Refund policy

We hope your Rawform pieces become the softest part of your day. But if something doesn’t work out, here’s how refunds work.

This Refund Policy applies to online orders delivered within the UAE and should be read together with our Returns Policy.


1. When You Can Get a Refund

  • Refunds are available on eligible items that:
  • Were purchased at full price or standard promotional price (not “Final Sale”)
  • Are approved for return through our Returns process
  • Reach us within 14 days from the delivery date, in line with our Returns Policy
  • Pass our quality check (unused, unwashed, unworn, with all original tags and packaging)

Once your return is approved and the items pass inspection, we’ll process a refund for the item(s) value only.


2. Items That Are Not Refundable

For hygiene and safety reasons, some items can’t be refunded unless they’re faulty:

  • All underwear and innerwear bottoms (including panties, briefs, boxer briefs, and similar styles)
  • Items marked “Final Sale” at the time of purchase
  • Gift cards or store credit

If a product is faulty or incorrect when you receive it, please see Section 6 – Faulty or Incorrect Items below. We will always do our best to make things right.


3. Refund Method

All approved refunds are processed:

  • Back to the original payment method used at checkout
  • If you paid using a mix of store credit and card, we’ll refund:
  • First to store credit, then
  • Any remaining amount to your card or original payment method

We’re not able to send refunds to a different card, account, or payment method than the one originally used.


4. Refund Processing Time

Once we receive your returned parcel and complete our quality check:

  • We aim to process the refund within 3–5 working days on our side
  • Your bank or payment provider may then take an additional 7–14 working days to show the refund in your account

You’ll receive an email confirmation from us as soon as we’ve processed your refund.

If it has been more than 14 working days since our confirmation and you still don’t see your refund, please:

  1. Check with your bank or payment provider first
  2. Then contact us with your order number and proof of return


5. Delivery Fees & Return Shipping

  • Original delivery fees are non-refundable, unless:
    • Your item is confirmed faulty, or
    • We shipped the wrong item, size, or colour
  • Return shipping costs:
    • May be chargeable depending on the reason for return
    • If chargeable, the amount may be deducted from your refund
    • Any free-returns promotions will be clearly stated on our website or at checkout

We’re a small, sustainability-minded brand, so keeping delivery and return journeys meaningful helps us reduce waste and emissions.


6. Faulty or Incorrect Items

If you receive an item that isn’t quite right, we’re here to help.

Please contact us as soon as possible, ideally within 24–48 hours of delivery, with:

  • Your order number
  • A short description of the issue
  • Clear photos showing the fault or incorrect item

Examples include:

  • Manufacturing defect on arrival (e.g. broken stitching, damaged fabric, faulty elastic)
  • Wrong product, size, or colour received
  • Significant flaw that makes the item unwearable

Once we’ve reviewed and confirmed the issue, we will offer one or more of the following, depending on the situation and stock availability:

  • Replacement of the same item
  • Store credit
  • Refund (including original delivery fees where applicable)

Please do not send a faulty or incorrect item back before contacting us, as this may delay the resolution.


7. Orders Paid With Discounts, Promotions, or Gift Cards

  • If you used a discount code or promotion, your refund will reflect the amount actually paid, not the original full price.
  • If you used a gift card or store credit, the refunded amount will go:
    • First back to store credit, up to the original credit used
    • Any remaining balance will be refunded to your card/payment method, if applicable

Discounts and promo codes are not re-issued once used, unless expressly stated otherwise.


8. Cancellations

If you change your mind before your order has been shipped, please contact us as quickly as possible with your order number.

  • If we successfully cancel before dispatch, we’ll issue a full refund of your order value (including delivery fees).
  • If your order has already shipped, you’ll need to follow our Returns process, and the standard refund rules will apply (delivery fees will not be refundable unless the order is faulty or incorrect).



9. Mindful Shopping & Fewer Refunds

We know that shopping for innerwear can be personal and sometimes tricky. We’re continually improving our size guides, fit tips, and product descriptions to help you choose better from the start.

Every return and refund has a footprint — in packaging, transport, and handling. By:

  • Checking our size guide
  • Reading the fit and fabric notes
  • Ordering thoughtfully

…you help us keep things softer on your skin and kinder to the planet.


10. Need Help?

If you have any questions about refunds or need help with a specific order, you can reach us at:

Please include your order number so we can support you quickly.


 

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. How to Start a Return

We’re still small and growing, so we keep the process simple.

1. Submit a return request
Go to our Returns page (or contact our support team) and provide:

  • Your order number
  • The item(s) you’d like to return
  • Your reason for returning

2. Wait for approval & instructions
We’ll confirm if your item is eligible and send you return instructions (and any shipping label or courier details, if applicable).

3. Pack your item securely

  • Use the original packaging where possible
  • Include your name, order number, and contact details inside the parcel

4. Send your parcel
Follow the instructions shared by our team (courier pick-up or drop-off point, depending on our current service partner).

Please keep your proof of postage or courier receipt until your refund has been processed.


5. Return Shipping Costs

  • 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.


6. 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.



7. 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.


8. 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.


9. 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.


10. 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.


11. 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 trusting Rawform with the layer closest to your skin.