Thank you for shopping at RAFATRAD.
If you are not entirely satisfied with your purchase, we’re here to help.
*Please contact us if there is an issue with your order before starting a return*
Refunds
As a charitable foundation, we are unable to offer free returns. All returns made through our Royal Mail returns portal incur a £4.95 charge, which will be deducted from your refund.
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 reason for return.
If you no longer have the original paperwork, please include a piece note with:
- Your full name
- Your order number (found on your email confirmation)
- The reason for returning the item
Please return your item(s) using the Royal Mail returns portal below. You can use the portal to generate a label to print at home or to print in‑store 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 straightforward as possible for you.
Please email orders@rafatrad.co.uk with a description of the damage or fault, and include photographs where possible. To help us locate your order, please also provide your full name and order number (found on your paperwork or confirmation email).
If the damage is reported more than 30 days after you received the item(s), you may not be entitled to a full refund.
Once we receive your email, we’ll arrange the next steps to resolve the issue as quickly and easily as we can.
Exchanges
We’re unable to offer free exchanges due to our charitable status and the rising cost of shipping.
If you would like to exchange an item for a different size, colour or an alternative product, please return the original item in secure packaging. Include your original paperwork and a brief note explaining the reason for the exchange (for example, “need a different size”)
If you no longer have the original paperwork, please include a piece of paper with:
- Your name
- Your order number (found on your email confirmation)
- The reason for returning the item
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 £4.95, 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
