Refund policy

Returned items

By the time you make a purchase in our online store, you should have a very clear idea of what you are buying. Each raku piece is different. We do not sell types of raku pieces, but individual, identified, unique raku objects. Because of that, we provide 8 pictures giving a 360 degrees view of each item; we provide at least 1 picture to demostrate the size of each item; we provide precise measures of size and wheight of each item.

Nevertheless, if you want to return an item, these are the rules that apply:

• Returns are accepted within 15 days after your reception.

  Contact us by email at contact@rakuvibe.com, request a return & refund and provide your order number or the SKU of the returned goods.

• The customer provides the return shipping.

  If your return is accepted, we’ll quote and send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

  Alternatively, you may deal with your preferred carrier, with the condition that the return shipping must be insured for the full amount of the returned item.

  Please note that returns will need to be sent to the following address:

  Raku Vibe c/o Jorge C. González
  16 de Septiembre 58 - 2
  62440 Cuernavaca, Morelos, MEXICO
• The customer provides a 5% restocking fee.

  We will invoice you for the payment of this fee after we receive the returned item.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@rakuvibe.com and provide your order number or the SKU of the returned goods.

You can always contact us for any return question at contact@rakuvibe.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please save all packaging materials and damaged goods before filing a claim.

Make pictures of damaged package and goods. We pay an insurance on all our shipments, covering the price of the goods sent. If you received your order damaged, please email us the pictures of damaged package and goods no later than 3 business days after you received the package. We will open a case with the carrier and keep you posted of the development.

It may take 3 to 5 weeks to resolve such an issue.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@rakuvibe.com.