Return & Refund Policy
If something’s wrong, we'll make it right.
You have 3 days from delivery to request a return. Show us what happened with a photo or video, and a Rakoon agent handles the rest, no shipping labels, no drop-off counters.
Last updated August 2026
How it works
Five steps, start to refund.
1. Request within 3 days
Start your return within 3 days of your order being delivered. Requests after this window aren't eligible, except for items that arrive damaged or defective.
2. Show us what happened
Attach a photo or short video of the item, clearly showing the issue: damage, the wrong product, or a mismatch with the listing. This is what our team reviews to approve the return.
3. An agent picks it up
The same way your order was delivered, a Rakoon agent collects the return directly from you. No drop-off points, no shipping it yourself.
4. We inspect the item
Once the agent hands it back to the seller, the item is checked against your photo/video and the reason given for the return.
5. Refund is issued
Approved refunds are sent to your original payment method, typically within 5–7 business days after inspection.
Eligibility
What can and can't be returned.
Eligible for return
- ✓Item arrived damaged or faulty
- ✓Wrong item delivered
- ✓Item significantly different from its listing
- ✓Item unused, unworn, and in original packaging (change of mind)
Not eligible
- ✕Food, groceries, and other perishable items
- ✕Custom, made-to-order, or personalized items
- ✕Items marked final sale at checkout
- ✕Requests made after the 3-day window (except damaged/faulty items, see below)
Damaged or wrong item
If it's our fault, it costs you nothing.
No restocking fee
Damaged, defective, or incorrect items are returned at no cost to you, agent pickup included.
Service fee refunded
Your full order amount is refunded, including the service fee, since the item didn't arrive as promised.
Priority pickup
These requests are prioritized ahead of change-of-mind returns, since the issue sits with us or the seller, not you.
Refunds
Where your money goes, and when.
Method
Refunds are issued to the original payment method used at checkout. We don't issue cash refunds.
Timeline
Approved refunds are processed within 5–7 business days of the item being collected and inspected.
Service fee
Refunded in full for damaged, defective, or incorrect items. Non-refundable for change-of-mind returns.
A note on pre-orders and sourced requests
Since pre-order and sourced-request items are obtained specifically for your order, they're evaluated case by case. The 3-day damaged/defective protection still applies in full.
Ready to start a return?
Have your order number and a photo or video ready, our team will guide you from there.