Refund Policy - Rachaelraysale

1. Eligibility for Refunds

1.1 General Eligibility

• The item must be returned within 60 days of the delivery date. We calculate this timeline based on the carrier’s “delivered” confirmation.
• The item must be in unused, unopened, and original condition. This includes: Cookware with intact packaging, tags, and all original accessories (e.g., lids, handles).
• Fashion items with tags attached, no signs of wear, and in their original garment bags.
• Furniture and home decor with no scratches, dents, or assembly modifications, and all hardware included.

1.2 Special Cases for Eligibility

• Defective or Damaged Items: If you receive a product that is defective (e.g., a cracked Dutch oven, a malfunctioning kitchen gadget) or damaged during shipping (e.g., a dented pan, a torn couch cover), you may request a refund within 7 days of delivery. You do not need to return the item in most cases, but you must provide clear photos of the defect/damage and packaging to verify the issue.
• Incorrect Items: If we ship the wrong product (e.g., the wrong size apron, a different cookware set than ordered), you qualify for a full refund with no return shipping costs. Contact us immediately upon receipt, and we will arrange for the incorrect item to be returned at our expense.
• Manufacturer Defects: For items with hidden manufacturer defects that appear within 30 days of use (e.g., a non-stick coating peeling off a pan), contact our support team with proof of purchase and photos. We will coordinate with the manufacturer to process your refund or replacement.

2. How to Request a Refund

2.1 Step 1: Obtain a Return Authorization (RA) Number

• Email our support team at service@rachaelraysale.com with the subject line “Refund Request.”
• Include your full name, order number, the product name/sku, and the reason for the refund (e.g., “wrong size,” “changed mind”).
• For defective or damaged items, attach 1-2 clear photos showing the issue and the original packaging.
• We will respond within 2 business hours (during our service hours: Monday-Friday, 9:00 AM-5:00 PM ET) with your RA number and a pre-paid shipping label (for eligible items).

2.2 Step 2: Prepare and Ship the Item

• Package the item securely in its original packaging (if possible) to prevent damage during transit. For fragile items like cookware, use bubble wrap or padding.
• Clearly write your RA number on the outside of the package. Packages without an RA number may be delayed or rejected.
• Attach the pre-paid shipping label provided by our team and drop the package off at the designated carrier location (e.g., USPS, UPS).
• Keep the shipping receipt and tracking number for your records. You can use the tracking number to monitor the package’s progress.

2.3 Step 3: Return Inspection and Refund Approval

• Inspection typically takes 3-5 business days from the date the package is delivered to us.
• If the item meets all eligibility criteria, we will approve your refund and send you a confirmation email.
• If the item is ineligible (e.g., used, missing parts), we will contact you with photos of the issue and offer options: return the item to you at your expense, or process a partial refund (if applicable).

3. Refund Timeline and Details

3.1 Processing Time

• After your return is approved, we will process the refund within 5-10 business days. Processing time may be slightly longer during peak seasons (e.g., holidays, sales events).
• You will receive an email notification once the refund is issued, including the amount and the payment method it was credited to.

3.2 Refund Method and Amount

• Refund Method: Refunds are issued to the original payment method used for the purchase. For example: Credit card payments: Refunded to the same credit card.
• PayPal/Apple Pay/Google Pay: Refunded to the linked account.

3.3 When to Expect the Refund in Your Account

• Credit cards: 3-7 business days from the date the refund is issued.
• Debit cards: 1-5 business days from the date the refund is issued.
• PayPal/Apple Pay/Google Pay: 1-3 business days from the date the refund is issued.

4. Exceptions and Non-Refundable Items

• Final Sale Items: Any product marked “Final Sale” on the product page, including clearance or limited-edition items.
• Personalized Items: Customized products (e.g., engraved cookware, monogrammed fashion items) unless they are defective or incorrect.
• Used or Damaged Items: Items that show signs of use, wear, or damage caused by the customer (e.g., a scratched pan from improper use, a stained shirt).
• Missing or Late Returns: Items returned after the 60-day window, or returned without a valid RA number.
• Digital Content: Recipes or downloadable content (if applicable) are non-refundable once accessed.

5. Refund Issues and Disputes

• Email: service@rachaelraysale.com (include your order number and refund reference number).
• Please provide as much detail as possible, such as screenshots of payment provider statements showing the missing refund, to help us resolve the issue quickly.
• We will investigate the issue within 2 business days and provide you with a resolution update.

6. Contact Us

• Email: service@rachaelraysale.com (fastest response)
• Mailing Address: Rachaelraysale Refund Department, 425 Stratford Park Boulevard, Gallatin Tennessee 37066, United States
• Website: rachaelraysale.com