Refund policy
All Return & Refund Policies
Thank you for shopping with us! We want you to be completely satisfied with your purchase. Below is our detailed Return and Refund Policy to ensure a smooth and transparent shopping experience.
1. DAMAGED, DEFECTIVE, OR WRONG ITEMS RECEIVED (TOP PRIORITY)
We sincerely apologize if your order arrived damaged, defective, or if you received the wrong item! We are committed to making it right immediately.
* How to report: Contact us immediately within 14 days of delivery at support@randomrise.com with your Order Number, a brief Description of the issue, and clear photos/videos showing the damage or incorrect item.
* Resolution Options: Once verified, we will offer you a FREE replacement (Reshipment) or a 100% FULL REFUND with NO restocking fee and NO return shipping fee required.
* Note: In most cases of damaged or incorrect items, you will NOT be required to ship the item back to us.
2. VOLUNTARY RETURNS & ELIGIBILITY (CHANGE OF MIND)
If you wish to return an item for any other reason (change of mind, wrong size ordered, etc.), your item must be unused, unworn, in the same condition that you received it, and in its original packaging.
* Return Window: You have 14 days from the date your item is delivered to request a return. Unfortunately, after 14 days, we are unable to process any returns or exchanges.
* Return Shipping Costs: Customers are responsible for paying their own return shipping fees. Shipping costs are non-refundable.
* Restocking Fee: All voluntary returns are subject to a 12% restocking fee, which will be automatically deducted from your total refund amount.
3. ORDER CANCELLATIONS
If you wish to cancel your order, please submit a cancellation request as soon as possible by emailing us at support@randomrise.com.
* Orders can only be cancelled within 1 hour of purchase or before the item has entered the fulfillment/shipping process.
* Once an order has been fulfilled, it cannot be cancelled and must be processed as a standard return upon delivery.
4. FINAL SALE ITEMS (NON-RETURNABLE)
Certain items are strictly non-returnable and non-refundable. These include:
* Items included in our "Final Sale" collection
* Clearance or heavily discounted items
* Personalized, custom-made, or hygiene-sensitive products
Please check product listings carefully before making your purchase to confirm if an item is Final Sale.
5. LOST IN TRANSIT / CARRIER DELAYS
If your tracking information has not updated for an extended period, or if your package is suspected to be lost:
* Contact us at support@randomrise.com, and we will open an official inquiry with the shipping carrier.
* If the carrier confirms the package is lost, or if it has been in transit for an unreasonably long time with no updates, we will promptly dispatch a free replacement or issue a full refund.
* Please note: We cannot issue refunds for minor delays caused by postal carrier mishaps, customs clearance, or adverse weather conditions once the package is in transit.
6. INCORRECT ADDRESS / UNDELIVERABLE PACKAGES
If a package is returned to us due to an invalid or incorrect shipping address provided by the customer at checkout:
* You may request a reshipment, but you will be responsible for paying the re-shipping costs.
* If you prefer a refund instead, we will refund the item price minus the initial shipping costs and the 12% restocking fee.
7. REFUND PROCESS & TIMELINE
Once your return request is approved and your returned item is received and inspected (if applicable), we will notify you via email regarding your refund status.
* Approved refunds will be credited back to your original method of payment within 3 to 6 business days.
* Please remember that it may take some additional time for your bank or credit card company to process and post the refund to your statement.
CONTACT US
For any questions, return requests, or help with your orders, please reach out to our customer support team:
Email: support@randomrise.com