Last updated: September 2026
This policy explains how cancellations, returns, refunds and problems with goods are handled. It applies to consumer purchases from the Rainfame online store and does not reduce any rights you have under UK consumer law.
Changing Your Mind
For most goods bought online, you may cancel your order from the time it is placed until 14 days after the day the goods are delivered to you or to a person you nominate. If one order is delivered in separate parts, the cancellation period runs from the day after the final part is delivered.
To cancel, send us a clear statement by email or post before the cancellation period ends. Include your name, order number, delivery address and the item you wish to cancel. You may use the cancellation form below, but you do not have to use it.
Returning a Cancelled Order
After telling us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after the day you told us. Contact us first so that we can provide the correct return address and routing instructions. Do not send a return to the correspondence address unless we specifically tell you to do so.
You are responsible for the direct cost of returning goods when you cancel because you changed your mind, unless we agree otherwise or the goods are faulty, damaged, incorrect or not as described. We recommend using a tracked service and keeping proof of postage.
Condition of Returned Goods
You may inspect goods in the same way you could reasonably inspect them in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Where the law permits, we may reduce the refund to reflect that loss in value.
Goods That Cannot Normally Be Returned for Change of Mind
The statutory change-of-mind right does not normally apply to goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; sealed audio, video or computer software once unsealed; newspapers or periodicals; and digital content once supply has begun with your express consent and acknowledgement that the cancellation right would be lost. Your rights remain where goods are faulty, not as described or not fit for purpose.
Faulty Damaged Incorrect or Missing Goods
If goods are faulty, damaged, not as described, not fit for purpose, incorrect or missing, contact us promptly with your order number and a clear description of the problem. Photos may help us resolve the issue faster, but not providing a photo does not remove your legal rights.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair or replacement. We will cover reasonable return costs where goods are faulty, damaged, incorrect or not as described. Please wait for our return instructions before sending anything back.
Refund Timing and Method
For a valid change-of-mind cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. If you chose a more expensive delivery method, we do not have to refund the additional premium.
We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you sent them back. If no goods were supplied or no return is required, we will refund you no later than 14 days after you tell us you are cancelling. We may withhold a refund until we receive the goods or evidence of return, whichever happens first.
Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may take additional time to show the credit on your account.
Exchanges
If you would prefer a replacement or exchange, contact us. Any exchange depends on availability. Where an exchange cannot be arranged, we will explain the available refund or replacement options without limiting your legal rights.
Standard Cancellation Form
Complete and send this form only if you wish to cancel the contract. You may instead send any other clear statement of cancellation.
To: Rainfame, rainfamelogistics@gmail.com, 303 Luton Road, Chatham, ME4 5BL, United Kingdom
I give notice that I cancel my contract for the sale of the following goods:
- Goods:
- Order number:
- Ordered on:
- Received on:
- Customer name:
- Customer address:
- Email or telephone:
- Signature if sent on paper:
- Date:
How to Contact Us
Email: rainfamelogistics@gmail.com
Telephone: +44 7824 038305
Correspondence address: 303 Luton Road, Chatham, ME4 5BL, United Kingdom