Rabbit Forest
Jewellery

 

Returns and Refunds​

We want you to shop with confidence, so we offer returns on eligible products within 30days of receiving your order. To be eligible for a return or refund, items must meet the following conditions:

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• Return Window: Initiate the return within 30 days from the day you received the item (as confirmed by delivery tracking). Unfortunately, we cannot accept returns or refund requests beyond this period.

• Original Condition: Items must be unused, unworn, and in their original condition, with all original tags and packaging intact. Products that show any signs of wear, use, washing, or alteration (e.g. removed tags, damaged packaging) will not qualify for a return.

• Proof of Purchase: A valid proof of purchase (such as the order number, receipt, or packing slip) is required for all returns. This helps us verify the purchase and process your refund or exchange efficiently.

• Return Shipping: Customers are responsible for all return shipping costs for standard returns. We do not provide prepaid return labels, and original shipping fees are non-refundable. (If your order shipped for free, no outbound shipping cost will be refunded; if you paid for shipping, that cost will not be returned.)

• Inspection and Restocking: Returned items are subject to inspection upon arrival. We reserve the right to refuse returns that do not meet the above criteria (for example, returns outside the 30-day window or items not in original condition). Any items sent back without prior authorization or not in compliance with our policy may be returned to the sender or incur a restocking fee at our discretion.

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If your return meets all the conditions, we will issue a refund to your original payment method once we receive and inspect the item. Please allow a few days after we process the refund for it to reflect on your account (processing times may vary by bank or credit card issuer).

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Non-Returnable Items

Certain products cannot be returned or refunded to ensure fairness and hygiene:

 

• Personalized & Custom-Made Products: Items that are custom-made, made-to-order, or personalized (for example, engraved items or products with your name or custom specifications) are final sale and not eligible for returns or exchanges. These unique items are made just for you and cannot be resold, so we cannot accept returns unless they arrived damaged or defective.

• Earrings and Intimate Items: For hygiene and safety reasons, we do not accept returns on earrings or other intimate apparel/accessory items that come into direct contact with the body (e.g. earrings). All sales are final on these items. If such products are sealed in protective packaging, breaking the seal will void any return option. (This policy is in place to protect all customers, as these items cannot be safely resold once opened.)

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Note: If any non-returnable item arrives damaged or there is a manufacturing defect, please contact us (see the Damaged or Defective Items section below). We will make it right by providing a replacement or appropriate solution. Our no-return policy for the above items does not mean you are stuck with a faulty product – it only applies to change-of-mind or non-defective returns.

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How to Initiate a Return

For eligible items that meet our return criteria, please follow these steps to initiate a return:

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1. Contact Us – Email our customer support at support@ourstore.com (or use our Contact Us form) within the 30-day return window. Please include your order number, the item(s) you wish to return, and the reason for return.

2. Return Authorization – Our team will respond with a Return Authorization (RA) number and return instructions if your item is eligible. We will provide the return shipping address and any additional guidelines for packaging your return.

3. Pack and Ship – Securely pack the item in its original packaging (or equivalent protective packaging if the original is unavailable). Include all components, manuals, or freebies that came with the product. Write your RA number on the outside of the package or include it inside. Ship the package using your preferred carrier. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be responsible for packages lost or damaged in transit.

4. Return Shipping Costs – You are responsible for paying the return shipping fee (unless the return is due to a damaged/defective product or an error on our part). We do not refund or reimburse return postage. If you’re returning an item from outside our country, please see the International Returns section below for additional instructions.

5. Confirmation & Refund – Once we receive your returned item, we will inspect it. If it meets all conditions, we will process your refund (for returns) or ship your exchange/replacement, as applicable. Refunds for returns will be issued to your original payment method and you’ll be notified via email. Please note that it may take a few business days for the refund to appear on your statement due to bank processing times.

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International Returns

We gladly accept returns from both domestic and international customers, provided they meet the same 30-day timeframe and conditions:

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• Return Timeline: International customers also have 30 days from receipt of goods to initiate a return. If there are any delays or special circumstances due to international transit times, please communicate with us proactively within that period.

• Shipping & Customs: Customers are responsible for return shipping costs on international returns as well. When sending an international return, please clearly mark the package as “RETURNED GOODS” on any customs forms to avoid import duties or customs fees. We are not responsible for customs fees on returned items, and any such charges incurred due to improper labeling may be deducted from your refund.

• Currency & Refunds: Refunds for international orders will be issued in the original payment currency. Due to exchange rate fluctuations, the exact amount you receive in your local currency may vary slightly from the original amount paid.

• Extended Transit Times: We understand international shipments can take longer. As long as you have requested the return authorization within 30 days of delivery, we will allow reasonable time for the item to be shipped back to us. (Generally, we expect international returns to be in transit within another 30 days after authorization.) We recommend using a trackable, insured service for international returns to ensure the item reaches us safely.

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Damaged or Defective Items

Your satisfaction is our priority. If you received an item that is damaged, defective, or incorrect, we will correct the issue as follows:

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• Contact Us Promptly: Please notify us within 7 days of receiving a damaged or defective product. Send our support team an email at support@ourstore.com with your order details, a description of the issue, and (if possible) photos of the damage/defect. This helps us assess the situation quickly and provide a resolution.

• Replacement or Refund: For verified cases of damage or defect, we will offer a free replacement of the same item. In such cases, we will cover any shipping costs for sending you the replacement (and may provide a prepaid return label or otherwise cover return postage for the defective item, if a return is necessary). If a replacement is not available, we may offer you the choice of an equivalent alternative or a full refund.

• No Extra Charges: There will be no additional shipping or restocking fees for replacing defective or incorrect items. We want to make this right at no cost to you.

• Exceptions: Our damage/defect policy applies to issues that are clearly the result of manufacturing errors, damage in transit, or a mistake on our part. It does not cover damage caused by misuse, improper care, accidents, or normal wear-and-tear after use. If we inspect a returned product and determine it is not defective (e.g. it shows signs of misuse or is in proper working condition), our standard return policy will apply instead, or the return may be refused.

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Additional Terms & Conditions

• Exchanges: We do not offer direct product exchanges apart from defective item replacements. If you wish to exchange an item for a different size or variant, please process a return for a refund and place a new order for the desired item. (This ensures you get the new item quickly, and our inventory system stays accurate.)

• Refused Delivery: If a delivery is refused by the recipient or is unclaimed and returned to us, it may be treated as a returned order. Any associated return shipping costs charged to us by the carrier will be deducted from your refund.

• Policy Abuse: We reserve the right to deny returns or refunds if we detect policy abuse or fraud. For example, customers who repeatedly return items after significant use, or who attempt to return items that were not purchased from our store, will have such returns refusedpay.com. We have this policy in place to protect our business and keep our prices fair for everyone. Our goal is to be fair and accommodating, so we ask the same honesty from our customers.

• Policy Changes: We strive to keep our policies transparent and up-to-date. However, we reserve the right to modify this Store Policy at any time. Any changes will be posted on this page. (Policies in effect at the time of your purchase will generally apply to that order.)

• Contact Information: If you have any questions or need clarification about our Store Policy, please contact us at support@ourstore.com. We’re here to help and will be happy to assist you.

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By making a purchase with us, you acknowledge that you have read and agree to this Store Policy. Thank you for shopping with us and for understanding these terms, which help us maintain fairness and quality service for all customers.