Return & Refund Policy
At By Rachel Hart, we aim to keep shopping clear and transparent. This policy explains the terms under which returns and refunds are accepted. By placing an order on our website, you confirm that you've read and agreed to this policy along with our Terms of Service.
1. Return Period
You can request a return on eligible items within 30 days of the delivery date, provided every condition in this policy is met.
2. Return Conditions
To qualify for a return, an item must meet all of the following:
- It is unused, unworn, and undamaged
- It is returned in its original condition
- All original packaging, tags, and labels are included
- The request is made within the return period
- The return is approved by our support team before it's shipped
Trying an item on for fit — as you would in a physical store — is fine. However, if an item shows signs of wear, washing, or damage, a reduction in value may be applied.
3. Non-Returnable Items
Some items aren't eligible for return, including:
- Products with a broken or removed hygiene seal
- Personalised or made-to-order items
- Products damaged through misuse or improper handling
For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been removed. Please note that under the UK Consumer Contracts Regulations 2013, sealed goods that aren't suitable for return for health or hygiene reasons are exempt from the standard right of return once the seal has been broken.
4. Return Shipping and Restocking Fee
Every approved return must be sent to our central warehouse in Asia. The return address is provided by our support team once your request is approved.
Customers are responsible for:
- The full cost of return shipping
- Using a shipping method that allows customs clearance
- Any applicable customs duties, taxes, or additional charges
- Providing correct and complete customs documentation
By Rachel Hart isn't responsible for returns that are delayed, rejected, or lost because of customs issues or incorrect shipping procedures.
Restocking fee. A 15% restocking fee applies to all approved returns, covering inspection, handling, and restocking. You'll be told about this fee before you confirm your return request. The same fee applies to unopened parcels, orders refused on delivery, and shipments that go unclaimed and are automatically returned.
Exception: if the product arrived defective, damaged, or incorrect, the restocking fee is waived and we cover the return shipping costs, subject to review.
5. Return Address
Returned items may only be sent to the address our support team provides after approval. Anything sent to a different address won't be accepted or processed.
6. How to Request a Return
To start a return, email our support team at support@byrachelhart.com. Your request should include:
- The item(s) you'd like to return
- The reason for the return
- Photos of the product (required if it's incorrect or damaged)
- Your full name and shipping address
- Your order number
Our support team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT) and will reply within 24 hours on business days.
7. Order Cancellations
Orders can be cancelled within 30 minutes of purchase. Once an order enters processing, it can no longer be cancelled. After delivery, a return may be requested in line with this policy and our Terms of Service.
8. Refund Process
After your returned item has been received and inspected:
- We'll let you know the result of the inspection
- If approved, the refund is issued to your original payment method
- Refunds are processed within up to 10 business days, depending on your bank or payment provider
Please note:
- The 15% restocking fee is deducted where it applies
- Original shipping costs are non-refundable
- Any optional insured shipping chosen at checkout is also non-refundable
For payment-related information, please see our Transactions Policy.
9. Discounts and Partial Returns
If your order included a promotional discount — such as a bundle offer or volume discount — and part of it is returned, the refund may be adjusted. Discounts are recalculated on the items you keep, not on the original order total.
If returning items means the order no longer qualifies for the original promotion, that discount is removed and the refund adjusted accordingly. Refunds are always based on the final adjusted order value. Return shipping costs remain the customer's responsibility, and the restocking fee may still apply.
10. Store Credit
In certain cases, we may offer store credit as a discount code instead of a refund. Store credit:
- Is non-refundable
- Can only be issued once per order
- Can be used for future purchases
- Cannot be exchanged for cash or transferred
11. Failed Delivery or Incorrect Address
If a parcel is returned because of an incorrect or incomplete address entered at checkout, we may:
- Arrange a reshipment once the item is back at our warehouse and the correct address is confirmed, or
- Provide store credit as a goodwill solution, depending on the situation
If returned items aren't in their original condition, a reduction in value may be applied.
12. Policy Updates
By Rachel Hart reserves the right to update or modify this policy at any time. Any changes take effect as soon as they are published on the website.
Contact Information
Shop Name: By Rachel Hart
Company Name: Sa Collective LLC
Company Registration Number: 42-3368597
Business address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China
You can also reach us directly through our Contact page.
Email: support@byrachelhart.com
Tel: +44 7445 183951
Customer Service Hours: Monday to Friday: 9:00 AM – 6:00 PM (GMT)
Saturday and Sunday: Closed
We aim to respond within 24 hours on business days.