Return & Refund Policy

Last Updated: June 8, 2026

Thank you for shopping with Rainvello. We are committed to providing quality products and excellent customer service. Please read this Return and Refund Policy carefully before making a purchase. By placing an order through our website, you agree to the terms outlined below.

1. General Return Eligibility

Customers may request a return for eligible products within thirty (30) calendar days from the date of delivery unless otherwise stated on the product page.

To qualify for a return, all of the following conditions must be met:

• The item must be unused, unworn, and in its original condition.
• The item must be returned in its original packaging, including all accessories, manuals, inserts, tags, and promotional items.
• The customer must provide a valid proof of purchase, such as an order number or receipt.
• The product must not fall under any of the non-returnable categories described in this policy.
• The return request must be submitted and approved before the item is shipped back.

We reserve the right to refuse any return that does not meet the requirements stated in this policy.

2. Return Request Process

To initiate a return, customers must contact our customer support team at support@rainvello.com within the applicable return period.

The return request should include:

• Order number
• Customer name
• Product name
• Reason for return
• Photos or videos of the product, if applicable

After reviewing the request, we will provide return instructions if the return is approved.

Items returned without prior authorization may be refused or returned to the sender at the sender's expense.

3. Change of Mind Returns

If a customer changes their mind after receiving a product, returns may be accepted at our sole discretion, provided that:

• The product is unused and in resalable condition.
• The product is returned in original packaging.
• The return request is made within thirty (30) days of delivery.

For change-of-mind returns:

• Original shipping charges are non-refundable.
• Return shipping costs are the responsibility of the customer.
• Any applicable handling, restocking, transaction, or processing fees may be deducted from the refund amount where permitted by law.

4. Damaged, Defective, or Incorrect Items

If a product arrives damaged, defective, missing parts, or differs substantially from the item ordered, customers must notify us within seven (7) days of delivery.

Customers may be asked to provide:

• Photographs of the packaging
• Photographs or videos showing the issue
• Order information

Upon verification, we may, at our discretion:

• Provide a replacement product;
• Provide replacement parts;
• Issue a partial refund; or
• Issue a full refund.

Failure to report visible damage within the required period may affect eligibility for compensation.

5. Lost, Delayed, or Undelivered Shipments

If an order appears lost during transit, customers should contact us promptly.

We may investigate the shipment with the carrier before issuing a replacement or refund.

A shipment marked as delivered by the carrier may require additional verification before any compensation is considered.

We reserve the right to request customers to cooperate with carrier investigations and claims processes.

6. Non-Returnable and Non-Refundable Items

Unless required by applicable law, the following items are generally not eligible for return or refund:

• Personalized or custom-made products.
• Products made to customer specifications.
• Items marked as final sale, clearance, liquidation, or non-returnable.
• Gift cards, store credits, or promotional vouchers.
• Digital products, downloadable content, software licenses, or electronic delivery products.
• Products that have been used, altered, damaged by the customer, or improperly maintained.
• Products missing original packaging, components, or accessories.
• Personal care, hygiene, health, beauty, cosmetic, or intimate-use products that have been opened or used.
• Consumable products that have been opened.
• Any product where resale is not reasonably possible due to health, safety, or quality concerns.

7. Condition of Returned Products

Returned items will be inspected upon receipt.

If a returned product shows signs of use, damage, modification, abuse, excessive wear, missing components, or other conditions that reduce its resale value, we may:

• Reject the return;
• Deduct an amount from the refund to reflect diminished value; or
• Return the item to the customer at the customer's expense.

Our assessment of product condition shall be based on reasonable inspection standards.

8. Return Shipping Responsibility

Unless otherwise required by law or expressly approved by us:

• Customers are responsible for return shipping costs.
• Original shipping fees are not refundable.
• Shipping insurance is recommended for returned items.
• We are not responsible for items lost or damaged during return transit.

Customers remain responsible for the returned package until it is successfully received at our designated return facility.

9. Refund Processing

Once a returned item has been received and inspected, we will notify the customer regarding approval or rejection of the refund.

Approved refunds are generally processed within ten (10) business days after inspection.

Refunds will be issued to the original payment method whenever possible.

Depending on the payment provider, banking institution, or credit card company, additional time may be required before funds appear in the customer's account.

10. Partial Refunds

We reserve the right to issue partial refunds in situations including, but not limited to:

• Products returned with missing parts or accessories.
• Products returned in a condition different from the original condition.
• Products showing signs of use beyond what is necessary for inspection.
• Returns where packaging is damaged or incomplete.
• Situations where only part of an order is returned.

11. Order Cancellations

Orders may only be cancelled before they have entered processing, fulfillment, packaging, or shipment stages.

Once an order has been processed or shipped, cancellation may no longer be possible.

If cancellation is approved, payment will be refunded according to our standard refund procedures.

12. Refused Deliveries and Failed Delivery Attempts

If a package is refused by the recipient or cannot be delivered due to incorrect shipping information provided by the customer, we reserve the right to deduct:

• Shipping costs;
• Return shipping charges;
• Handling fees;
• Carrier-imposed charges; and
• Other related expenses

from any eligible refund.

Customers are responsible for ensuring that shipping information is accurate at the time of purchase.

13. Chargebacks and Payment Disputes

Customers are encouraged to contact us before initiating a chargeback or payment dispute.

If a chargeback is filed while a return, refund, or customer service investigation is ongoing, processing of the claim may be delayed until the dispute is resolved.

We reserve the right to submit order records, shipment confirmations, correspondence, and other evidence to payment processors, banks, or dispute resolution authorities.

14. Product Information and Customer Expectations

We make reasonable efforts to accurately display product descriptions, specifications, colors, dimensions, and images.

However:

• Actual product appearance may vary depending on display settings, lighting, manufacturing updates, or supplier changes.
• Minor differences that do not materially affect functionality shall not be considered defects.
• Product packaging may vary from images displayed on the website.

Such variations generally do not qualify as defective products.

15. Intellectual Property and Authenticity Claims

If any customer believes that a product, image, description, trademark, copyright, or other content on our website infringes their intellectual property rights, they should contact us at support@rainvello.com with sufficient supporting information.

We reserve the right to investigate and take appropriate action, including removing content, suspending listings, or complying with applicable legal requirements.

16. Abuse of Return Policy

To protect against fraud, abuse, excessive returns, reseller activity, or misuse of promotional offers, we reserve the right to:

• Limit return privileges;
• Refuse future transactions;
• Deny refunds;
• Cancel orders; or
• Take other reasonable actions consistent with applicable laws.

17. Limitation of Liability

To the maximum extent permitted by applicable law, our liability relating to any product purchased through our website shall not exceed the amount paid for the specific product giving rise to the claim.

We shall not be liable for indirect, incidental, consequential, special, or punitive damages arising from the use of our products or services, except where prohibited by law.

18. Consumer Rights

Nothing in this Return and Refund Policy is intended to limit or exclude any rights that consumers may have under applicable Canadian consumer protection laws or other mandatory legal requirements.

Where applicable law grants customers rights that differ from or exceed those described in this policy, such legal rights shall prevail.

19. Contact Information

For any questions regarding returns, refunds, exchanges, or order issues, please contact:

Rainvello
Website: rainvello.com
Email: support@rainvello.com
Phone (Canada): +1 (416) 555-0199
Business Address: 123 Rainvello Street, Toronto, ON, M5V 2T6

Customer Service Hours: Monday – Friday, 9:00