Refund policy

At Raimora, we want you to love every purchase. If something isn’t quite right, we’re here to help guide you through the process.

1. General Returns & Exchanges We accept returns and exchanges on eligible items within 30 days of delivery.

To qualify for a return or exchange, items must be:

  • Unused, unworn, and in original packaging with all tags attached.
  • Free from signs of wear (including makeup stains, deodorant, or sweat marks).
  • Pre-approved by our support team before shipping back.
  • Note: Original and return shipping costs are non-refundable unless the item arrived faulty or incorrect.

2. Non-Returnable Items (Hygiene & Safety) Due to strict hygiene standards and personal care safety, the following items are strictly non-returnable and non-refundable:

  • All Hair Products & Accessories: Hair scrunchies, hair bands, headbands, ponytails, clips, extensions, and any other hair tools or accessories.
  • Makeup & Lash Products: Eyebrow pens, cosmetics, eyelash kits, false lashes, and related beauty tools.
  • Pierced Jewellery: Earrings, body studs, and hoops.
  • Intimates & Personal Care: Bra inserts, bras, nipple covers, body tape, underwear, tights, and personal hygiene items.
  • Final Sale & Custom Items: Sale items, gift cards, and personalized items.

30-Day Shade Match Guarantee

Ordered the wrong shade? We want your match to be perfect.

If your cosmetics shade isn't the right fit, we will send you a replacement shade for free under the following terms:

  • Timeframe: You must email us at hello@raimora.com within 30 days of delivery.
  • Replacement Limit: Limited to a maximum of 2 free shade exchanges per item/order.
  • No Return Needed: For hygiene reasons, you do not need to send the original open item back to us.
  • Replacements Only: The Shade Match Guarantee entitles you to product replacements only and does not qualify used cosmetics for cash refunds.

Proof of Purchase & Verification Requirements

To ensure fast processing and protect against fraudulent claims, all return, replacement, and Shade Match requests must meet the following verification criteria:

  • Proof of Purchase: You must provide your Raimora order number and the email address associated with the order. Claims can only be processed for the original purchaser.
  • Photo Verification Required: For damaged, defective, incorrect items, or Shade Match Guarantee claims, clear photos showing the product, the batch code (if applicable), and the issue must be sent to hello@raimora.com.
  • Unclear Images: If photos are blurry, altered, or do not clearly show the item in question, our support team reserves the right to request additional photo or video evidence before approving a replacement or refund.
  • Fraud Prevention: Raimora reserves the right to deny replacement or refund requests if we suspect misuse of our policies, fraudulent activity, or repeated unreasonable claims.

3. Eligible Jewellery Returns

Rings, Necklaces & Bracelets: Returnable within 30 days only if unworn, unused, and in original, unopened packaging.

4. How to Start a Return or Exchange

  1. Get Approval: Email hello@raimora.com with your order number and reason for return. Returns sent without prior approval cannot be accepted.
  2. Ship Your Item: Once approved, ship the item to the provided address using a tracked service (customers are responsible for return postage, duties, and taxes).
  3. Processing & Refunds: Once received and inspected, refunds are issued to your original payment method within 10 business days.

Exchanges: We do not offer direct free exchanges. Once your returned item is received and inspected, our team will place the new order for your requested size/item on your behalf. All shipping fees for exchanges are paid by the customer.

Damaged, Defective, or Incorrect Items? If your item arrives damaged, defective, or incorrect, please email hello@raimora.com within 30 days of delivery with photos of the issue, and we will resolve it for you immediately.