Thank you for shopping at RAFATRAD.

If you are not entirely satisfied with your purchase, we’re here to help.  

Refunds

Due to us being a charitable foundation and the rising costs of shipping we are unable to offer free returns. All returns using our Royal Mail returns portal will be charged at £3.95, which will be deducted from any refund given.

If a refund is required, please return the goods within 30 days of receipt.  
Please safely package your parcel and include your original paperwork and a note explaining your reason for return. If you have discarded the paperwork, we at the very least need a piece of paper that identifies who you are, an order number (you can find this on your email confirmation). 

Please return your item(s) using the Royal Mail returns portal below. Use the portal to generate your label to print at home, or at the post office. 

Track my return | Royal Mail Group Ltd

Need to return an item to us but don’t have a printer?

Do not worry, we have you covered. 

You can choose between the following options - 

• You can still create a tracked returns label online via the returns link above which will give you a QR code to take to your local Royal Mail Customer Service Point (CSP), or Post Office® branch. They’ll scan the QR code and print the label for you, which you can then fix to your parcel and drop off while you’re there.  
• You can create your label online via the link above, then choose "Collect From Me" to have your parcel collected from your home address. The courier will also bring the label with them to attach to your parcel.  

All returns using a print at home label must be taken to your local Royal Mail customer service point or Post Office to process.

All returns are sent using a fully tracked service. The Post Office will provide you with a tracking number once processed, so you can see when we have received your return.

Once we have received your return, we will inspect your item within 14 working days (excluding weekends and Bank Holidays) from the day it was received back at our warehouse. 

If your return is approved, we will initiate a refund to the original payment method used when making your purchase. Once we process your credit, the duration of the bank transfer will depend on your card issuer’s policies.  

Damaged Goods

We are sorry to hear your order has arrived to you damaged or with a fault. All our orders are packed and processed to the highest standards. However, if for any reason, you need to return a faulty or damaged product, we will make sure the entire process is as quick and easy as possible for you.  

Please email orders@rafatrad.co.uk explaining to us the damage or fault, with photographs attached if possible. Please also provide us with your full name and order number (this can be found on your paperwork or order confirmation email).  

Once we receive your email we will be able to arrange for the matter to be resolved as quickly and easily as possible. 

Exchanges 

Due to us being a charitable foundation and the rising costs of shipping we are unable to offer free exchanges. 

If you wish to exchange your item for a different colour or size or another item. Please safely package your original item you wish to return, and include your original paperwork and a note explaining your reason for return (e.g. need a different size). 

If you have discarded the paperwork, we at the very least need a piece of paper that identifies who you are, an order number (you can find this on your email confirmation) and the reason for returning it to us. 

Please return your item(s) using the returns portal here: Track my return | Royal Mail Group Ltd

All returns sent using our Royal Mail returns portal will be charged at £3.95, which will be deducted from any refund given.

When we receive the item back we will process a full refund within 14 days of receiving your item. Once that refund has been processed (or before if you wish) you can then place a new order for the alternative item. 

Cancelling an order 

You have the right to cancel your order within seven days of receipt, for a full refund. This does not apply to goods personalised or made to your specification.   

To cancel your order, quote your order/invoice number for reference and contact our team via email to orders@rafatrad.co.uk