Refund policy

Returns & Refunds Policy (Legal Form)

Effective Date: [Insert Date]
Entity: Red Nose Factory (“RNF,” “we,” “us,” “our”)
Customer: the purchaser of RNF products (“you”).

1. Scope

This Policy governs returns, exchanges, and refunds for products purchased directly from RNF’s website. By placing an order, you agree to this Policy, which is incorporated by reference into our Terms of Service.

2. Return Window

2.1 No-Questions Period. You may return or exchange eligible items within 14 days of delivery.
2.2 Post-Window Requests. Requests received after 14 days are reviewed case-by-case at RNF’s discretion.

3. Eligibility & Condition

3.1 Items must be unused, undamaged, and, where practicable, returned in original packaging to prevent transit damage.
3.2 Items damaged by misuse, altered, or returned in a condition not suitable for resale may be refused or incur a deduction.
3.3 Custom Noses: see §8.

4. How to Start a Return

4.1 Submit a request via our Start a Return portal (link in site footer/order emails) or email support@rednosefactory.com with order number and reason.
4.2 RNF will issue return instructions and, if applicable, a prepaid label. Returns sent without authorization may be refused.

5. Return Shipping Costs

5.1 Preference-Based Returns/Exchanges (change of mind, size, color):
  a) Domestic (U.S.)—You are responsible for return shipping. If RNF provides a prepaid label, its cost may be deducted from the refund.
  b) International—You are responsible for return shipping; VAT/duties paid to customs are non-refundable by RNF.
5.2 Defective/DOA Items:
  a) Domestic (U.S.)—RNF covers return/replacement shipping.
  b) International—To reduce delays and cost, you may be instructed to retain or discard the defective item; RNF will resend a replacement at no charge.

6. Refunds & Timing

6.1 Refunds are issued to the original payment method after RNF receives and inspects the return (or confirms defect).
6.2 Typical processing is 3–5 business days from receipt/verification; bank posting times vary.
6.3 Original shipping charges are non-refundable unless the item was defective.

7. Exchanges

7.1 Exchanges are subject to inventory availability. Where unavailable, RNF may process a refund and advise placing a new order.
7.2 Exchange shipping follows §5.

8. Custom Noses (Color Requests)

8.1 Color Matching. RNF will match your requested color/HEX as closely as possible within material limits; minor variations in tone, finish, and glitter dispersion are inherent to hand-made silicone and not defects.
8.2 Glitter. Glitter is not customizable on Custom Nose orders.
8.3 Shapes. Custom shapes are not offered at this time.
8.4 Returns. Custom Noses follow the same 14-day policy; preference returns are eligible per §5.1; defects per §5.2.

9. Shipping Damage & Risk

9.1 If a product arrives damaged, contact RNF within 7 days of delivery with photos of the packaging and item.
9.2 Use a trackable service for returns; RNF is not responsible for returns lost in transit without proof of delivery.

10. Warranty (Summary)

RNF provides a 1-year craftsmanship warranty against defects under normal use. Remedies may include repair, replacement, or refund at RNF’s discretion. Normal hand-made variation (§8.1) is not a defect. Full warranty terms apply in addition to this Policy.

11. International Duties, Taxes & Customs

11.1 International customers are responsible for VAT/duties and any customs clearance fees.
11.2 Customs processing may delay delivery; RNF cannot expedite government clearance procedures.
11.3 If pre-collection of VAT/duties is enabled at checkout, those amounts are collected on your behalf and are not refundable by RNF upon return unless required by law.

12. Fraud, Abuse & Exceptions

RNF may refuse or limit returns in cases of suspected abuse, excessive returns, or fraud, or where required by law.

13. Changes to This Policy

RNF may update this Policy from time to time. Changes apply to purchases made after the Effective Date above (or as otherwise required by law).

Contact: support@rednosefactory.com