Return Policy

1. Our Returns Window

For eligible products, you have 14 days from the delivery date to request a return.

• Returns are accepted on full-price, non-underwear bottoms that are in their original condition.
• After 14 days, we’re unable to accept returns, except where required by law.

We’re a small, sustainability-minded brand. Keeping what you love (and only returning what you must) helps us reduce waste and our shared footprint.

2. What You Can & Can’t Return

You can return:

• Bras, tops, loungewear and other non-underwear bottoms purchased online
• Items that are unused, unwashed, and unworn, except for trying on
• Items with all original tags, labels, and packaging still intact

You cannot return or exchange (final sale):

• All underwear bottoms (panties, briefs, boxer briefs, and any innerwear bottoms) – for hygiene reasons
• Items marked “Final Sale” at checkout
• Promotional offers such as “buy 1 get 1 free” or “buy 1 get 1 at a percentage off”
• Gift cards or store credit

If an item is returned to us in a used, damaged, or unsellable condition (for example, visible wear, stains, perfume, deodorant marks, or missing tags), we may not be able to process your refund and may send it back to you.

3. Condition of Returned Items

To keep things fair (and hygienic) for everyone:

• Please try items on over clean undergarments only.
• Make sure there are no marks, makeup, or fragrance on the fabric.
• Fold items neatly back into their original packaging where possible.

All returns are reviewed individually and handled at Rawform’s discretion. We may decline an exchange or refund request if it doesn’t meet the conditions outlined in our policy.

4. Return Shipping Cost

• For eligible returns within the UAE, we offer free returns.
• If return shipping is chargeable, this will be clearly communicated during your return request. Any applicable return fees may be deducted from your refund.

Delivery fees paid on your original order are non-refundable unless your item is faulty or we’ve made an error with your order.

5. Refunds

Once your return arrives and passes our quality check:

• We’ll refund the full price of the item(s) only – excluding original delivery fees.
• Refunds are made back to the original payment method used at checkout.
• If your order was paid using a combination of payment methods (e.g. card + store credit), the refund will be applied to the store credit first, then the remaining amount back to your card, where applicable.

Refund timing

• Please allow up to 7–14 working days from the day we receive your return for the refund to appear in your account (timing depends on your bank or payment provider).
• We’ll email you as soon as your refund has been processed on our side.

·      If it’s been longer than 14 working days since our confirmation and you still don’t see your refund, please contact your bank first, then reach out to us with your proof of return.

6. Exchanges

We don’t currently offer direct item-for-item exchanges.

If you’d like a different size, colour, or style:

• Follow the returns process for your original item (if eligible).
• Place a new order for the item you’d like instead.

This helps us keep your new item reserved and avoids delays or stock issues.

7. Faulty or Incorrect Items

If something isn’t right with your order, we want to fix it quickly.

Please contact us as soon as you notice any issue (ideally within 24 - 48 hours of delivery) and include:

• Your order number
• A clear description of the problem
• Photos of the item and any visible fault

Examples of a faulty/incorrect item:

• Manufacturing defect (e.g. torn stitching, faulty elastic on arrival)
• Wrong item, size, or colour shipped
• Significant flaw that makes the item unwearable

Where an item is confirmed as faulty or we’ve made a mistake:

• We’ll offer a replacement, store credit, or refund (including delivery fees where applicable), in line with local consumer laws and our internal checks.

Please do not send back faulty or incorrect items before contacting us, as this may delay resolving the issue.

8. Incorrect Items Sent to Rawform

If items that do not belong to Rawform are mistakenly sent to us, they will remain the sender’s responsibility. Rawform will not be liable for returning any incorrectly sent item(s) back to the customer.

9. Orders Outside the UAE (Future Expansion)

Rawform currently delivers within the UAE only. As we grow and ship to more regions, we’ll update this page with specific return options and local rules for each country.

10. A Note on Mindful Returns

We know sizing and fit can be tricky, especially with innerwear. We’re working hard on clear size guides and fit tips to help you choose well the first time. Every parcel shipped and returned has a footprint. Choosing thoughtfully, checking our size guide, and returning only what truly doesn’t work for you helps us keep things softer on your skin, kinder on the planet.

Thank you for choosing Rawform to sit this close to your skin.