Our values ​​revolve around care. Care for animals, our environment and each other. If you are unhappy with any of our products, we would like to hear about it in a simple and stress-free way for you.

With this in mind, we have made an online return-exchange form available on our website and a dedicated email address. The online return-exchange form will allow you to capture the minimum details we need to process your return or exchange as quickly and seamlessly as possible. The dedicated email address will allow you to communicate directly with us. For more information on our return and exchange policy, please see the information below. Simply fill out the online exchange form. Our team will guide you through the process.

We trust that you are happy with your purchase. However, if you are not completely satisfied, you may return the product for a refund (Please note that NO cash refunds will be given. If purchased and paid for with cash, the product can be exchanged for another product, if paid for with credit or debit cards, the credit or debit card will be credited) or exchanged for another product within 7 days of purchase. After 7 days, you may only return a product if that product is faulty.

You must follow the returns procedure below. Once you have obtained a reference number, please note that any product returned within this 7 day period, for a refund or exchange for another product or gift card, must be unopened, in the same condition as purchased and in the original packaging. Once your return is approved, please ensure that the returned product complies with the following:

• package the products safely and securely to protect them during transit, whether they are returned by courier, post or in person;
• clearly indicate the return reference number on the outside of the package and not on the product packaging;
• include all accessories and parts that were sold with the product; and
  provide the original invoice or cash receipt;

We only replace products if they are defective or damaged or if they were paid for in cash. If a product is damaged or missing parts or accessories upon delivery, please notify us within 7 days by emailing us at info@rainafrica.com to request a replacement. Please include photos and the invoice in your email.

There will be no cash refunds. Credit or debit card purchases will be made by direct deposit to the same card used at the time of purchase. If the refund does not appear on your statement within a reasonable time, please contact your credit card company and/or your bank if necessary. Please remember to have our proof of payment ready when you register a claim with your bank, as they may require it.

Sale or discounted products will be refunded at the sale or discounted price paid by the customer.

Returned items, regardless of whether purchased in-store or online, must be dropped off at a Rain store. Please note that our team will guide you through the exact details, so be sure to register your return on the online exchange form before going to the store. By registering your return first, you give us the opportunity to arrange in advance with our store staff to ensure a smooth exchange. In the event that you are unable to drop off your product(s) at a store, please mention this on the online return-exchange form. Our team will take this into account when scheduling your exchange.

Please take care of the product while it is in your custody, as the following conditions apply: You will be responsible for the courier or postal charges for returning the product.

• Courier or postal charges for unapproved returns or exchanges are non-refundable.
• If you receive a refund and there are unapproved courier or postage charges, those charges will be deducted from your refund.
• The risk associated with the product while it is in your custody or while it is in the care of a carrier or shipping agent will be borne by you.