Refund policy
Refund & Return Policy
Return & Refund Policy
At Refael, every creation is crafted with the utmost care and dedication to excellence. We stand behind the quality of our work, and we want your experience to reflect the same refinement.
Conditions for Returns
• Returns are accepted within 14 days of delivery.
• Items must remain unused, unworn, and in their original pristine condition, including original packaging.
• Each bag carries a unique security seal, which must remain intact and unbroken. Any item with a removed or damaged seal cannot be accepted for return.
• Customized or personalized pieces are non-returnable, unless they present a manufacturing defect.
• Products that have been used, altered, lost their originality, or are missing tags are not eligible for return or exchange.
Defective or Faulty Items
If you believe that an item is defective or faulty, you must contact us in writing within 2 days from the date the shipment is delivered to you.
Requests submitted after this period will not be accepted.
In the rare case of receiving a defective or incorrect product, we will arrange a complimentary replacement or issue a full refund, at no additional cost.
Exchanges
• Exchanges are permitted one time only.
• A second exchange request will not be processed; the item will instead be handled as a return.
• If an exchange is requested, all shipping costs are the responsibility of the customer, unless the item is defective or incorrect
Return Shipping Responsibility
Please note that items sent for return or exchange remain the customer’s responsibility until they are received by us.
We strongly recommend using a trackable shipping service.
Return Shipping Costs
• Return shipping fees are the responsibility of the customer unless the product is defective or incorrect.
• Any additional fees, such as restocking, will be disclosed prior to the return process.
Refunds
• Once the returned item is received and approved following inspection, refunds will be issued to the original payment method within 7–10 business days.
• Initial shipping charges are non-refundable, except in cases where the return is due to our error.
How to Initiate a Return
To request a return or exchange, please contact our client care team at refael@refaell.com
Our team will provide personalized assistance and detailed return instructions.