Customer Care
Returns & Refunds
We stand behind what we make. If something isn’t right, we want to fix it.
30-Day Return Window
You have 30 days from the date your order is delivered to initiate a return. After 30 days, we are unable to process returns or issue refunds, so please reach out promptly if you have a concern.
Unused & Unopened Products
If you change your mind or ordered the wrong scent, we will accept a return on unused, unopened products within 30 days of delivery. The product must be in its original, sealed condition. A full refund of the product price will be issued once we receive and inspect the return.
Return shipping in this case is the customer’s responsibility. We recommend using a trackable shipping method, as we are unable to process refunds for items that don’t reach us.
Opened Products: Reactions & Quality Issues
We review opened product returns on a case-by-case basis. We take product quality and your skin’s wellbeing seriously. If you experienced an unexpected skin reaction, noticed an off scent, or believe you received a product with a quality defect, please contact us.
In these situations, we will typically request:
- A brief description of the issue
- A photo of the product and any visible concern (if applicable)
- Your order number
Based on the circumstances, we may offer a full refund, partial refund, exchange, or replacement. We do not require you to return an opened product with a legitimate quality issue — we will work something out without making you jump through hoops.
Defective or Damaged Orders
If your order arrives damaged or you receive the wrong item, that’s on us entirely. Email us a photo and we will send a replacement or issue a full refund — your choice. You do not need to return the damaged or incorrect item. Return shipping is covered by us for any errors on our end.
Exchanges
Want to swap a scent? We’re happy to facilitate exchanges on unused, unopened products within the 30-day window. Contact us before sending anything back and we’ll confirm availability of the variant you want. Exchanges are subject to product availability. If the item you want isn’t in stock, we will issue a refund instead.
Refund Processing Time
Once we receive and confirm your return (or approve a refund for a damaged/quality issue), your refund will be processed within 5–7 business days. Refunds are issued to your original payment method via Stripe.
Your bank or card issuer may take an additional 3–5 business days to reflect the credit on your statement, depending on their processing times. If you haven’t seen the refund after 10 business days total, contact us and we will provide your Stripe refund confirmation ID to share with your bank.
What We Don’t Accept
We are unable to accept returns or issue refunds in the following cases:
- Returns initiated more than 30 days after delivery
- Products that show signs of significant use beyond a patch test (unless a quality/reaction issue is documented)
- Items not purchased directly through rawhideorganics.com
Start a return or ask a question
Email us with your order number and we’ll take care of the rest. No automated forms — a real person will respond.
hello@rawhideorganics.com