Refund policy

Last Updated: 04-03-2026
Brand Name: Racinova

At Racinova, we carefully inspect and prepare all orders before dispatch to ensure they reach you in excellent condition. However, if something is not right with your order, we are here to help.

Please review our policy below.

1. Damaged or Faulty Items

If your item arrives damaged or faulty, you must notify us within 48hrs of receiving your order.

How to Report:

Please email us at:
cs@racinova.com

Include:

  • Your order number

  • The name of the item

  • A clear description of the issue

  • Clear photographs showing the damage or fault

This helps us resolve the matter quickly.

Resolution:

Once the issue has been verified, we will offer one of the following:

  • A replacement

  • A refund to your original payment method

  • Store credit

For certain high-value items, we may arrange collection of the damaged item and dispatch a replacement.

2. Missing Items

If any item is missing from your order, please notify us within 48hrs of delivery.

Include:

  • Your order number

  • The name of the missing item(s)

After verification, we will:

  • Dispatch the missing item, or

  • Issue a refund/store credit for the missing product

3. Incorrect Items Received

If you receive an item you did not order, please contact us as soon as possible.

We will:

  • Arrange return instructions or provide a prepaid return label where applicable

  • Dispatch the correct item once the incorrect product is returned

Alternatively, we may offer a refund or store credit by agreement.

4. Voluntary Returns (Change of Mind)

If you change your mind about a purchase, you may request a return within 7 calendar days of receiving your order.

Conditions:

  • You must notify us in writing within 7 days of delivery.

  • Items must be unused, undamaged and in their original sealed packaging.

  • Products must be in resalable condition.

  • You are responsible for return shipping costs.

Once we receive and inspect the returned item, we will process your refund within 14 days.

Please note:

  • Original shipping costs are non-refundable.

5. Hygiene & Safety Restrictions

Due to health and safety regulations, we cannot accept returns for:

  • Opened cosmetics or skincare products

  • Essential oils with broken seals

  • Any product where hygiene packaging has been opened or compromised

These items may only be returned if they are confirmed to be faulty.

6. Special Product Categories

Certain items (such as fine jewellery or delicate products) may require physical return for inspection before a refund or replacement is approved. Photographs alone may not be sufficient in these cases.

7. How to Initiate a Return

All return requests must be authorized before items are sent back.

To start a return, contact:

Racinova
Email: cs@racinova.com

We will provide return instructions and the appropriate return address.

Returns sent without prior authorization may not be accepted.

8. Refund Processing

Once your return is received and inspected:

  • You will be notified of approval or rejection.

  • Approved refunds will be issued to your original payment method.

  • Please allow 5–14 business days for the funds to appear, depending on your bank or payment provider.

9. Important Notice

We recommend conducting a patch test before full use of skincare or wellness products. Individual results may vary.