Refund & Cancellation Policy

1. Quick Summary

The sections below set out the detail. Where this summary and the detailed sections differ, the detailed sections apply.

2. Order Cancellation

You may cancel an order within 24 hours of placing it, provided that:

• The order has not been dispatched
• The item is not a made-to-order or customised product on which production has begun

To cancel, email info@raskagroup.com with your order number and registered contact details, or call us during business hours.

Once an order has been dispatched it cannot be cancelled. If you no longer want the item, please follow the return process set out below, subject to eligibility.

Approved cancellations are refunded in full, including delivery charges, to the original payment method.

3. Made-to-Order Items

Certain products are manufactured to order or customised to your specification in size, material, finish or configuration.

Once production of such an item has commenced, it cannot be cancelled, returned or exchanged. This is because the piece is made specifically for you and cannot be resold.

The only exception is where the item is delivered damaged, defective, or materially different from the specification confirmed at the time of order.

4. Return Eligibility

You may request a return within 7 days of delivery where the product is:

• Damaged in transit, with the damage reported within 48 hours of delivery
• Defective in manufacture, such as a structural fault or faulty mechanism
• Materially different from what was ordered in model, size, material or finish
• Incomplete, with parts or components missing from the shipment

To be eligible, the product must be:

• Unused and in its original condition
• In its original packaging, with all protective material, fittings and accessories
• Accompanied by the original invoice

Products that have been assembled, installed, modified or used are not eligible for return, except where the defect could only have become apparent after assembly.

5. What Cannot Be Returned

The following are not eligible for return or refund:

• Natural material variation. Differences in grain, veining, knots, tone and texture in wood, marble, stone, cane and leather are inherent to the material and are not defects
• Minor colour difference between the product and the images shown on screen, caused by display calibration and lighting
• Size or fit issues. Products that do not fit through your doorway, lift or stairwell, or do not suit your space. Please measure before ordering
• Change of mind after delivery, where the product is as described and free of defect
• Made-to-order and customised items, once production has begun
• Clearance and final-sale items, where marked as such at the time of purchase
• Damage after delivery, including damage from misuse, improper assembly by a third party, accident, pets, spills or improper cleaning
• Products without the original invoice or proof of purchase

6. Damage in Transit

Furniture travels as bulky freight. Please inspect your order at the time of delivery.

• Check the outer packaging before signing the delivery receipt
• If the packaging is visibly damaged, note this on the delivery receipt before signing
• Unpack and inspect the product as soon as reasonably possible
• Retain the original packaging until you are satisfied with the product

7. How to Raise a Request

1. Email usWrite to info@raskagroup.com within the applicable window, with your order number, the item concerned, the reason for the request, and clear photographs of the issue including the packaging.
2. We reviewOur team will acknowledge your request within 2 business days and may ask for additional photographs or details.
3. DecisionIf the request meets the eligibility criteria above, we will approve the return and confirm whether a refund or replacement applies.
4. Pickup arrangedWe arrange reverse pickup from the delivery address at a mutually convenient time.
5. Inspection and resolutionThe product is inspected on receipt and the refund or replacement is processed.

8. Reverse Pickup

Where a return is approved, we arrange collection through our logistics partner. Please ensure that:

• The product is repacked in its original packaging with all components
• Someone over the age of 18 is present at the pickup address
• The invoice copy is available

Where the return is due to damage, defect or our error, pickup is free of charge. In other approved cases, reverse logistics charges may be deducted from the refund.

If pickup cannot be completed after two attempts due to unavailability or the product not being ready, the return request may be closed.

9. Inspection

Every returned product is inspected on receipt at our warehouse. We check that the product matches the reported issue and meets the eligibility conditions set out in this policy.

If the product is found to be used, assembled, modified, or damaged after delivery, or if the reported defect cannot be substantiated, the return may be rejected. In that case the product will be returned to you and no refund will be issued.

10. Refund Timelines

Approved refunds are initiated within 7 to 10 business days of the returned product being received and inspected, or of a cancellation being approved.

Refunds are always issued to the original payment method. We cannot process a refund to a different account or instrument.

Once the refund is initiated from our side, the time taken for the amount to reflect in your account depends on your bank or payment provider, and may take an additional 5 to 7 business days. We will share the refund reference number so you can follow up with them if needed.

11. Deductions

The following may be deducted from a refund:

• Delivery and installation charges, except where the return is due to damage, defect or our error
• Reverse logistics charges, where the return is approved for a reason other than damage, defect or our error
• The value of any missing components, accessories or packaging
• Any discount applied through a promotional offer, where the return breaks the condition of that offer

Any deduction will be explained to you in writing before the refund is processed.

12. Replacements

Where a product is damaged or defective and an identical replacement is available, we may offer a replacement instead of a refund.

Replacement timelines depend on stock availability and, for made-to-order items, on production schedules. We will confirm the expected timeline at the time of approval.

Where a replacement is not available within a reasonable period, we will process a full refund.

13. Failed Deliveries

If delivery cannot be completed because no one is available at the address, access is not possible, or the order is refused without a valid reason, redelivery charges may apply.

Where an order is returned to us undelivered after repeated attempts, we will refund the product value less delivery and return freight charges.

14. Cancellation by Us

We may cancel an order, in whole or in part, where:

• The product is out of stock or has been discontinued
• There is a pricing or product description error
• Delivery is not feasible to the address provided
• The order is suspected to be fraudulent or in breach of our Terms
• Payment is declined, reversed or cannot be verified

Where we cancel an order for which payment has been received, the full amount, including delivery charges, is refunded to the original payment method.