Refund policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in the same condition you received it, with no signs of use, and returned in the original packaging (or packaging that provides equal protection). For planters and vessels, the item must be clean and dry—no soil, water, or residue. Proof of purchase is required (order number or checkout email).
To request a return, contact us at hello@rawanduniq.com.
If your return is accepted, we will provide return instructions and the return shipping address. For customer-choice returns, the customer is responsible for arranging and paying for return shipping. We recommend using a trackable shipping service and retaining the shipping receipt.
Items returned without prior authorization will not be accepted. Original shipping charges, if applicable, are nonrefundable. RAW & UNIQ does not charge a restocking fee.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery. Although concrete is durable, it can be fragile during transit.
If an item arrives damaged or defective, or you receive an incorrect item, please contact us within 48 hours of delivery whenever possible.
Please include:
- Your order number
- Clear photographs of the item and the issue
- Photographs of the interior and exterior packaging
- A photograph of the shipping label
Please retain the item and all original packaging until we have reviewed the issue. Reports received after 48 hours will be reviewed individually based on the available information and circumstances.
Once the issue has been reviewed and confirmed, RAW & UNIQ will provide an appropriate resolution at no additional shipping cost to the customer. Depending on the circumstances and product availability, this may include a replacement or refund.
Non-Returnable Items
Because RAW & UNIQ pieces are one of a kind, we keep returns simple and clear. Non-returnable items include:
- Gift cards
- Sale or final sale items
- Custom, made-to-order, or personalized items (including special orders)—unless they arrive damaged or defective
- Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you after we have received and inspected your return and will confirm whether the refund has been approved.
Approved refunds will be issued automatically to the original payment method within 10 business days. Please allow additional time for your bank or credit-card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@rawanduniq.com.