RETURN & REFUND POLICY

To be eligible for a return OR refund, your item must be in the same condition that you received it and in its original package.

ALL orders that are placed on this online store are considered custom made

Return and Refund Policy:

Damaged products:

Damaged products must be reported immediately when discovered within 3 days of purchase. In addition, the reporting of damaged products will need to take place as soon the unpacking of the products has taken place and the products have been identified as damaged. Photographic evidence of the products will need to be provided in order for an investigation to take place. The investigation will take up to 3 days to determine the outcome of the requested return.

If the investigation outcome determines that the products were damaged prior to the collection or prior to the client having possession of the products, the following procedures stated below may take place:

- **Return and Reproduce**

1. The products will be collected by the courier at the expense of Raquel & Co from the address which they had been delivered to or within the same region.

2. The products will be produced and re-delivered to the address at the expense of Raquel & Co.

*Note: If it is determined upon investigation that collection of the original products is not necessary, step 2 will only take place where the products will be reproduced and delivered to the original address.

**If the client chooses to not have the products reproduced and delivered, the refund policy stated below will then take effect:**

Refund Policy:

- The Full amount paid for the products will be refunded to the original account holder which initiated the payment for the products.

Please note that the following documents will need to be provided for safety and confirmation of the account holder details:

- A Screenshot of the bank statement of the account holder showing their Name, Surname and the Account number. The bank statement cannot be older than 3 months.

The documents will then be approved within 3 days. The refund will then take place.

Important:

1. Raquel & Co will not take responsibility for the provision of incorrect banking information by the client. If the incorrect banking information is provided by the client and the refund has been processed and paid by Raquel & Co, the client will then forfeit the refund amount as they would’ve failed to provide the correct banking information.

2. In addition, Raquel & Co will not take responsibility for products that have been damaged after the collection or transfer of possession from the courier to the client where the damage has been caused by the client.

3. All communication must take place via the Original email, phone number or alternative method of communication between the client and Raquel & Co when processing Returns and Refunds to ensure faithful representation and accuracy