Customised products
Custom-made or personalised products are made specifically according to your requirements and are generally not eligible for cancellation or return once production has started, except where required by UK law.
At Raqi Maison, we want you to be completely satisfied with your purchase. Our products are eligible for returns within 30 days of delivery. Returns must be requested within this period and sent back according to our return instructions.
To be eligible for a return, products and all accessories:
```- Must be in the same condition as received
- Must be unused and not previously installed or used
- Must be returned with all original packaging and accessories
- Must include your order details so we can identify the return
Orders not eligible for returns:
- Custom-made or personalised products
- Products that have been used, installed, altered, or damaged after delivery
- Products returned without prior approval from Raqi Maison
- Items returned outside the applicable return period
Returns
Our return process
Three simple steps. Contact us, send your item back, and receive your refund once the return has been inspected.
01
Contact us
Email support@raqimaison.com with your order number and the reason for your return. Please contact us before sending anything back so we can provide the correct return instructions.
02
Send your return
Once your return has been approved, we will provide the return instructions. Please package the product securely and include all original packaging and accessories. Unless the return is due to a fault, damage, or an error on our part, return shipping costs are the responsibility of the customer.
03
Refund is issued
Once we receive and inspect your return, we will process the applicable refund to your original payment method. Refunds are normally processed within 3–5 business days after the returned item has been inspected.
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Other policies
Faulty or defective products
If your product arrives faulty or develops a manufacturing defect, please contact us at support@raqimaison.com as soon as possible. Please provide your order number and clear photographs or videos showing the issue so we can assess it and arrange an appropriate solution.
Damaged items
If your order arrives damaged, please contact us promptly with photographs of the product, packaging, and shipping label. We will review the issue and, where appropriate, arrange a replacement, repair, or refund in accordance with your statutory rights and our policies.
Exchanges
If you would like a different product, size, colour, or style, please contact us first. Exchanges are subject to availability and may require the original item to be returned before a replacement is sent.
Cancellation policy
If you need to cancel an order, contact us as soon as possible at support@raqimaison.com. If your order has not yet been processed or dispatched, we will do our best to accommodate the cancellation. Once an order has been dispatched, our normal return process may apply.
UK shipping
Raqi Maison currently ships to addresses within the United Kingdom only. We do not currently offer international shipping. Delivery times and shipping charges, where applicable, are displayed at checkout or on the relevant product page.
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Support
Got questions?
Our customer support team is happy to help with returns, exchanges, damaged items, and any questions about your order.
Can I cancel my order?
Please contact us as soon as possible at support@raqimaison.com. If your order has not yet been processed or dispatched, we will do our best to cancel it. If it has already been dispatched, you may need to follow our return process.
Can I return an item after 30 days?
Our standard return period is 30 days from delivery. Returns requested after this period may not be accepted, except where a longer period or remedy applies under UK consumer law.
What happens if I receive a damaged or defective item?
Contact us as soon as possible at support@raqimaison.com and provide clear photographs or videos of the issue, including the packaging where relevant.
We will assess the issue and arrange an appropriate solution, which may include a replacement, repair, or refund depending on the circumstances.
Who pays for return shipping?
For unwanted items returned under our standard returns process, the customer is responsible for return shipping costs unless otherwise stated.
Where an item is faulty, damaged, incorrect, or otherwise requires a remedy from us, we will handle return arrangements as appropriate.
Can I return my order in person?
Returns are currently handled through our approved return process. Please contact support@raqimaison.com before sending or delivering an item to us.
Where does Raqi Maison ship?
Raqi Maison currently ships within the United Kingdom only. International shipping is not currently available.