Refund policy

I would not leave Shopify’s standard template as-is for Rabu Rabu. A few bits are either irrelevant to what you sell or not ideal for a UK-only online store.

The main changes I’d make are: remove the “unworn/tags” wording, remove the EU section since you’re launching UK-only, remove the blanket “sale items cannot be returned” line because sale items retain the same statutory rights, and distinguish between standard products and personalised/custom-made products. UK online customers generally have 14 days after receiving standard goods to tell you they’re cancelling, then another 14 days to return them; personalised/custom-made goods are generally exempt from that change-of-mind cancellation right. Faulty, damaged or misdescribed goods remain protected regardless.

I’d replace it with something like this:

Returns & Refunds

We want you to be happy with your Rabu Rabu order. If you have any questions or problems with your purchase, please contact us at dale@raburabu.co.uk and we’ll do our best to help.

Returns for standard products

For standard, non-personalised products purchased through our website, you have the right to cancel your order within 14 days of receiving it, without needing to give a reason.

Once you tell us that you wish to cancel, you then have 14 days to return the item to us. Please contact dale@raburabu.co.uk before returning anything so we can provide the correct return instructions and return address.

Items should be returned in good condition. You may inspect the product as you reasonably would in a shop, but we may reduce the refund if the item has been handled beyond what is necessary and its value has been reduced.

For change-of-mind returns, the customer is responsible for the cost of returning the item. We recommend using a tracked service and keeping proof of postage. This needs to be stated before purchase if you want the customer to bear the return cost.

Personalised and custom-made products

Products that have been personalised, customised or made specifically to your requirements cannot normally be returned or cancelled simply because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, not as described or we have made an error with your order.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your item is damaged, faulty, not as described or you have received the wrong item, contact us as soon as possible at dale@raburabu.co.uk.

Please include your order number and, where possible, photographs showing the problem so we can resolve it quickly.

Where an item is faulty, damaged or incorrect, we will arrange an appropriate solution, which may include a replacement, repair or refund. Your statutory consumer rights are not affected by this policy. UK consumer goods must be as described, of satisfactory quality and fit for purpose.

Sale items

Sale and discounted items have the same statutory consumer rights as full-price items.

Exchanges

If you would like a different standard item, please contact us. In most cases, the simplest option will be to return the original eligible item and place a new order for the replacement.

Personalised or custom-made products cannot normally be exchanged unless there is a fault or we have made an error.

Refunds

Once we receive your eligible return, we will inspect it and confirm that your refund has been processed.

Refunds will be made to your original payment method. Where you are exercising your statutory right to cancel an online order, we will issue the refund within the legally required period, normally no later than 14 days after receiving the returned goods or evidence that they have been sent back.

Where applicable, the original standard delivery charge will also be refunded. If you chose a more expensive delivery method, such as express shipping, we are only required to refund the cost of our standard delivery option.

Your bank or payment provider may take additional time to show the refund in your account after we have processed it.