance with applicable law and will not remove mandatory rights relating to defective, damaged, or incorrectly supplied products.

3. Items That May Be Excluded

Where legally permitted, certain items may be excluded from ordinary change-of-mind returns. Depending on the product and the terms disclosed at purchase, exclusions may apply to personalized or customized products, clearly identified final-sale items, or products that cannot be returned for hygiene or safety reasons after opening or use.

Any exclusion remains subject to applicable consumer protection law.

4. How to Request a Return

Contact customer support before sending an item back. Provide your order number, the product concerned, and the reason for the request. If the item is damaged, defective, or incorrect, include clear photographs where relevant.

We will review the request and provide the next steps if the return is eligible. Please wait for return instructions before shipping the item. Our business address is not automatically an authorized return address.

5. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return, the terms applicable to the purchase, and applicable law. For a change-of-mind return, the customer may be responsible for return shipping where this has been properly disclosed and is legally permitted.

If an item is defective, damaged on arrival, or incorrectly supplied, contact customer support before arranging return shipping. We will explain the appropriate procedure under the circumstances and applicable law.

6. Return Inspection

After receiving a returned item, we may review its condition, completeness, and order details. If a return cannot be approved under the applicable requirements, we will explain the reason and available options where appropriate. Mandatory consumer rights remain unaffected.

7. Refund Processing

Once a return is approved, an applicable refund will generally be submitted to the original payment method where possible. The time required to review a return and submit a refund depends on the circumstances, payment method, and applicable requirements.

After submission, your bank, card issuer, or payment provider may need additional time to post the funds. We cannot control the processing schedule of an independent financial institution.

8. Shipping Charges, Discounts, and Partial Returns

The treatment of original shipping charges, taxes, discounts, and other adjustments depends on the reason for the return, the order terms, and applicable law. A partial return may affect a promotional discount where the original offer terms permit such an adjustment.

9. Exchanges

If you need a different product or variation, contact customer support to ask whether an exchange is available. Exchanges depend on product availability and fulfillment arrangements. If a direct exchange cannot be arranged, we may explain whether an eligible return and a separate order are appropriate.

10. Damaged, Defective, or Incorrect Items

If you receive an item that appears damaged, defective, or different from what you ordered, contact us as soon as reasonably possible. Include your order number, a description of the issue, and supporting photographs where available.

Depending on the circumstances and applicable law, available remedies may include a replacement, repair where relevant, refund, return, or another legally required solution.