Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@Razania.com If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@Razania.com
Once we receive an item we will inspect it for any damages then we will refund the said amount owed if the item is in perfect condition.
Please ensure when returning your package that there is a paper inside that contains your order number and email that was associated with the order placed with us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders, bulk orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
To make an exchange, please contact us at support@Razania.com
Covered Shipping
Covered shipping charges will not be refunded.
Dispatched Orders
Please note that all our orders are dispatched immediately, and in some cases, after dispatch an order may be held by the shipping company until we provide them with additional customer information. This may be necessary due to shipping regulations in the customer's country.
When an order is placed, we may require further details from the customer and if they refuse to provide them, delivery will not be possible. If the customer requests a refund under these circumstances, and their order has already been dispatched to the shipping company but is currently on hold, we regretfully cannot refund the full cost of the product.
In such cases, we will deduct the shipping fees that we incurred to send the order from our warehouse. While we usually cover shipping costs for customers, if a customer refuses to provide the requested information (thus preventing delivery), they become responsible for the shipping fees at that point. These fees will be deducted from their refund.
Cancelled Orders
Please be aware that if a customer places an order and subsequently decides to cancels it, they are not guaranteed a refund. This is due to the possibility that we may have already shipped the order. In cases where the order has been shipped, the customer will need to wait until they receive the order and then initiate a return process to be eligible for a refund.
Failed Deliveries
Please ensure that you verify the shipping address entered when placing your order. If the address is incorrect and a replacement must be sent, a replacement fee will be charged. Additionally, if your package was delivered but not picked up, a replacement fee will be levied.
Should your package be lost in transit, your situation will be escalated to the shipping company. We will await their response, as they are solely responsible for providing a replacement or refund. This is due to the fact that we do not carry out the deliveries and are not held liable for any issues caused by delivery problems. The shipping company has the authority to either reject or accept your request for a refund or replacement, depending on you order case.
In our commitment to delivering your orders effectively, we partner with reputable shipping companies. During the delivery process, we kindly request your collaboration. If a delivery attempt is made and you are unable to receive the package due to a lack of coordination with us or the shipping company, please understand that we cannot be held responsible for issuing a refund in such instances. It is crucial that you provide an accurate delivery address and ensure you are available to receive your package to facilitate a smooth delivery process.
In the event that your package requires a redelivery due to an unsuccessful initial delivery attempt, our policy does not extend to issuing refunds for these specific circumstances. We acknowledge that the redelivery process can sometimes extend beyond expected timeframes, and while we empathize with any inconvenience this may cause, our ability to intervene in redelivery cases and issue refunds is limited under these conditions. We will be required to await the result of redelivery.
In instances where you change your address and it does not process through our system, we will not be held liable for failed deliveries. No refunds will be issued in such cases.
For orders that include express or free standard shipping, we want our customers to know that Razania covers these costs as a convenience. Please note that express shipping is quick but may not feature tracking capabilities. If your order is delayed or detained at customs, you may wish to consult your local customs office for more details.
It is important to understand that even when shipping fees are paid by the customer, Razania subsidizes a portion of the cost. Consequently, if a package is sent back to us due to lack of communication with the courier or unpaid customs fees or if the customer does not promptly deal with customs notifications, we will have to deduct the portion of the shipping fee that Razania initially covered from any refund provided. In the event that the customer opts for reshipment of the order, we will request that the customer covers the full shipping cost at that point. This approach is distinct from our standard return policy and will be handled differently.
Please ensure that all details are correct when checking out and avoid using temporary addresses. We are not responsible for any delays or issues that arise from the use of incorrect or temporary addresses. We will not be held liable to issue you a refund.
Lost Packages and Transit Delays
If your package does not arrive within the expected timeframe, please wait for a window of 7 days from the date of shipment. This 7-day window is essential for us to classify a package as lost in transit. During this period, many packages held up by customs or facing other delays often get delivered. If your package has not been delivered within these 7 days, we will take the necessary action, which could include offering a replacement or issuing a refund depending on your specific order case. The shipping company will be required to review your case to determine the necessary action.
While we understand the inconvenience this may pose, it's essential to note that customs delays, especially for products like ours, are common. If you've reached the 7-day window without receiving your package, please contact us, and we'll ensure your case is handled promptly and satisfactorily.
Return Shipping
We are a company that delivers internationally free of charge, when it comes to returns we will not be taking responsibility for payment of shipping labels. If a customer wishes to return their order they are responsible for producing the shipping label and paying for it. We will only be required to provide the address for the return and will not be paying for any extra charges.
The customer is required to ensure that the return is delivered successfully. This would mean that it is recommended that tracking is paid for as we are not responsible for any lost packages. If the return is lost in transit we will not be issuing a refund as the order was never returned to us.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Due to security reasons, we are only able to refund the card that was used at checkout.