At Rainbow Nation Clothing we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. This is not a problem at all, we are happy for you to return items for a refund, or an exchange in line with our policies set out below.
Got a problem? Please just let us know, and we will pull out all the stops to help satisfactorily resolve the issue with the item you ordered.
Standard Online 28 Day UK Return Policy * **
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014 you have the right to cancel some or all of your purchase up to 14 calendar days, starting the day after your order is received. We extend the policy to cover all UK online purchases made with us, regardless of value. We allow a total of 28 days for the return/exchange process to be completed in its entirety, in line with these regulations.
For this distance selling policy to be relevant:
- Please inform us by email, no later than 14 days after your parcel's arrival, stating that you want to cancel some/all of your order. You can do this by taking the email link at the bottom of this page.
- Send the items within 14 days of informing us of your wish to cancel. Please include a note in the parcel of your name and full order number, nothing more is required as we will have activated your return from the email you sent us. Without this note there may be a delay in processing your return. Where possible, please return your item in the same packaging.
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Payments due will be refunded to you within 7 days of the items arrival with us. Initial standard postage charges will only be refunded where all items in the order are being returned. Postage costs will not be refunded on a partial order return, or where a return is as a result of a refused parcel delivery to an address in the UK or any other country, nor where an international order is cancelled after posting. If a return incurs extra delivery costs on arrival with us, we will confirm this with you, and also not include this charge in your refund.
- You will be automatically refunded to your original payment method. (Please remember it can take some time for your bank or credit card company to process the refund request.)
- Where an item to be refunded had a discount code attached, only the actual amount paid will be refunded as a monetary value. The subsequent portion of any loyalty reward used will be reissued as points back to your account.
Exchanges within the 28 Day Return Policy * **
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Please inform us by email, no later than 14 days after your parcel's arrival, stating that you want to exchange some/all of your order. You can do this by taking the email link at the bottom of this page. If you wish to exchange an item(s) a second order can be placed online to reserve the new item(s) you would like.
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On checkout enter code 'EXCHANGE' to ensure no immediate payment is taken for your new order. Select Delivery method 'PICK UP'.
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Return your unwanted item to us within 14 days of ordering your new items, and include a note with your name, and both the original and exchange order numbers.
- We will contact you to secure any balance payment or refund any overpayment, after receipt of the returned goods, and before posting your new order. Any discount codes on your original order will be calculated into the new payment calculation. Return postage costs will not be refunded, but we re-send exchange orders with no additional postage fees.
Non-Authorised Return * **
A non-authorised return is where you have not informed us of your wish to cancel and return your order, within 14 days of receipt, or have sent the item back to us without any notification. In these situations you are not qualifying for a refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014.
In this situation we will accept a return of your item but provide you with an online credit only.
No monetary refund will be made in this instance, and initial/return postage fees will not be refunded.
After 28 days of receipt we will unfortunately not accept a return unless the item falls into the following category.
Faulty, Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is found to be faulty or damaged, or if you received the wrong item. We can evaluate the issue and make it right, also taking into consideration the length of time since your order was received, and any warranties in place. Action may be to replace, exchange or refund your item, and may also involve us contacting the brand directly in some instances.
If a return of the item is requested by us, we will organise a prepaid postage label for you. No additional costs will be incurred as a result of receiving a substandard product. The parcel must be returned to us by the date stated on the label, this will be 7 days after we have purchased it. After this date, the label will be void. Please let us know if you haven’t sent us the parcel by this date, and an alternative arrangement will be made.
ADDITIONAL POLICY TERMS:
* To be eligible for a return of any kind, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging where appropriate. Where items are returned in an alternative condition we will not accept your request to fully refund, even where the policy guidelines have been followed.
Exceptions to our standard return policy will be where items are found to have damages or issues, and your statutory rights are not affected.
**Fidget and sensory toys (including but not limited to SPEKS, Needoh, Crazy Aaron’s) cannot be returned, for hygiene reasons, if they have been opened or if any tags have been removed. Once opened, these items are not eligible for resale.
*** Items purchased as a mystery bundle are classed as a single item purchase, and therefore can only be returned as a whole package. Multi-buy bundles such as 3 for 2, or 4 for 3 - Any item can be returned to be exchanged to an alternative product up to the same value and type. If a cheaper item is chosen, no monetary refund will be made. If any item from a bundle requires a refund then the complimentary item must also be returned, as the bundle will no longer qualify for a discount. If a single item from a bundle is returned without the complimentary item we will not provide a refund for this return.
Please note we have a separate credit/exchange policy for the shop, as items are not bought without prior viewing. This policy can be seen at the checkout, or a copy can be sent to you on request.
Click to read useful
independent advice regarding returns and exchanges published by Which?
Our Head Office/Return address is:
Rainbow Nation Clothing (Returns), 81 Lynwood Avenue, Plymouth, PL7 4SQ
You can always contact us for any return questions at sales@rainbownationclothing.com
