Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at contact@rabbert.com. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. In cases of defective or incorrect items, we will cover the cost of return shipping.
Exceptions / Non-Returnable Items
Certain items cannot be returned: custom or personalized products (such as special orders or personalized plush items), perishable goods, personal care goods, hazardous materials, flammable liquids, or gases. We also do not accept returns on sale items or gift cards.
Exchanges
The fastest way to 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.
European Union — 14-Day Right of Withdrawal
If your order is being shipped to a country within the European Union, you have the right to withdraw from your purchase and return your order within 14 days of receiving the goods, for any reason and without providing a justification, in accordance with the EU Consumer Rights Directive (2011/83/EU).
To exercise your right of withdrawal, you must notify us within 14 days of receiving your order by contacting us at contact@rabbert.com with a clear statement of your decision to withdraw (for example, a letter sent by email).
Return shipping costs: For withdrawals based on change of mind, the cost of return shipping is borne by the customer. If the item is defective, damaged, or incorrect, we will cover the return shipping cost.
Refund timeline: Once we have received the returned goods (or proof that you have sent them back), we will refund all payments received from you, including standard delivery costs, within 14 days. Refunds are issued to your original payment method.
Condition of returned goods: Items must be returned in the same condition as received, unworn or unused, with tags, and in their original packaging.
Exceptions to the right of withdrawal: The right of withdrawal does not apply to goods that are made to your specifications or clearly personalised (such as custom or personalised plush items).
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at contact@rabbert.com.