Returns and Cancellations

The short version

You have 30 business days from delivery to request a return on most items. Contact us first, send the item back unused in its original packaging, and we'll refund you once it arrives and passes inspection. Return shipping is yours to cover unless the problem was ours.

Some things can't come back at all. Anything opened, anything digital, and anything made to order. The details are below.

Returns

What we accept

Most items can be returned within 30 business days of delivery, as long as they arrive back in the condition you received them: unused, unworn, with any tags still attached, in the original packaging. We'll need your receipt or order number.

Clothing is returnable if it hasn't been worn and the tags are still on.

How to start one

Email orders@ravenandrogue.com with your order number and what you'd like to return. We'll reply with approval and where to send it.

Wait for that approval before you ship anything. Items sent back without it can't be accepted, and we have no way to match an unexpected package to your order.

Who pays for return shipping

You do, for a change of mind. We recommend a tracked service, because until the package reaches us it's still your responsibility.

If we sent the wrong item or it arrived defective, we cover it. You won't pay to fix our mistake.

What can't be returned

• Anything opened. Herbs, oils, waters, salts, incense, and candles are final sale once the seal is broken. We can't resell a consumable that has left our hands, and we won't put anything back on the shelf we can't vouch for. Unopened and unused, in original packaging, they can still come back within the window.
• Digital downloads. Your link is delivered as soon as you order, so there's nothing to return.
• Custom and personalized items, including special orders.
• Gift cards.
• Items marked final sale at the time of purchase.

Not sure which category something falls into? Email us before you buy and we'll tell you.

Damaged, defective, or wrong items

Check your order when it arrives. If something is broken, leaking, defective, or simply not what you ordered, email us within 5 days of delivery with photos of the item and the packaging.

If it's our error

Wrong item, missing piece, or a defect from our end: we replace it or refund you, and we pay the shipping both ways.

If the carrier damaged it

Every package ships insured. Because the shipping contract is ours, we file the claim with the carrier rather than sending you to do it. Send us the photos, we'll open the claim, and once it's resolved we'll replace the item or refund you.

This is why the photos and the 5-day window matter. Carriers won't consider a claim without evidence, and they impose their own deadlines that we can't extend.

Exchanges

We don't process direct exchanges. Return the original item, and place a new order for what you actually want. That way you're not waiting on us to receive one package before sending another, and you get the replacement faster.

Cancellations

You can cancel an order within 24 hours of placing it. Email orders@ravenandrogue.com and we'll refund you in full.

After 24 hours your order may already be packed or handed to the carrier. At that point it becomes a return, and the rules above apply.

If you're in the European Union or the United Kingdom

You have the right to cancel your order within 14 days of receiving it, for any reason, without giving one. Tell us within those 14 days, then send the item back within 14 days of telling us.

The item still needs to come back unused, unworn, with tags, in its original packaging, and we'll need proof of purchase. We'll refund you within 14 days of receiving the returned item.

This right sits alongside our standard policy, not instead of it. Whichever gives you more time is the one that applies.

Refunds

Once your return arrives and we've inspected it, we'll email you to say whether it's approved.

Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it, which is out of our hands.

If it's been more than 15 business days since we told you the refund was approved and nothing has landed, email orders@ravenandrogue.com and we'll chase it.

Questions

Email orders@ravenandrogue.com. If you're unsure whether something is returnable, ask before you order rather than after.